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VERY POOR CUSTOMER SERVICE, MISLEADING CORRESPONDENCE.

Anonymous
Not applicable

I have been a loyal customer of O2 for almost 10 years, always paying on time and never even considering using any other network provider.

 

I had two contracts with O2, one which came to an end in October 2017. I received a letter saying that I was paid up and informed me that no additional action was needed. VERY MISLEADING. I have since been charged again 3 times for the Airtime (I havent even used this phone for 6 months). During this time I have contacted O2 twice to cancel the airtime, but this hasnt been done even though I was very clear about my intent to cancel several times. I have since been charged again. There is no compassion from the customer service team, only copy and pasting the most irrelevant parts of an online chat. I couldnt actually speak to anyone because of course, they cut off my other contract too when I refused to make payment. 

 

I can explicitly and wholeheartly say that this will be the end of my relationship with O2. When my secondary contract comes to an end, I will be leaving O2 if not sooner. Loyalty clearly stands for nothing with O2.

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Cleoriff
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Hi @Anonymous Sorry to hear of your poor experience. However you have to give 30 days notice to cancel contract https://community.o2.co.uk/t5/How-to-guides/Cancelling-Your-Contract-A-Guide/ba-p/566774#M56526

If you wish to make a complaint and ask for a refund then do it via this route https://www.o2.co.uk/how-to-complain

Veritas Numquam Perit

Girl in a jacket
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MI5
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If you want to kee your number when you leave see here for help
https://community.o2.co.uk/t5/How-to-guides/How-to-get-your-PAC-2017-Update/ba-p/1052278
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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Marjo
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Good morning @Anonymous. Sorry to hear about your experience with this. I hope it gets sorted out soon! I'm going to drop you a quick PM (private message here on the forum) to get a few details to see if we can help in any way.

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jonsie
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Did you use live chat for this? If so I'm not surprised you are still on a rolling contract.  Always best to phone.

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