I have had an ongoing Issue since September last year.
In September I had bought a new iPhone and wanted to swap my eSIM over from my old iPhone to my new one. When setting up the phone I pressed the transfer my eSIM option which unfortunately didn’t work. (I learnt that only EE support direct eSIM transfer) however it didn’t bother me, I called up and requested a SIM card to be sent out to me. It wasn’t sent and after a lot of back and fourth with live chat and customer service, I went into the store to find out they can’t as my account cannot be accessed. I thought that was strange but okay a few days later a SIM came in the post and I was happy.
For as long as I can remember I have always logged into the app to pay my bill as I’d rather have it out the way earlier on in the month, however every time I went to pay my bill I was presented with a screen that said account selector. Turns out as part of trying to get a SIM card they had added a delegate to my account with the same details as the primary account holder, no matter what option I click on I can’t log in. It worked sometimes until this month where I have no access. I decided I was fed up with the nonsense and requested a PAC code which for the first time ever came back as there has been an error. Okay sure whatever I go on live chat to be told they can’t access my account and I should call up, I asked to raise a complaint as it was causing me a lot of stress. The advisor did help raise a complaint and as soon as I ended the chat closed the complaint with no resolution. I immediately joined another chat to find out why but as they couldn’t access my account they couldn’t tell me and they said we can’t do anything you have to call up or go in to a store. I work at another phone network next door to the O2 store, I went in and asked and they said they couldn’t help as they could not access my account and that I should call up. So I called up and the advisor told me they couldn’t access my account.
I have raised four complaints, each one being instantly closed as soon as I disconnected with the advisor. Each one promised a resolution which I still have not got.
I tried to get a PAC code and pay the remaining balance on my bill they said I can’t get a PAC code at all as they can’t access my account and I should try calling or going in to store. The response was always text 65075 or check the O2 app. I have done both and both do not work.
Another advisor told me my contract has expired and I’d have to take out a new contract with them now but I’d lose my number.
I am left unable to pay my bill worried it will effect my credit score or put me into collections or, do anything on myO2 app, live chat can’t access my account, customer service can’t access my account, retail can’t access my account, so who can?
Every chat, call or interaction I have had have told me to contact a different person, or pass me on or just end the chat as they don’t want to deal with it.
I will pay the lot off I really don’t care, but I am not willing to lose my mobile number.
Can anyone advise me on what to do here, I am completely lost.
(I chose not to move my number to the network I work at despite the massive discount due to how happy I was with the service and constantly preached that to my colleagues that were always amazed by that)
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