Appalling Customer Service for Unlocking Nokia

[Anonymous]

I don't know if anyone here has any further advice please. A month ago I completed an online form to have my basic Nokia P&G phone unlocked so I can use a foreign SIM when abroad. They debited the £15.00 but I never received any unlocking instructions. I've telephoned CS and completed 2 customer contact forms with the promise that it will be done within hours or at the most 7 days. Last Saturday I filed an online customer complaint form and then took part in an online chat with someone called Kayden in complaints who promised that without doubt I would receive instructions by Friday (yesterday) and that he would personally ensure it was done.  Needless to say it hasn't.  Short of emailing the CEO's office to get action or at least my £15.00 credited does anyone else have any advice?  (Does anyone from O2 read these posts?)

Thanks

[Anonymous]

You could try calling the Pay & Go customer service team again to chase the status of your unlock request. If you've been in touch before, they should find notes on your account relating to this query.
Complaints can take a while to process - check your emails (in particular, junk/spam folders) for any response. Often the complaints team will send you an initial acknowledgement within a few days of submitting a complaint.

[jonsie]

Yes definitely keep ringing customer service. It's strange as I received the unlock code for my E72 by email 5 days after requesting it.

[Anonymous · Accepted solution]

Finally done after more calls to CS and finding someone who actually cared. Absolutely no help from complaints whatsoever. 5 weeks for 7 day job. Abysmal customer experience.

[Anonymous]

I've had the same experience with my Nokia Lumia (610) upgrade which I still can't use abroad despite telling O2 when I asked for advice on what to upgrade to that that was what I wanted it for (so I could then use the foreign SIM as a modem too for my wi-fi laptop). They categorically assured me they had unlocked it in good time before I travelled last month, both over the phone and in person at one of their O2 stores, but this turned out to be complete nonsense when I arrived abroad. Am here (in Africa) for several months so can't practically ring customer services and can find no email address to write to and get a response from apart from some robot called Lucy who seems incapable of understanding anything let alone giving a meaningful answer!

[jonsie]

Try the email link in my signature.