Hello,
I have lost my phone/sim and tried to organise a replacement sim via/phone/live chat & in-store but have had no help from O2 customer service team.
I used my work number and attempted to call customer service line but after being put on hold for 20+ mins I gave up. I later attempted the live chat but the signal cut out for me and eventually the customer service rep closed the chat and advised me to call customer services.
The next day I tried calling customer services again but experienced really long wait times again. I drove to my nearest O2 store in Croydon to try and organise a replacement sim but was told the account was locked and I need to call customer services.
I called customer services again and waited for nearly 30 minutes, when I finally spoke to a customer service person, I was notified that my account was locked for suspected fraud. I asked to speak to someone in the fraud department but was told it closed at 4.30pm and I should try again tomorrow.
I asked for a number, but was told there was no number available and when I challenged this, I was called rude then put me on hold with no warning.
I waited another 20mins and someone from your accounts team finally answered, the person I spoke to told me they could not help and then transferred me back to customer services.
I was on hold for another 15 minutes before another customer service rep came on the phone. I was then advised that they could not speak to me about any detail on my account.
I asked how I can resolve this issue but there was no guidance given.
Given that my phone is lost, I am unable to receive any calls to my existing number I am desperate to resolve this quickly.
I urgently need to set up my new phone but will be unable to do so without a replacement sim.
I have been a loyal o2 customer for years because I thought that the customer service was better than competitors but now, I feel completely let down.
This whole situation has been exasperating and reflect very poorly on O2 as a company and service provider.
If this situation is not resolved asap and I will be cancelling my direct debits and closing my account with immediate effect.
