Name change

[Anonymous]

I have been trying to change my name for over 2 months now after getting married. I have had about 5 online chats, the. Longest being an hour, I have had a telephone conversation, I have sent emails with the relevant form and marriage certificate, as requested, I have then followed these emails up with a further chat and a promise of a resolution within 24 hours, another 10 days and still nothing. I am unable to get a new phone because my name doesn't match my name on the account, my maiden name. Really how hard can it be for a so called high end telecommunications company! Any ideas?

[MI5]

Personally I’d make a complaint with Resolver.
Details on link http://www.o2.co.uk/contactus

[Cleoriff]

Hi @Anonymous This isn't right at all. The latest information we were given on this from our community admin @Marjo was...

The details will be updated within 5 working days after the documentation is received, and the customer will be contacted to confirm that it's been done.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(HomePhone),T=HomePhone_Case,CASE=23722

I would contact customer services again and inform them this should only have taken 5 days. You could also put in a complaint https://www.o2.co.uk/how-to-complain

[Anonymous]

Think my next step will have to be a complaint, I have already spoken to customer service, over 2 weeks ago, I am now losing track of timescales on this due to the length of the process. I asked for it to be escalated in my last chat and still nothing.

[MI5]

This is a direct link to Resolver that I mentioned above https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...

[Marjo]

Hi @Anonymous! Welcome to our forum. Sorry to hear you've been having trouble with the name change. 😞 I'm going to drop you a quick PM (private message here on the forum) to get a few additional details to see if we can help in any way!

[Cleoriff]

Thanks @Marjo Something has gone badly wrong with this name change in this occasion