Bar put on phone without consent.

[Pleasehelpme]

Hello, I am hoping that advisors who work for o2 answer these posts and can help me. 

My phone is damaged (not lost and stolen) so I have put a claim forward to my insurer’s. They asked for proof of usage from my network providers which o2 have done. However, they also put a bar on my phone whilst providing me with the usage document and wrote this is in the email. My insurer’s asked why a bar had been put in place to which I explained I had never asked for one to be and that I told the advisor my phone isn’t lost. They now require o2 to state that this is the case and that they made an error. I have phoned numerous times, went to an o2 shop and nobody seems to be able to help me. They cannot or will not send an email explaining that all I asked for was proof of usage. 

My insurer’s have now suggested I use live chat and screenshot the comversation however I cannot speak to an expert. Live chat is not working and I see no email address for o2. 

Can somebody advise me what I should do please? Surely o2 have to help me - they placed a bar on my phone without permission and now my insurer’s are unable to progress my claim. 

Any help much appreciated, thank you. 

[Cleoriff · Accepted solution]

@Pleasehelpme 

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here.

Give O2 a call on 0344 809 0202 (Contract) by borrowing a phone

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

Or call 0800 032 1402 via Skype Guide: A Guide to Skype

[Cleoriff]

Or maybe I'll tag @O2Emma to help you @Pleasehelpme 

[O2Emma]

Hi @Cleoriff I will pick this up thanks.

Hi @Pleasehelpme I will send you a private message to look into this for you.

[Cleoriff]

Thanks so much @O2Emma xx

[Pleasehelpme]

Thank you so much for taking rhe time to try and help me. I can’t say I’m hopeful because I’ve already spent the whole morning talking to various o2 staff members who have had access to my account but I really do appreciate your help and Emma has contacted me so hopefully, we will get somewhere  

[Cleoriff]

Fingers crosssed for you @Pleasehelpme 🤞

[Breanna]

Were you able to get the info you needed for your insurer @Pleasehelpme?