5 months and still no SIM card but billed in full each month.

[Anonymous]

Has anyone e,she had issues getting a new SIM card after having one blocked. In May my relationship broke down and 02 have refused time and time again to send me a new SIM card.... they have billed me each month despite me not having access to the service. I have made endless attempts to resolve this.... and have finally given up and contacted the financial ombudsman .... has anyone else had issues and how were they they resolved?

[Anonymous]

Hi @MercedesS thanks for your reply.

I have all security information, questions, passwords, balances and full access to my account exc. I’m also able to take out a new contract and have it delivered to my new adress. 

Iv I’ve been to store with I’d and this didn’t help me at all....

[MercedesS]

Hello @Anonymous,

So are you saying that you have been to an O2 store to verify your account via photo ID and they didn't help you? 

I will send you a Private Message right now so you can let us the O2 store and who didn't help you. We cannot help with the account but we can help you raise a complaint 

[Anonymous]

@MercedesS

Yes that’s correct, the first time I went to store they informed me that it was an online issue because I got my phone online ( it was actually upgraded in the same store I visited )

second time they informed me my I’d wasn’t actually me ( no problem at the airports exc )

it it just seems to be one excuse after another.

[MercedesS]

Sorry @Anonymous, 

When "possible fraud" -as you suggested- and "account security checks" are required... all we can do is understand and support you.   I wish we could do more.

[Beenherebefore]

---

@MercedesS wrote:

We cannot help with the account but we can help you raise a complaint 

---

https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/5-months-and-still-no-SIM-card-but-billed-in-fu...

@Anonymous has already raised a complaint

[Anonymous]

It’s okay guys, ombudsman have approved my case - I’m on the right path now I think.

best part is I can also get out of the contract 😊

[MercedesS]

Good luck @Anonymous!

And please answer our PM if you want us to help you with the complaint about the O2 store 

Keep us posted! 

[Anonymous]

Were do I find pm’s??

[adamtemp64]

@Anonymous Top right of the screen if in full view mode or on  a pc looks like an envelope with a numbe next to it