Blacklisted phone, due to fraude on my account, impossible to resolve??

[Sylvia1980]

So. On Tuesday I noticed that I had 'no service' on my iphone 6. I was in the zoo so couldn't do anything, but as soon as I got home, I went on the 02 chat and explained the problem. Turned out that someone had reported my phone lost and requested a new sim, all without my knowledge. I have reported this to the police. I was send a new sim due to security reasons and was told my phone would work again, as soon as I would put the new sim in.

I received my new sim on Thursday and it wasn't working. Back to the online chat and apparentely there were bars on my account which had to be removed. 24 hours later still no luck. I went to the apple store where they restored my iphone and did a diagnostics test - nothing wrong with the headset. The apple person told me to go to the o2 shop and tell them to remove the block.

And so I did. The lady checked everything and I was told my phone was bar-free and should work in 24 hours.

Again nothing. Still no service.

This time I spoke to someone at customer services and to cut a long story short, I was lied too, told the same story. 24 hours later still nothing. Decided to do my own research and found out that my handset is now on the blacklist (I paid £2 for a checkmend report). I have tried to explain this to a customer rep on the chat who assured me everything was absolutely fine with my phone - yes of course, I just made up the whole story! Grrr. Anyway, he then tried to fob me off by telling me to contact customer services by phone, followed by another check and then reassured me my phone was now really unblocked.

Guess what. It still isn't working. I have no working phone. 

So my handset is on the blacklist, not my fault! And nobody at o2 can take it off the blacklist? I have been with o2 for 8 years, never had any issues, but I am far from happy now. I have been treated like a liar and nobody actually even tries to help me.

Any one who could give me direct phonenumber of someone within o2 who can solve my problem??

thanks,

sylvia

[jonsie]

Definitely call, persistent but polite and tell you aren't putting the phone down until you speak to a manager.

[Sylvia1980]

This is becoming funny. Right, so I called, explained it again and then was told.... (any guesses?)

That she needs to send in a form!

I asked to speak to a manager and I could tell she wasn't impressed. Manager was busy so I am expecting a call back.

I have kept it short and simple - told her my phone was reported lost, received a new sim and that my phone was blacklisted, and still is. I then had to explain what blacklisted is, told her there is a bar on my EMEI (hope this is right!).

Oh yes, she also asked me when I found my phone again. Do CS not read their notes? It's not exactly traumatic, but identity theft isn't a nice thing to have to deal with. I have not lost my phone. Someone reported it lost! Arggghhhh.

Waiting in anticipation.

o2 Customer services deserves an award. One for stupidness.

[jonsie]

You really couldn't make it up.....

[Cleoriff]

It is beyond ridiculous now.....No continuity, nothing written on your notes....akin to banging your head against a brick wall. How many more forms have to be filled in??

[Sylvia1980]

I know. And I am really not the most difficult nor most demanding customer to deal with either. I'd like to think I am always polite, stay to the point and I have a lot of patience.

But to be really honest, and this may sound dramatic, I now feel like I don't even excist to O2. Nobody seems to care about my issue. Like I have said before, I have been with 02 for nearly 8 years, never had an issue, but this is just beyond me. I am not just angry and upset, but very disappointed as well.

I really don't know how to get this phone working again. The CS rep today did tell me that EMEI barring is done by an outside agency (or something like that) and that there is no way to speed up the process. That's fine, but why tell me 24 hours. Why lie to me, why tell me that they have been dealing with exactly the same issue three times that day (that was on Saturday I believe). Why promise me compensation, promise to call me back.

Do they really think I am that stupid to believe that they have spoken to 3 customers with exactly the same issues? I hate hate hate being lied too. I am a grown up woman, I am 35, have a lot of experience and know all the tricks on how to get rid off a difficult customer. I have done that before in previous jobs, but I have never LIED to any customer. I have ALWAYS tried to help, taken everyone seriously, even on bad days, even when they started swearing at me.

I am seriously gobsmacked by all of this.

(no call back from manager either. If I don't receive a call back from the manager today, I might just give up and wait for a call from the complaints team / head office. I have no positive energy left what so ever)

[jonsie]

Should you summon the patience and energy to call them again, before telling them the problem, ask them to read to you the notes on the account.

[MI5]

I doubt this is going to get resolved by phoning CS constantly.
It would seem that enough forms have been sent so someone else is holding this up and it's most likely the fraud squad doing their investigations.

[Sylvia1980]

I have told them that, that maybe fraude is still on it and that's the reason why they aren't removing the bar. I have suggested to put me through to their fraude team, which they did, but I think I just got through to another rep? I have also spoken to the reps behind 'choose xxx if you have lost your phone' at the switchboard, didn't make any difference.

Still no call back from the manager either. She said he would call me as soon as he would hang up the phone as he was busy on the line. Long call isn't it.

Again, I don't expect a call back within 5 minutes but don't lie. I am really pee'd off now.

[MI5]

They always say they'll call back and hardly ever do.....

[jonsie]

Hopefully the office of the CEO will be investigating the farce.