Morning. I found this thread and wanted to respond, even though I can't be of any help, unfortunately. I too have been having ongoing problems trying to speak to someone regarding an error with my bill. I have tried the various social media options mentioned, but they haven't been any use, and keep referring me back to the My O2 App. The online live chat seems to have been removed, only leaving the useless Chat Bot option. The problem with using the app is having to type often lengthy and detailed explanations as to what the problem is on a phone keypad, something that takes me ages to do. I have also found out the chat on the app is not one to one - the 'agent' will respond to your question, but will then go off and deal with other customers, so you have to keep checking the app and waiting for a response, which will often just be a generic pre generated answer. Again, often useless. I was also directed to the 'dedicated billing and payment management team', which is basically just the main number again, no different from calling 202 or the 0344 number. And then, of course, one gets the usual response of 'we are extremely busy at the moment', and on hold you go. I have tried three times now to get to speak to someone, and each time I have been on hold for over an hour, and have had to give up. This service is appalling. The only way I have found to actually speak to someone is to message that you are thinking of leaving O2. Funnily enough if you say you are looking to upgrade or change your contract you are then offered online chat with a 'real' person, but as soon as you let them know it is something else you want to discuss, you are referred back to the app or the 0800 payment management team. I hope someone from O2 reads this, as I am going to refer my situation to the communications ombudsman, where one can raise a dispute.
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