Crash SIM. IMPORTANT!!

[Anonymous]

Hello 

Just so you are aware 

My SIM had crash , so i went to an O2 shop to solve the problem as i cound't do any calls and i have plenty of balance in it. In the shop they told me if i want to recover the phone number i have to provide three answers: credit leaft,last top up and frequent number; I diden't know the amount leaft  as i use Pay&Go, last top up diden't remember i do it over the phone , frequent number my wife's . 

So in the shop what they told me was that i have to sign a contract for a month and that is the only way to recover the number. 

So i did that, Obviously i lost all my bolts ons.

Closer to a month later  i went to the O2 shop to change the contract to Pay &Go . In the shop they gave me another second SIM and sim number to call customer service to activate in 24hours. When i did that customer service ask me for the temporary number of the newest SIM; but they diden't gave me.

So what Customer service told me was , that the O2 Shop did know all my details,number,credit,top up date; so instead of swaping my crashed SIM they set me a contract for their benefit. And after many calls and anger ,waste of time finally I recovered my original number. But i am still waiting for my credit to be put back  in my phone, and clear the phone numbers from the Monthly contract which i don't have.

The worst thing was; that O2 Shop wanted  me to set a contract for a monthly payment for the internacional SIM on top of the contract already set.

Very disapointed

[MI5]

That's disgusting behaviour from the shop and totally incorrect of them.
I'd go straight to the official complaints procedure http://www.o2.co.uk/how-to-complain

[Cleoriff]

Good grief. I have no idea how they have managed to get away with that. Akin to fraud... Maybe @Toby could offer some help here?

[Anonymous]

That sounds like the shop is more interested in meeting its targets rather than doing what's best for the customer.

[Toby]

Hi @Anonymous,

Sorry to hear about this. Please send me a private message and we can look into this for you.

[jonsie]

Normally they accept an approximation. ....

[Anonymous]

Thank you for the interest. What i noticed now The O2 did removed all the temporary numbers they gave me from my account and i lost all my balance during this proces £24 . Is this for the profits of O2 as well as for the Shop?. During this many calls to O2 customer service , they told that what the Shop did was wrong and for no excuses i have being attended by 3 different staff one of them the Shop manager. This O2 shop is located in Gravesend .

[MI5]

Terrible service.....
Have you sent a PM to Toby as requested?

[jonsie]

Big time screw up and the problem being that once things go wrong o2 seem inept in many ways to put things right.