Family Bolton impossible to have it removed

[Ewelin_a]

I have been trying since September to have the, added in error by a chat agent, bolton removed. Spoke and chatted to numerous agents to be told: it will be remved at midnight, it is with the tech team, it is on a different platform so it will take time etc etc. Even spoke with someone yesterday who said they logged my complaint and the add on should be gone by today... Still there!! Who should i speak to to have it actioned?? Or if this is technically impossble for o2 please set up a refund of the bolton's value for the reminderofmy contract!!!  Can anyone help me here??

ps

the option to remove the bolton is not on my account  

[adamtemp64 · Accepted solution]

https://mymobile.o2.co.uk/family/publichome says you have to give 30 days notice (which you have done)

Raise a formal complaint here http://www.o2.co.uk/how-to-complain

Or contact o2 by phone do not use live chat for this sort of issue http://www.o2.co.uk/contactus

[Cleoriff]

Well done @adamtemp64. No idea where you found that first link....damn good job you did..(I have pinched by the way)

[jonsie]

Other people have had the same problem, myself included.  It remains on the account for one month. When added in error your account will be refunded. Why it's taken 2 months is probably down to live chat.  Speak to customer service and ask them to credit your account.

[Anonymous]

Hi @Ewelin_a how are you getting on with this? Did you raise a formal complain? Were you able to speak with CS? Please let us know.

[Ewelin_a]

Hi, I raised the complaint as advised got a call from the complaint department on Thursday. The lady said that the Bolton removal is still showing as pending- tech issue- and that she will be keeping an eye on it and let me know when this gets removed. So I am still waiting for a definitive resolution. Hopefully this will be done before my next bill....

[jonsie]

It remains until the next billing date. If it is showing as pending on the system it should be removed for you. Otherwise it would show as active.

[MI5]

"Tech issue" doesn't sound too promising!