Help! Furlough Arrangement and 02 Terminated My Contract!

[SarahJKR]

Hi,

I have an arangement in place due to furlough for 3 months holiday payments which is effective until September 23rd.  This was put in place on 17th June.  

Since then, I have had to contact 02 3 times due to them restricting services and explain the arrangement is in place etc etc and they have reinstated.

5th July receive notice that 02 are intending to terminate my contract as agreement has been defaulted.  Ring O2, explain everything, they look at their file notes and say yes can see arrangement in place, ignore it.

6th July Second default letter received, ring 02 explain all again and told no, its all fine ignore it.

13th July service restricted. Ring 02 go through same process yes can see notes etc etc and services restored.

Yesterday go to make a call and it just goes dead.  It appears my contract has been terminated!

Can't get through to 02 at all!

Can someone offer any helpful advice?

Thank you

[MI5]

@SarahJKR 

Try contacting O2 via Skype, details here Guide: Coronavirus Community Help and Support 

Otherwise I'll tag our community managers who will be on tomorrow and be able to help you @Martin-O2 @Marjo @LukasB 

[seewhatyoucando]

Raise a complaint, immediate assistance is needed to restore your service.

Failure after failure...

https://www.o2.co.uk/how-to-complain

[MI5]

@SarahJKR 

If you raise a complaint, there is nothing more we can do for you here. 

It will also be quicker to wait for admin help tomorrow.

[Cleoriff]

---

@seewhatyoucando wrote:
Raise a complaint, immediate assistance is needed to restore your service.

Failure after failure...

https://www.o2.co.uk/how-to-complain

---

'Immediate assistance' will NOT be available if a complaint is made. @seewhatyoucando 

[seewhatyoucando]

@Cleoriff

If all the notes are on the account complaints will lift the bar/disconnection.

Again no one should be telling customers not to follow the Ofcom telecom regulator sanctioned complaints process

[madasaf1sh]

@seewhatyoucando

The live chat on the how to complain page is direct to normal customer services.

To escalate a complaint, you need to email complaintreviewservice@o2.com who take upto 28days to respond.

The full complaints process is here:

https://static-www.o2.co.uk/sites/default/files/2019-07/Customer-Complaints-Code-V3.pdf

@cleoriff is correct

[Martin-O2]

Hey @SarahJKR I'm happy to pick this one up for you, I'll need some details so I'll send you a private message so we can talk further. 

[SarahJKR]

Hi Martin,

Thank you will private message you.

Kind regards

Sarah 

[Martin-O2]

Message received and replied to @SarahJKR