on 11-07-2019 16:12
Having been thwarted in all but one of the three attempts to pay in full for my handset, I am now left with two "Pending" transactions reserved from my current account.
I cannot cancel them, and the bank tell me they also cannot cancel them saying that only O2 can do this.
I have emailed the CEO's office giving the authorisation codes for these reserved transactions but no one there is helping me.
My worry is that these purchase attempts were not "seen" by O2 during the attempts to buy the phone, due to the browser's pop-up blocker having interfered with the process on two occasions.
I think this means that O2 are blissfully unaware that these two aborted attempts to give them a total of £1011 and so will never recind the codes.
CAN SOMEONE ADVISE ME WHO TO SPEAK TO IN THE UK ON THE PHONE?
11-07-2019 16:38 - edited 11-07-2019 16:41
You need to speak to customer services Guide: How to find help & contact O2
Do not use live chat for this, speak to a customer services advisor. The best time to ring is between 8-8:30am to avoid a long time on hold.
Good luck and welcome to the forum
Edited to add if you are calling from abroad, you can contact O2 on +44 800 032 1402 free of charge.
on 11-07-2019 16:42
Sorry, I'm already way higher up the tree than that!
It would seem that The Chief Executive's Office are now ignoring not only emails, but also phone calls.
I have now been hanging on listening to their inanne Musak now for 20 minutes and 15 seconds!
on 11-07-2019 16:49
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
11-07-2019 17:00 - edited 11-07-2019 17:13
Thanks I'm still hanging on the phone38 minutes now!
Finally put the phone down at 45 minutes, called back and got the "Sod off we've all gone home message" I can tell you, I am incandescent to be treated with such ignorance by those who would have us believe they are "professionals"
I have never encountered such abysmal service.
on 11-07-2019 19:00
If as you say, O2's system may not have picked up on these authorisations then they would automatically drop off the banks systems and funds should then be made available to you by the bank after anything up to a week.
Obviously, over a £1000 is a lot of money to most people and they cannot afford to wait for the money to be readily available again This could mean the difference between feeding a family or starving for a week, let alone with bills that need paying.
What should happen is that these codes should be given to the retailer (in this case O2) and they would need to fax the bank to say they wouldn't be claiming these reserved funds. The bank will not take phone instruction. Actually getting someone to take ownership of doing this can be extremely difficult as you have found.
I'm not too sure exactly if admin can do anything to gee anyone up to do it tomorrow and then weekend is upon us. Maybe the escalation you have already in place will get it done but I'm sceptical to be honest
I wish you good luck @impoverished and hope that your username is not indicative of your current plight.
on 11-07-2019 19:08
Thanks for your response, I thought that the UK CEO might just have enough pride in his job/official title to have responded, however, it seems only we, the proletariat are decent and respectful enough to make any attempt at helping one another!
Rest assured I will hound them throughout the entirety of their Friday snooze!
on 11-07-2019 20:04
Good for you @impoverished but do try not to stress yourself out for the weekend......
on 11-07-2019 20:29
on 12-07-2019 07:29