Horrendous treatment

[MikeF]

I attempted to change my tariff in January resulting in O2 accidentally disconnecting my Apple Watch, despite numerous phone calls, tweets and registering a complaint I’ve now received an enforcement notice. This is threatening my chances of getting a mortgage and after months of trying to get this sorted my mental health is in the toilet, I just want to speak to somebody who knows what they’re doing but that seems impossible. Three months of hell and being made to look like an idiot in front of my family, does anybody have any way other than by email of reaching the complaints department? I need a letter of deadlock to take this debacle to the ombudsman. 

thanks for reading 

Mike 

[Cleoriff]

Hi @MikeF 

You have to follow O2's complaints procedure before you can get the Ombudsman involved.

Currently Complaints are talking 8 weeks to respond. https://www.o2.co.uk/how-to-complain 

All info there re complaints Review service.

Sorry to be so unhelpful.

[MikeF]

8 weeks on top of the 12 this has been rumbling on doesn’t surprise me, this company is absolutely shocking 

[Oxonian]

How did you end up with an enforcement notice @MikeF ? 

Did you stop paying ? 

[MikeF]

My payment schedule was cancelled and I’m being chased for the full amount, I was promised a credit of £11 but it was incorrectly applied and I’m still paying my bill as normal 

[japitts]

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@MikeF wrote:

8 weeks on top of the 12 this has been rumbling on doesn’t surprise me

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The 8 week timeline from complaint first being raised, is industry-standard. It can be shortened if you are deadlocked before.

[Oxonian]

@japitts 

I am not sure that @MikeF can be deadlocked before the eight week point if it takes O2 eight weeks to issue their first response ! 👍

[japitts]

Well indeed so - if O2 are taking that long for a first response, then unless that response resolves the complaint to the user's satisfaction, everything is already inplace to escalate to ADR immediately.

[Oxonian]

Agreed @japitts. 👍