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Is 02 MasterCard a scam?

Hattie_1
Level 1: Joiner
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Registered:
I have been back and forth with O2 claim and O2 support all morning in regard to my claim been turned down for my prepaid MasterCard. It shows on my account that I dropped my data making my claim invalid. 
This is incorrect. I have not changed my data plan from the 30GB contact I started with O2 as part of the deal. The data drop comes from the ending of my virgin data boost cancelling. The original 30GB contract stands and has been confirmed to be valid by at least 2 members of the O2 support team. On reading the terms and conditions I am still eligible to claim. O2 have advised me that also see that I am eligible but you are a third party. They and a gentleman from the claims line have recommended that I need to show you my original order to confirm that my contract was for the original 30GB that I remain on now and that it is unchanged. He said that once this was received it would be possible to reactivate the claim.
 
I sent them the details of the original O2 Switch up and the data plan I entered on. They will also see that the additional 30gb is a bolt on added by  Virgin media separately and is not mentioned in the terms and conditions of the offer.
I also included a screenshot of My O2 app to show that my data remains at 30GB.
 
I also attached the screenshot of the alleged change in data (which is not apart of my O2 contract). This is my bolt on from virgin being removed.
They keep forwarding this to the specialist team and giving time lines to wait and no reply. Been with 02 over 20 years. Feel scammed 
 
 
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Oxonian
Level 32: Blockbuster         
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Registered:

@Hattie_1 

 

This might help :-

 

Guide: Gift with Purchase  

 

Beyond that, submitting a formal complaint might be an avenue to try. However, other O2 teams will not engage with you whilst you have an open complaint, and for O2 to investigate and respond to a complaint can take up to eight weeks. Hence, submitting a complaint is really a last resort.    

 

This is the guidance :-

 

How to Complain | Help | O2

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

 

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

 

Please keep us informed of developments. 👍

 

 

 

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Enlli
Level 66: Unequalled
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It's not a scam, just incompetence 

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
Message 3 of 4
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MI5
Level 94: Supreme
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Registered:

You'll find many such posts on here @Hattie_1 

You're not alone.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 4 of 4
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