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Anonymous
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Lack of response from 02 regarding contract issue

First time I've done this so hopefully I'm on the right board.

Last November a phone (and tariff) was ordered fraudulently on my wife's account (linked to mine). Got in touch with 02 and they resolved the issue and reset the tariff. All good so I thought.

However what they have done is reset the tariff to the start date of the fraudulent order and the fraudulent order remains on my order history.

I have sent communications (by post) asking for the contract date to be reset back to the original one and for the fraudulent order to be removed. I have yet to receive a single acknowledgement to any of the communications let alone have any action taken.

My next step would be to send this "case" data to the CEO however to my mind what I'm asking is fairly trivial and can't understand why I need to take this course of action.

Any advice would be appreciated

 

regards

 

Mike

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Posts: 16,431
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Registered: ‎13-08-2008

Re: Lack of response from 02 regarding contract issue

have you used the complaints review service?

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Anonymous
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Re: Lack of response from 02 regarding contract issue

Part of the problem is that the big mobile providers are like Hotel California in the Eagles song, you can check in, but leaving is a pain in the dangly bits!

 

 

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Level 68: Extraordinaire
Posts: 15,596
Registered: ‎31-03-2010

Re: Lack of response from 02 regarding contract issue

You can try to call Customer Services on 202 from your mobile, which is a free call. Hopefully they will be able to resolve your issue. Don't use live chat. You will not get any satisfaction. Speaking to someone directly is always the best option.

I DO NOT WORK FOR O2



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Anonymous
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Re: Lack of response from 02 regarding contract issue

I would suggest you make a complaint
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Anonymous
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Re: Lack of response from 02 regarding contract issue

The order won't be moved from your history but a call to 202 can revert the date back to normal.