This is the email sent to complaints and CEO
Hello sir/madam,
After a brief chat with the O2 community board, I was told you maybe interested in the issue I've had with my upgrade.
First I would like to say I have been with O2 for quite a while now, and all my children now have mobile pay monthly contracts as well, I have never had one problem, so this came as a shock.
In December my sons contract came to an end so we upgraded. He wanted the Samsung galaxy s7 but I could no afford a new one, but looking further down the list we came across Like new models.
We went with a grade a like new, when it arrived we were over the moon.
We followed the instructions with the new sim to do the sim swap. Waited and waited but the phone stayed on emergency calls only. So I rand o2 customer services and after a few moments of investigation I was told " sorry mam you've been sent a barred handset" I was appalled. He escalated my case to management, but being Xmas he didn't expect me to hear from anyone till 27th or 28th December so we waited, we heard nothing and still no useable phone. So I rang again, went through the motions of explanation, the lady investigated and said well we need the imei number, so no form had gone in to get it unbarred. So she told me how to find it, found it and read it out to her. I said I would like yet again to speak to a manager, her words to me were, " we deal with this sort of thing in house" I said but I'm a customer, no reply. She said my phone would be unbarred within 24 hours and I would hear from a manager within 3 hours. Neither have happened. I've still got a handset my son can't use. A phone bill sky high because of useless phone call to o2 and nothing happening and o2 are still billing me for a handset I can't use.
I cannot presume to understand how o2 could possibly send out a barred handset in the 1st place. But then to leave me for 9 days after 1st bringing it to their attention is just inconceivable.
I do hope you can help in this matter, a copy of this email has also been forwarded to Mr Mark Evans, CEO of o2.
My details are .....
