Nightmare communications

[SAJD]

On Saturday 12th August I eventually, after weeks of trying to get through, spoke to a customer rep from O2 who advised me that I would be able to move to a plus plan in order to use switch up if I walked into an O2 shop to do so. However, when I went to a local O2 shop in Stratford, I was told that the offer had stopped on 2nd August. Why was the offer still advertised online and why did I receive incorrect advice?
In addition, the customer rep said she would add two months free plus plan monthly bolt on payments because they recognised I had been trying to contact O2 for a considerable period of time.
I feel like I have been hoodwinked and lied to. I have wasted a lot of time trying to move to a plus plan to no avail.

The instant chat function never works.

Has anyone else experienced issues with getting through to O2?

[jonsie]

More a lack of training for O2 stores

It would seem everyone understands the new rules regarding switch up and plus plans except the people who you have to actually deal with