O2 Complaints

[Anonymous]

Having joined 02 in May 13, I have had numerous problems with handsets, blocked sims etc.

I sent a complaint to complaintreviewservice@o2.com on the 28th May, and received the email telling me the SLA for response was 7 days. I heard nothing. Since then, I have re-sent the mail on the 10th June, and the 19th June, and have received no response.

How do I go about getting a response and escalating? Not very impressive customer care!

[Anonymous]

Good Morning,

Perhaps one of the site staff can assist before it needs esculating.

@Chiara.

@Toby

Note the Ombudsman details in my link.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[perksie]

Surprising that you haven't had a response from O2, this leaves you with little choice other than to contact the Ombudsman as suggested above.

[jonsie]

Have you tried calling them? Sent you a PM.

[Anonymous]

Hi Cobbler1973, I've sent you a pm - please get back to me, we'll see what we can do.

[Charlieboyoo]

im suprised you never got a reply,ive had to use them a few times due to problems on my account and they got back to me within the 7 working days.

[Anonymous]

Lets hope the OP has had a reply and has not had chance to update their thread.

[Charlieboyoo]

Yeah i hope so myself,cause i know from experience its very frustating and annoying.

[Anonymous]

I'm sure it is.

[Anonymous]

I changed from pay as you go to pay monthly at the end of August and ordered a Nokia Lumia 520. I have had nothing but trouble with it and doubt I've received a full month of service in that time. I've been in to my O2 shop and used the chat function several times. In almost all cases I have received abominable service. I have sent complaints to mycare and complaints review from 2 e-mail addresses and have still not got anything like proper customer service. I've been told I can't get a reply because I didn't use the webform (which doesn't exist as far as I can find), I used the wrong e-mail address or the dept is closing. I just want to get my phone sorted and get a response to my complaint. Any suggestions?