O2 Customer Service incompetence

[Phonegeek22]

I have been unable to upgrade any of my o2 account numbers. This all stems from a customer service agent making a mistake a year ago.

I had changed my bank account and phoned CS to change our details for the account...the CS agent missed one, my daughters iPad (£20p/m). I had no idea about this until I got a letter on the 3rd of January stating I owe the full device contract as i had missed payments and they had cancelled the contract. 

I tried to sort this and pay the balance, but was told it was too late and id need to complain...which i did.

I don't have any response till around June this year and accepted resolution in July. They would cover the majority of the balance and I would cover £150...which I accepted and thought this was the end of the matter.

I received a text early August confirming my payment of £150 has been successful and i thought that was the end of it, until i tried to upgrade on sept 5th.

I was met with an outstanding query block and was told to contact customer service to resolve, and now a month down the line i am unable to upgrade, was advised a back office team would contact me within 3-5 working days, never happened. Was lied to countless times by the customer service who all had different things to say on the matter. I go into store and they see a collections bar, and when they go and press 'pay arrears' and the balance is 0.00, clearly a glitch in the system somewhere. 

I have tried to talk to payments support team, who also see this glitch and are unable to help me, again refer me to back office team, which no one can communicate with can only 'raise a ticket' and have a response in 3-5 working days.

I can absolutely confirm this is bull**** and either there have been no tickets raised or the back office team do not get in touch in the time frame stated by customer service. 

We are now a month in, my credit score has been affected, i cant upgrade anything on my account even though all my numbers and account gets paid on time and by direct debit.

o2 have really let me down and the lack of communication and help, is quite honestly enough for me to move back to EE, but need this mess sorted first.

I probably have missed parts out but tried to make sure ive added everything in, ive sent the amendments team, complaints team countless emails to which I've had one response and it was just another lie of itll be sorted can i close the complaint repeating this and giving empty promises. 

I guess my question is, what do I do now? Is there another team higher that all the usual channels...is there an english call centre. I'm honestly so annoyed and angry at all this mess for one mistake a year ago by o2 (which they accepted liability for) and its not a priority someone's account being blocked and credit file affected.

Any help at all will be greatly appreciated.

[MI5]

@Dave-O2 

[Phonegeek22]

had an email from complaints team telling me ive to allow 56 days before being 'allowed' to contact ombudsman service...every other email has stated 28 day time frame!! 

Can someone please help? 

@Dave-O2 

[MI5]

@Phonegeek22 

The "rules" are here Customer Complaints Code

[Dave-O2]

Thanks for the tag @MI5 

@Phonegeek22 please drop me a PM with the mobile number affected and i'll take a closer look 👍

[Phonegeek22]

sent you a pm bud👍🏼

[Itchytooties]

(REMOVED) Needs looking at asap

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[MI5]

@Itchytooties 

https://www.o2.co.uk/abouto2/social-media

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook or Instagram  or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Guide: How to find help & contact O2