O2 - So frustrating

[Anonymous]

Hello, my name is Gary Wright. When I initially got my contract phone I was 17, as such I was unable to have the contract in my name. So my dad became the account holder. I am now 25 and every time I try to contact o2 I have issues with getting past their data protection stuff. 

My dad has nothing to do with the account. He doesn't know the password, he doesn't pay the bills, the post doesn't go to his address. Yet each time I try and speak to someone at o2 they want to speak to the acconut holder. Will someone please tell me what the point in that is!?

Previously they have claimed that a note was put on the system to say that I have permission to deal with the account on behalf of my dad. This note seems to magically vanish everytime I try and speak to someone.

Anyway, on to this morning's issue. 

I've had no signal since late last night and as I can't phone o2 to ask them about it, I decided to use the chat feature on the website. The guy asked me for the last 2 characters of the account password and I answered correctly. However he then refused to say anything else because my name was not David (I'm Gary). I tried explaining that it is infact my phone and basically my account but he was having none of it. I asked for an e-mail address to complain about this issue and got given a phone number for the fraud department instead. Well thats all well and good but seeing as I can't phone anyone when I don't have a signal....!!!

What really bugs me is that yesterday I managed to phone o2 and change my current deal (having correctly given the account password etc) yet today they won't speak to me. Such a frustrating company to deal with!

Gary

[adamtemp64]

Have you checked the status page for any issues http://status.o2.co.uk ?

Regarding the account issue you realy need to get you dad to write to o2 explainig the issue and see if they can do an account name change (you would have to pass a credit check) o2 used not to do this but there have been some thraeds about it saying it can be done.

O2's full complaints process can be seen here http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

[Anonymous]

Thanks.

Yeh the network is supposedly fine and the chat guy agreed. He said there was a reason for me having no signal but he wouldn't say what. I asked if o2 were doing it and he said no. :S So i'm completely bewildered.

I've had my dad phone them before and try this but they said they couldn't do it. Maybe things have changed. The thing is i can't even phone my dad to tell him!!!

Cheers for the complaints part.

Gary

[Anonymous]

And now to top it all off the complaints guy (again in chat) has just ended the convo with me. Thanks o2, you are wonderfull.......NOT!

[adamtemp64]

That is why I sugested writing or you could use the email option do not use the chat option

[Anonymous]

Yeh I've since sent an e-mail. Only trouble is they say it could take up to 2 weeks for a response. I need my phone working today!

Thanks,

Gary

[Anonymous]

Try chat again as you will probably get a different advisor who maybe more helpful or the phone numbers are in the contact us section at the bottom of the page

[MI5]

If you know the account name, password and all the details just phone and make out you are your Father. Who will know any different?? If you "own" the account anyway you are doing nothing wrong....

[Anonymous]

I have the same problem, my credit score was pretty bad 4 years ago when my female friend took out a second contract on her account for me. The bill has always been paid from a bank account in my name, I have never missed a payment and always had the 3 month early upgrade.

I have tried many times to get the account changed to my name, but I think the problem is the people I'm speaking to do not necessarily speak English fluently.

After seeing some of the forums, think ill write to O2, will take a while I'm guessing though...

[perksie]

You will be better off phoning and your friend will needto be there too as they are the account holder.

The fact it's been paid regularly has no effect as it's not you paying as far as O2 are concerned.