Pathetic Customer Service

[Anonymous]

Do O2 still accept written cancellation of contracts. I keep trying to call the 202 number as the twitter feed has told me that I have to call to cancel but keep being put on hold for in excess of 30 minutes and then cut off. I've tried for the last 5 days but still haven't spoke to anyone. O2 customer service is shocking and I am now determined to leave O2 even if they try to tempt me.

[jonsie]

Online chat isn't good for this type of problem, much better to speak to them and if necessary escalate to a manager.

Also make a written complaint.

How to complain

[Anonymous]

Thanks for your response.  I have just spoken to CS and they say the Guru operators who promised it would be taken off my account today, had registered the phone as being returned but not described the 'condition' of the phone upon it's return.  He has now rectified that but still cannot assure me that I will be able to order another phone today as he too is waiting for it to 'upload'.  Technology at it's best!

My advice to anyone who is trying to return a phone, first of all make sure they have ticked the return box and secondly make sure they have ticked the 'condition' box otherwise you'll be waiting forever.  Fingers crossed my problem is sorted by the end of today.

[MI5]

Hopefully some progress

[jonsie]

Let us know how you get on