Poor customer service

Anonymous · ‎08-11-2017

Well Having made over 20 calls to customer service, sent my name change by deedpoll to them by post 5 times, been to the local store 6 times and taken the paperwork in. The shop scanned it to customer services 5 times the last time i went into the o2 shop the manager hid in the office upstairs as he knew it hadnt been done.

I am now nearly 18 months with the wrong name on my account.

I am looking into how I can cancel my subscription with O2 as they are totally refusing to put the account into the correct name. Can anyone advise on the legal perspective. i have been told that as they have not updated the name the account can be cancelled.

Thanks

MI5 · ‎08-11-2017

How to cancel here but I'm not sure you have a valid reason tbh https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/hig...
I'd make a complaint with resolver first https://www.resolver.co.uk/

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Marjo · ‎08-11-2017

Hello @Anonymous, welcome to our forum! Sorry to hear about the difficulties you've been having with trying to change the name on your account. 😞 I've dropped you a quick PM (private message here on the forum) to get a few additional details to see if we can help in any way.

Beenherebefore · ‎08-11-2017

@Anonymous .......well it's not a breach of contract by O2 but it's certainly gross inefficiency in business procedure terms......something that O2 appear to excel at.

Official complaint time as MI5 suggests

"My life is a facsimile of a sham"