Problems Ending O2 Contract

[Anonymous]

My contract/pay monthly is due to expire 23.02.2014. I went in store last month to ask that when the contract ends for my number to be transferred to pay and go. They told me that they couldn't help me and that I had to contact O2 via phone or webchat on the 24th January or after.

And so, as I now live abroad and have no requirement for a pay monthly phone, I contacted O2 via chat three times. Once on Monday, yesterday and again today. All three times I had conversations that lasted over an hour. And to what result? They messed up.

The first time I asked for them to end my contract on 23.02.2014 (as my contract end date states) and transfer my number to pay and go. They said OK, then 5 minutes later said, "Ok so your contract will end 04.02.2014". No. That's not what I asked for.

After 20 minutes they finally said the contract would end 23.02.2014, only to come back to me 2 minutes later and say it either had to be 21.02.2014 or 24.02.2014. I asked for the 21st.

I confirmed 4 times with them that this would happen and they said yes. I was happy.

Until yesterday. Yesterday morning I received an sms saying I'd be terminated today (29.01.2014). I am sure you can imagine my confusion. And so, I contacted them again. Another hour or so asking for this to be fixed.

Finally, they confirmed that the end date would be 21.02.2014. Again, I asked them to confirm 4 times. I have it in writing as transcripts from the chat.

So can you imagine my surprise and anger when I got cut off today?! What the...?!

Once again I contacted them. They apologised and said it was a "mess up on their end". Yeah. No kidding. I asked what they'd do about it. Oh, just reconnect within 4 hours and I should deal with it. Sure they were their usual fake polite selves, but that doesn't cut it. Hours of my time asking them to do their job right. So I ask for compensation for the hassles. The operator says she'll "see what she can do" and then cuts me off. That's right. Just like that.

That's outrageous. Out of order and, quite frankly, NOT GOOD ENOUGH. I have been a loyal O2 customer for over a decade. I have been a customer since the days they were BT Cellnet and Genie!!! I've spent thousands of pounds with them and recommended them to friends and family. For what reason? To waste hours of my time asking that they terminate my contract on the date that is specified in the paperwork?

How hard is that?

Does anyone else have a similar situation? What can we do about it? Is there an official body I can complain to in order to get it sorted and make sure this farce never happens again?!

I look forward to hearing your feedback and advice.

Thanks

[perksie · Accepted solution]

You can make a complaint here:

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

[Anonymous]

Hi there unfortunately live chat is useless and isn't recommended on here you can complain here
Complaints Review Service

We will take an impartial look at your complaint and how our customer service teams have handled it so far and do our best to help you find a resolution that you’re happy with.

So we can review your case without delay, please send us details of your complaint making sure you include:

• Your name and address
• Your mobile and account numbers
• A daytime contact number
• A suggestion of what you'd like us to do to put things right
• If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.

You can send us everything by post to:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP

http://www.o2.co.uk/how-to-complain

Alternatively you can email us directly at: complaintreviewservice@o2.com or fax us on 0870 600 2402.


You can email them they should sort it out

[Anonymous]

Snap almost

[Anonymous]

Thanks perksie

[Anonymous]

Hope you get it sorted out do let us know

[Anonymous]

Brilliant, thanks damien1

It's annoying really as, being abroad, I can't call them without it costing me an absolute fortune. It's a catch 22.

Complaining might make me feel better though 🙂

[Anonymous]

I feel for you you can call them on +44 844 809 0200 free from your O2 phone if it's reconnected or you have anyone else there with an O2 phone you can use

[perksie]

---

@Anonymous wrote:

Thanks perksie

---

You're welcome, it's difficult when you're abroad.

Let us know how you get on.