All is well that ends well.
so since my original post - the agent had left me hold for around 1.5 hours that day to speak to escalations. While I was bored and getting frustrated - I posted here, messaged on social media and emailed in a complaint. After around 1.5 hours - she confirmed nobody was available and she would call back.
she called back on Saturday and put me on hold again to speak to escalations for around 1 hour before confirming nobody was available again.
this happened again on Tuesday and when she called again on Wednesday - I really did feel smashing something. After about 30 minutes I was actually on the line with someone from escalations.
This individual was brilliant. He confirmed that there was no recordings of the calls - and any previous advise was given off the notes.
He asked what he could do to make this right, and I was quite blunt, give me switch up back, let me switch up now, or cancel my contract with no additional charge. He was rather nervous and just as I started feeling like this was a fruitless endeavour - he popped me on hold.
phone started pinging notifications in my ear while I was on hold but I figured it wasn’t anything important…
he came back five minutes later and confirmed he had restored my switch up, then went through the process to order the new phone and everything.
finally - unprompted - he said that he was going to give £50 credit on my bill, as I had spent about 12 hours on the phone with o2.
fab result and couldn’t be more chuffed. A good story to contrast the usual experience with customer service and I suppose the patience and perseverance paid off.
