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Switch up

Sue110768
Level 1: Joiner
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I started with switch up In 2022 . In Feb I went to change my phone the girl in the shop was talking and put me on unlimited . I had asked her is it the same switch up . I only found out it wasn't when I went in to an 02 shop for something . I insisted that this was not my fault I everything should be put back as it was ,but was refused after many letter and emails and speaking to the shop it was returned to switch up . This was may 8 . So my switch does not start again until Aug and it should be June but I am now on 90 days instead of anytime . I have spoke to numerous people . I have sent numerous emails and got the same reply . I don't think there is a complaints department.  I can not switch up my phone fuming all because of this girl . ANY IDEAS 

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Oxonian
Level 37: Blazing a Trail
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@Sue110768 

 

O2 do have a complaints' team but I think that it is a difficult complaint for you to "win". It is going to come down to whether or not a member of staff gave you incorrect information and trying to prove what was said in a conversation that took place six months' ago is almost impossible. 

 

If you want to complain, please see :-

 

How to Complain | Help | O2

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

 

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

 

Please also bear in mid that it is currently taking O2 up to eight weeks to investigate and respond to complaints. Hence, if you do lodge a complaint, you are not going to get a quick outcome. 👍

 

 

 

 

 

 

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madasaf1sh
Level 78: King of Kings
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@Sue110768 

 

Everyone is the same now, based on your last Switch Up you get put on the 90days switch up process, even though we where told it would continue as per when you signed up, as per the previous terms, they changed it again on the 27th June 

 

https://www.o2.co.uk/termsandconditions/mobile/o2-switch-up

 

So you are stuck now on 90days, if it has already been denied you are going to be fighting an uphill battle.

--
iPhone 16 Pro Max - o2 and Spusu
Xperia 1V - Spusu

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This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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Enlli
Level 69: Guiding Light
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So 90 days from 8th May is 6th August. 

Waiting just 10 days seems a better option than arguing with O2 which will probably go on for a few month.

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
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