Honestly baffled by O2.
I arrived from Virgin Mobile in May, and I used my PAC on December 27th as iD mobile had a better deal.
Immediately, 28th December, my number disappeared from myO2 ... I can still log in but only see o2 wifi as the only service available.
8th January, they manage to take the regular monthly fee. Not ideal, as they could be smarter, but fine: take the fee and then credit back whatever of it is appropriate later back through the direct debit.
So I ring up on the 11th Jan, get through to customer services, they say there's a credit, will be sent back. I also say I need my December bill and final bill. They say yep, log in to get it, I say not possible. They say no worries we'll post you it. OK, again fairly awful but lumbering corporate so no surprises.
I ring up today, seeing where things are at. I am repeatedly lied to that I should login in to my account, I must have forgotten my password, bills are in myo2 etc. Also, without seeing the irony, I am also told by the customer service person that I can't see my bills because I have ported out.
I explain they are lying which he seems quite upset about and then offers to charge me £1 to get all my bills posted to me. I explain I am not paying £1 to be shown a bill that I should have already been provided with.
Eventually he says he's going to apply a good will gesture to my account and then send me my bills (presumably the goodwill gesture will be £1 to net off the cost of seeing my bills). They can't email these so I have to wait 14 days for them to be printed and posted.
Leave 27th December
8th January Direct debit for normal amount leaves my account
19 January, credit not appeared back and no final bill received.
It's not just that it's all so amateur, it's that there are lies involved (log in to download your bills) and clearly the O2 process for PAC and sending out a final bill is completely broken by design.
Chances of me receiving my bills or credit at this point ... fairly low I would guess. Next step complaint to Ofcom I guess?
