So in short on 21st Nov 24, I requested my monthly airtime be terminated - I confirmed with the o2 agent I could do this and keep device plan as my device/airtime was post 24 months. They confirmed and scheduled disconnection for 22.12.24. Fast forward to post disconnection - device plan been enforced final bill issued for full amount. O2 state payment plan (of delayed final bill) and have arranged this after lots of hoops.
complaint sent - went to deadlock - no explanation or responsibility to the error. Taken to Financial Ombudsman as device plan, they’ve stated the final response states comms ombudsman but agree it should be with them. They’ve had to go to o2 and the delays continue.
I will not stop until this is put right (I want the device plan reinstated - as I did not breach point 17 of agreement) or at least ownership and a real consideration to their error.
has anyone else had experiences like this - I’ve never had such a poorly managed complaints service.
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