Two years ago (and a few months) I got iPhones with O2 contracts for my teenage kids. To make sure both contracts would be terminated after the two-year duration I called the helpdesk to cancel. The first termination was smooth, the second termination is a problem.
I noticed O2 does not accept a termination unless its done X weeks (I seem to remember 4) before the contract ends. The system can't handle a customer that wants to declare the termination six weeks before the end of contract.
When I called to terminate the second contract, the customer service agent told me to ignore all bills and pay when the final bill was sent. I might have missed that, but when I signed in on my account to check the status a few weeks later both contracts had disappearded from MyO2.
O2 did send a reminder (I now discover) but with 'mycare' as visible sender, no reference to 02. I get hundreds of emails a day, so why O2 doesnt show its name in the address of a reminder mail puzzles me.
Now I am getting mails from some sort of shady debt collector: Moorcroft Group. Their approach reeks of scammers. "We act on behalf of TELEFONICA O2 (UK) LIMITED and need to speak to you urgently regarding a personal business matter." I dont understand why O2 doesnt use a decent debt collector that is visibly linked to O2 and refers to actual contracts.
I am happy to pay what I owe O2, but as both numbers are deleted from my account I no longer have access to the overview of bills. That doesn't make sense either. I understand that numbers get disconnected when bills aren't paid, but why delete all info from a customers acount? O2 even deleted the link to a direct payment online.
Now I am trying to resolve this matter with the Payment Management Team at O2, but the telephone waiting times are a nightmare.
Please smoothen the termination process guys. Customers come and go, but they might come back if you give 'm a happy ending!
