Unhappy O2 customer

[Anonymous]

Hi,

I purchased a data only sim in your Horwich store on 28/10/16 on a 30 day plan. I specifically wanted it so I could use while on holiday in Gran Canaria in November and the assistant assured me that I would have O2 travel so I could use it overseas. While on holiday the SIM was not recognised by the local company and was useless. I used live chat a couple of times on the hotel Wi-Fi but they could not resolve my problem.

On my return I again used live chat to try and resolve the issue and was then told that the data Sim could not be used overseas making my purchase useless.

I asked to cancel the data sim contract via Live chat as it was only 30 days notice and was told that if I did not use the Sim for 30 days my contract would automatically be cancelled.

I have not used the data sim since this conversation  but on my latest bill dated 06/01/17 I am still being charged.

I believe I was wrongly sold the data sim and would like the data sim contract only cancelled immediately and a full refund of all money paid. I also believe the advice given both in your Horwich store and via Live chat has been poor, meaning I have spent a great deal of time trying to sort this out. I emailed the complaints review service on 07/01/17 with no response.

I have been a loyal customer of O2 for a number of years and am very disappointed with the service I have received regarding this data sim and am seriously considering changing my supplier.

Regards

[adamtemp64]

@jonsie see edit above

[MI5]

It would have been around 2012 when it disappeared for me I think.

[jonsie]

AH now scrapped, still, they had 16 years to invite me....Their loss...I think...

[Cleoriff]

Taken from the link I posted

Section 4. Eligibility: Customers are invited to use the Service entirely at O2’s discretion. O2 may take into account one or none of the following factors including, but not limited to, your average spend, loyalty or usage.

[MI5]

I wonder why I was dumped 😞

[jonsie]

20 years of loyalty......

[Anonymous]

I am the original poster from yesterday. I used resolver as recomended last night and received an immediate (automatic) response from o2 saying they were dealing with my issue and may call me. Just taken a call from O2, sim cancelled and a full refund of all payments. Thanks for your help. 

[MI5]

Good result and customer service above and beyond from O2.

[jonsie]

That is excellent news, good to know that the resolver works

[Cleoriff]

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@Anonymous wrote:

I am the original poster from yesterday. I used resolver as recomended last night and received an immediate (automatic) response from o2 saying they were dealing with my issue and may call me. Just taken a call from O2, sim cancelled and a full refund of all payments. Thanks for your help. 

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Absolutely great news @Anonymous We only heard of Resolver help with complaints a day or so ago. Really pleased it worked well and so rapidly for you. Thanks for coming back to let us know. Certainly never had a complaint 'resolved' so quickly before...:smileywink: