I have attempted to upgrade my phone today using the O2 app. This was completed and I had the contract documents through. I selected a store for collection that was an hour’s drive away because that was available for collection today (it was 10am at this point) as I am working the rest of the week and paid nearly £200 to end my existing device plan early.
I then drove to the store for them to have no record of the order and when I asked if there was anyway of escalating this, they said no and shrugged me off saying that there was nothing they could do to help. I have spent two hours on the phone to O2 and this has still not been resolved.
I have been a customer with O2 for probably at least ten years and have phones for both myself and my children through you, and as it currently stands towards the end of the day, I am £200 down having paid that to O2, have driven an hour there and back to a store who couldn’t care less and have been back and forth with phone calls to your call centre where after an hour I’m either getting cut off while on hold or still getting passed to someone who “will be able to help” but actually cannot.
The customer service and general operational logistics displayed by O2 has been nothing short of disgusting, if not borderline fraudulent, and as a result I have wasted a rare day off trying to upgrade my phone (something that has taken no more than an hour in the past), had to cancel plans I had made for today and have had £200 disappear into the ether.
I would like to know where we are going from here because nobody in the store can help, nobody over the phone seems to be able to help and your online chat facility is completely useless.
