Dear O2 Complaints Team,
This email constitutes my final complaint regarding the handling of my account and the ongoing failure to resolve a serious service error.
Over three weeks ago, I formally requested a deadlock letter. To date, I have received no response and no explanation for this delay. This is a clear failure to follow O2’s own complaints procedure.
More concerning is the fact that one of my mobile numbers was disconnected in error. I was repeatedly assured that the number would be reconnected, yet this has not happened. These assurances were incorrect and misleading, and the situation remains unresolved.
I have:
Raised a formal complaint
Requested a deadlock letter
Contacted O2 multiple times
Provided all requested information
Attempted escalation via executive contact channels
Despite this, I have been met with silence, broken promises, and a complete lack of accountability.
This situation has caused significant inconvenience and distress. The incorrect disconnection of my number, combined with O2’s failure to engage meaningfully with my complaint, is unacceptable.
I am now formally requesting:
Immediate written confirmation of why my number was disconnected in error
A clear resolution to the issue, including reconnection or a full explanation if reconnection is not possible
Appropriate financial compensation for loss of service, inconvenience, and poor complaint handling
The immediate issue of a deadlock letter if this matter cannot be resolved without further delay
If I do not receive a substantive response within 7 days, I will escalate this matter to CISAS without further notice, including a claim for compensation and a full review of O2’s failure to follow its complaints process.
Please note that all correspondence, timelines, and evidence are being retained for escalation.
I expect this matter to be treated with the seriousness it warrants.
Yours faithfully,
