What is the Executive team?

[LookingForHelp]

So I've got an active compaint open, they offered a final letter, I agreed. Then I had a voicemail telling me I'm to wait a week for the "Exec Team" to contact me about my issue. 

Long story short O2 is telling me they haven't recieved my "Switch-Up" device from a month ago. My previous post outlines the amount of problems I continue to have with this order and company as a whole. 

So my question is who are the "Exec Team" and how are they any different from the countless people I've already spoken too? 

I just find it funny that O2 agreed reluctantly that they were responsible for all the issues on the orded and that they'd pay off the £1300 on the old device, now they're backtracking again as per usual.

TIA

[madasaf1sh · Accepted solution]

@LookingForHelp 

The Exec Team are the top level of Customer Service and are usually the team who contact you if you email the CEO or other CxO and seem to be able to get stuff done and approved.

If they are backtracking it means someone hasn't approved it, or they have noticed something that you have done etc...

having dealt with them in the past, they are normally excellent and get stuff sorted.

[jonsie]

The exec team are just an urban myth....

[LookingForHelp]

Cheers for the information! I'm feeling a little better now, hopefully these guys can look through everything. Thanks for the speedy answer!

[Oxonian]

@LookingForHelp 

There is occasional mention on this Community of members e-mailing O2's CEO direct and their complaint being passed to an "Executive Resolutions Team". This is all quite opaque but if you Google "O2 executive complaints team" you will find a "X" (Tweet) of 27 June 2023 from O2 to a customer by the name of Katy Evans that confirms the existence of that team and gives their contact details.

This community's spam filters mean that I cannot post a link to the "Tweet" - sorry - but at least you now know what you are looking for !

Please keep us informed of developments. 👍