So at 5pm tonight I called o2 via 202 (incidentally, there is no option for complaints, so i ended up choosing option 0 to speak to someone).
Spoke to customer services and explained the first part (got my sim cut off, rang their support, got told my account had fraudulent activity, that they would ring me back in 3-5 working days, no further details would be given). She took about 5 minutes, which i assumed she was writing this all down. She didn't speak or update me during this wait. Eventually she came back and said that she could confirm what I'd said, and that this was normal practice. In all cases of suspected fraudelence they would bar the sim card, not tell the customer, and the fraud team would contact the customer. She did however go on to agree that my sim should have not been barred, and apologised.
I went on to tell her that i had called a second time that day, spoken to an advisor, not given any details on the fraud, told her that I was informed in such a way that i genuinely felt like i had been accused of something, and that the agent gave me a contact number for the fraud team.
Finally I explained that i had rung the fraud team on the following day, confirmed my details, where the advisor explained that my account should not have been barred and that she would reinstate. I also explained that the fraud advisor was intentonally vague with me, and did not offer me any details of what had happened to my account (I had to ask, to which she offered some info).
Customer services tonight once again apologised, confirmed that my account should not have been barred, and that the appropriate manager would be made aware of the situation, and that the relevant member of staff would be advised. I asked if i'd be made aware of the outcome, and she just repeated saying the appropriate manager would be made aware of the situation, and that the relevant member of staff would be advised.
There was no offer of any compensation, and as far as the advisor was concerned that was the end of it. I felt petty and didn't mention about the 24 hours i'd had without a phone, the incovenience and massive stress it had caused me (and my wife!) and the cost of ringing o2 via a landline (as i coudln't contact them via the o2 numbers they gave me, as i had no mobile).
So, that's the complaint done, but I've got diddly squat from the process. I actualy felt better before the call. As o2 are pretty locked down, i guess there's no further avenue for me to complain to? Got to say that this entire o2 experience has been bloody dreadful.
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