o2 Messed Up

[PinkCheetara]

so long story short got the message i could cancel my airtime contract due to the price increase, so i did, and moved to a different plan... 
customer service advisor confirmed it wouldnt cancel my device plan, and i could use the same SIM... 

Customer service advisor took it upon themselves to cancel my device plan and disconnect my phone and send a sim card that took 4 days... o2 were able to give me back some services like making calls/sending text but couldnt recieve them... until i got the new sim... 

Myo2 is messed up it keeps defaulting to an old device plan thats paid off because he retained the wrong plan. I cant claim my disney plus i was promised since it's not even an option anymore (even though i could friday - the day it all started, but left it cause all sorts of stupid stuff was going on with my account)

I've made an official complaint to o2 since my device plan has now gone to collections and i didnt ask for that, and they're like well you're just gonna have to deal with collections now... 

But is there anyway to claim my disney plus im entitled too since it was with the unlimited contract? help?

[MI5]

@PinkCheetara 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook or Instagram https://www.o2.co.uk/abouto2/social-media or give them a call on 202 or 0344 809 0202

Guide: How to find help & contact O2 

Guide: Adding and removing O2 Extras  

[PinkCheetara]

Tbf the community are going to probably be more help then o2 customer service at this rate. Was hoping there was a link direct to the bolton since it disappeared from my account over night. Another nail in the coffin for o2 .

[MI5]

If it's not showing in your MyO2, you'll need to call them @PinkCheetara 

[Paul820]

@PinkCheetara

This is where you take it to the financial ombudsman, if O2 dont solve the problem or provide a satisfactory final response within 8 weeks you can contact the FOS then, they did the same to me last year with my watch account and the FOS were very helpful, O2 wrote off the device plan for the watch. Please keep an eye on your credit file as they started to mark mine as arrears etc

[PinkCheetara]

Appreciate you responding. How long did it take you to go to them. I started freaking when they mentioned collections, made my anxiety sky rocket. 

Myo2 account is a mess everything i click when in my own price plan goes to my very old device plan and saves the bill. Like whys it saving a pdf file when ive asked for bolt ons for my airtime plan. 

It was a pain to renew my contract as it was (the email never came i couldnt accept terms etc), being the loyal 20 year plus customer i decided to stay even when I cancelled my airtime plan due to the price increase but get a new airtime plan with benefits. Wondering if i should of just run, its been nothing but hassle both times now. 

[Cleoriff]

@PinkCheetara 

Once you've lodged a complaint, you have to waitup to 8 weeks for O2 to respond before moving things further. As @Paul820 said, keep an eye on your credit score though. 

It's pitiful that a communications company is so damn poor at communicating!

[PinkCheetara]

In my complaint i stated i wanted anything that negatively impacts my credit score due to their incompetence removed. Fingers crossed i dont have to do more chasing and they fix it

[jonsie]

When O2 mess up they do it big time and no one seems to want to take responsibility or ownership of the error.

I wish you the best of luck @PinkCheetara 

[Paul820]

@PinkCheetara 

I had to wait 8 weeks as O2 wouldn't take responsibility for their mistake, once I contacted the Financial Ombudsman things moved pretty quickly.

If you're using the new updated myo2 app, don't as it's doing the same for me, it's showing my current line but also all of my old devices apart from the one I currently have with them... If you use myo2 through browser like chrome etc then it's working properly.