o2 have disgusting customer service - blocked my phone and take my money for no reason

[Anonymous]

Never open an account with o2.  The customer service is appauling.  o2 keep blocking my phone when my bill is due and have done this on numerous occasions and continue to do so.  They take money out of my account and then return it the day after.  Then my phone blocks EVEN THOUGH I've warned o2 about it 6 times (it's happened every month since october). I've phoned customer services multiple times, and they simply cant fix the problem! I've been promised phone calls back, and have received none.  o2 cannot provide me with a resolution. It seems they try everything they can to avoid dealing with my problem.  No one from O2 is taking this seriously.  During this process which is still ongoing I've incurred costs for having to call O2 from my landline many times, I've lost days of service (including christmas eve, Christmas day and my birthday), I've incurred bank charges because o2 took too much money out of my account and then returned the money the following day without any notification to me and finally the amount of personal time lost and stress incurred during this process has been absolutely disgusting (I've even had to take half days from work to sort this problem out with no success).

o2 need to treat their customers with respect.  Someone from o2 needs to confront this problem instead of avoiding it.

[MI5]

I'd start a complaint through "Resolver".
We've heard good reports about this service.
http://www.resolver.co.uk/

[Anonymous]

I have done, waiting for a reply from O2. In the meantime I just want my phone unblocked, but O2 keep saying to me they will do it and ive waited 2 days now and rang them everyday. They still have not unblocked me. The south african customer service team are obviously just telling me what I want to hear without acting out it. Yesterday someone one the phone promised me they will resolve this for me and promised me a phone call on my landline after I begged (lisa) to take this seriously. Guess what? No reply back 😞 

[MI5]

I'll flag out community leaders to see if there is anything they can do to help you.
@Toby @Martin-O2

[Martin-O2]

Thanks for the mention @MI5. @Anonymous I'll raise this with the rest of the team for you. I'll drop you a private message now to get a few more details we'll need to look into this. 

[Cleoriff]

Without doubt there is a major mess up with this account @Anonymous

I note @MI5 mentioned trying for resolution via Resolver. Have you actually done this or just made a complaint via the usual complaints route?

[Anonymous]

I issued a complaint in early december via the complaints department on the phone. I received a letter a week later saying the issue is now resolved and the complaint will be ended. Another week later the same thing happened and my phone got blocked. 

Now I have used resolver only yesterday, so I am waiting for a reply back from O2.

[Martin-O2]

@Anonymous I've sent you a PM about this so get back to me when you have a minute 

[Anonymous]

For some reason this post has been moved to a less obvious place.

I have just gone into a o2 store to try getting my phone unblocked.I was told they can not do anything, and was adviced to call customer service AGAIN. They refused to even call on my behalf.

Im shocked that nothing can be sorted instore. The store it seems is for only taking your money.

Still waiting for phone to be unblocked...... will post up once there is any progress

[MI5]

It's been moved to the correct forum section.
Nothing to do with visibility at all.
Use the complaints process I posted up previously - shops and CS aren't able to help so it needs escalating.

PS. @Martin-O2 is helping you anyway so stay with that for now.