I was mugged on the weekend and my phone got stolen. I filed a police report that day.
I went to the o2 store but as I can't remember the security question (i know my billing details etc and I can log into my o2 account) they made me call customer support. CS provided a passcode to override my security question but it wouldn't work for 2 hours, and I wanted to go home as I went immediately after my phone was stolen and was exhausted and upset.
I can't call customer support as I don't have a phone. I can't change my security question via the o2 app as they send a text verification and I don't have a phone or sim to receive the two factor verification call on. I can access a store but when I last went the workers were extremely unhelpful and said I needed to call customer service again - the wait time was an hour which I didn't have time to sit and wait for.
I'm so stressed and I have no idea what to do - I just need a new sim card and I can't understand why this is so so difficult when I have ID (passport), can log into my o2 account and provide all the data about my account and account history. I can't find an email address and the virtual assistant keeps telling me to call customer service which I can't do without a phone (or going out of my way to the store - my cards got stolen so I can't access public transport easily at the moment)?!
