I bought a pre-paid Ipad sim as a Christmas present but unfortunately the Ipad it had been purchased for wasn't cellular so I contacted O2 in an attempt to return the sim and obtain a refund (£48).
My first attempt was to arrange a refund online but my pay monthly account didn't have a record of my SIM purchase so that wouldn't work. I couldn't proceed any further without the pin number which had been sent to the sim number in question. As it was an Ipad sim that hadn't been used, I couldn't retrieve the pin so my next attempt was chat.
After a 20 minute online chat (goodness knows how long it takes people who don't touch type) I was told they couldn't help me and I needed to call customer service.
The next day I called customer service and after 40 minutes on the phone I was told by two different people that I should just destroy the sim as it was PAYG - I reminded them that it was PREPAID and there was a refund due, they seemed stumped by this and said someone would call me back. No-one did so I called them back later, went through the whole thing again and an adviser called "Wade" told me that the sim had been cancelled and I would receive a refund in 5 - 10 days.
12 days later I tried chat again to ask where my refund was. Again, after 20 minutes they told me that they couldn't help. So the next day after 22 minutes on the phone I was transferred to the PAYG department and spoke to a lady who advised that the sim hadn't been cancelled but she wasn't trained to cancel it or do refunds but she assured me that she was going straight over to her colleague who would be able to help and would call me back in 2 minutes. Three days later I'm still waiting for that call and for the refund.
It's so frustrating that you can't email customer services so you have a choice of wasting time trying to get through on the phone or by chat and repeating the whole thing again - I have no appetite to do this for a 6th time! It really shouldn't be difficult should it?
I have received two calls from 02 sales department this week trying to get me to renew my pay monthly contract which expires next month - no chance of that until this issue is resolved. I currently owe £38 for my pay monthly bill and I'm so tempted to cancel my direct debit and offset but with such poor communication from 02, I'd end up getting a black mark on my credit record.
Anyway, apologies for my rant and well done if you've got this far, can anyone give me an address to write to that's not a P.O. box number so that I can send a letter by recorded delivery?
Thanks
