Frustration with O2

[Rob76]

I received an email 15/01 stating my direct debit will be suspended followed by a duplicate 15/02 stating the same.

After many hours with customer service and the helpful staff at my local O2 store, it appears that the fraud department have put a flag on the account, denying access to any other customer service.

Emailing the fraud dept. brought no response and I gather from reading community replies that this is their normal action.

I have now received an email from billing stating 3 months payment will be taken 18/03. This seems very unfair as I have had no service for almost eight weeks and have been unable to access online banking due to lack of SMS verification.

This account has been running for many years and to my knowledge have not been scammed. I have raised a complaint via Resolver but wanted to rant a bit!

I am appalled by the non communication from the fraud dept., but understand the replies the community gurus have posted.

Needless to say, once this is resolved, I will be seeking another provider.

Regards all.

Rob

[Oxonian]

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@SBP619 wrote:

Sorry if I hear nothing by 10 May 2024, I will then need to progress to the Ombudsman.

You need to be very clear @SBP619 as to whom is doing what here. In my view, you cannot go to the Ombudsman. The account is in your father's name, I hope that the complain was submitted in his name and it is he that will need to go to the Ombudsman. 

That might seem pedantic but if you rather than the complainant goes to the Ombudsman, he will likely reject your case and that will be the end of it.

I would have thought that you will be going to The Communication Ombudsman but you will need to read the guidance herein and make a decision from there :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

[Rob76]

Update on my complaint:

Still no resolution from O2 after 15 weeks (and counting), therefore I have escalated this to the Ombudsman service via Resolver.  Now I guess I must wait (again).    *sigh*

Rob

[Oxonian]

Thank you for the update @Rob76 ; it is something of a waiting game ! 👍

Please keep us updated.....