At the end of May we ordered a new phone contract for my husband who was moving to O2 from EE. I have been an O2 customer for 20 years with no issues. It took over 2 hours to place the hour, another hour talking to IT department as issues confirming and submitting order online. Ended up having to re-order which took another hour. I paid for next day deliver, but took over a week to arrive with no notification from O2 or delivery company. We had problems setting up phone so went to local shop and spent another hour trying to sort, told needed sim swap. My husband was getting frustrated at all this delay as he had transferred his number but unable to use it. We decided to return phone as within cancellation period and cancel contract. After numerous more calls got confirmation that handset had been received back and all would be cancelled, this was mid June. I am still waiting for husband’s original number to be transferred to new pay as you go contract despite constant calls. I speak to lovely people who say they will do whatever is necessary but nothing is happening. I get calls to say it’s been escalated but still not resolved. Meanwhile we can’t use old number, it has caused serious issues with banking verifications as don’t receive texts as unable to make important payments. I can’t tell you how much time has been spent trying to get this resolved, often ending in me breaking down in tears on phone with sheer frustration. We just don’t know how to get this resolved, get the new contract cancelled correctly and old number transferred. The O2 processes are appalling, you are letting down both your staff and you customers
