@Mandi17
If you have logged an official complaint, you are unlikely to hear further from O2 until investigation of your complaint is completed and an official response issued. In the meantime, other O2 teams will be either unable or unwilling to involve themselves due to the complaint "flag" being extant on your account.
Your next step is described in :-
Customer+Complaints+code+250523.pdf (o2.co.uk)
https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf
In particular :-
What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.
O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact.
Hence, you need to wait for either an O2 response or for eight weeks to pass from 26 March. 👍
