O2 Mobile Customer Service Issues

I purchased a second phone online for click and collect, only to receive an email later saying the phone was out of stock. Despite being informed I would be refunded if the phone wasn't collected within 7 days, I was eventually charged for the line rental. After contacting customer service several times, I was promised a refund and that the issue would be resolved. However, my phone line was still cut off multiple times, with billing errors showing I was being charged for the new phone instead of my regular bill. Despite assurances of credits and no late payment fees, the problem persisted for months, further complicated by unhelpful online chat interactions and unproductive phone calls. The situation remains unresolved, causing great frustration.

Hello, During a challenging period of moving and medical issues, I encountered difficulties setting up a direct debit for my phone account. Despite my efforts, the second account's direct debit failed to process, resulting in a service suspension. I kindly request your assistance in reactivating the phone number [redacted]6 by enabling the direct debit payment. Additionally, I have changed addresses due to personal circumstances, with the new address detailed below for prompt updates. Please ensure both phone accounts are associated with the correct address. OLD Address: 79 Elgar Drive, Maltby, Rotherham, S66 7QD. NEW ADDRESS: 14 Haydn Road, Maltby, Rotherham, S66 7PP. Payment Details: NatWest Account Number: [redacted] Sort Code: [redacted] Expiry: 02/[redacted] I kindly request synchronizing the direct debit dates for both phone numbers, allowing for easier management. Due to medical reasons, I prefer written communication over phone calls. Your understanding and assistance are greatly appreciated. Warm Regards, S.S.

Subject: Account Enquiry and Closure Dear O2 Customer Service, I recently received an email regarding Account No: [redacted] with an outstanding balance of £23.00. I am puzzled by these charges as I have previously canceled all my O2 accounts. It has come to my attention that an unauthorized payment of £57 has been deducted from my account post-cancellation. Could you kindly confirm the closure of all my O2 accounts as requested? Additionally, I urge you to refund any incorrect charges promptly. In case there are outstanding fees, I would appreciate a detailed breakdown of the amounts owed and the reasons behind them, considering I no longer have access to my online accounts due to their closure. Unfortunately, my attempts to reach O2 Customer Services by phone have been fruitless due to service difficulties. I hope to resolve this matter swiftly to avoid escalation to the Regulator. I am looking forward to your prompt response and resolution of this issue. Sincerely, I.C.

I have two inquiries that I need assistance with. When I tried calling, there was a message saying the line was only for emergencies. I've been an O2 customer for years and have been happy with the service. In April, I reported a stolen Samsung S8, which was subsequently blocked. I now have an A20 phone with a new contract that I'm pleased with. However, as the S8 has been recovered, I'd like to request unblocking it to sell since it shares the same number as my current phone ([redacted]5). The second issue involves repeated calls from the number [redacted]9, despite me blocking it. The caller has used a private number to reach out after being blocked. Please check if this number is responsible for the private calls, as I may need to involve the police. I would appreciate it if you could block this number on your end to prevent further calls. Thank you, Cerys Bosanko

I experienced online fraud with O2 on March 3, [redacted], resulting in Hard Searches on my Credit Report for 2 items. I reported the incidents to O2's fraud department, but have not received a response yet. The accounts are still on my Credit Report - one listed as unknown and the other for a £[redacted].00 loan. I resolved the issues with my bank, but the accounts remain. I have contacted the call centers multiple times and was provided with a fake email address ([redacted]). My bank reference numbers are GED[redacted]5 and GED[redacted]9, and I have a Crime Reference Number from Action Fraud Police - NRC[redacted][redacted]. I am seeking assistance in removing the Hard Searches from my Credit Report, as they have significantly impacted my Credit Score. Thank you, Geraldine P.

I recently discovered my phone was hacked on October 14th. I immediately contacted O2 to report the suspected fraud. Despite being assured by a helpful representative that the fraud team would contact me within 48 hours, I never received any communication. After sending a complaint letter on November 3rd, I did not receive a response. On November 4th, my username and password were changed without my knowledge. When I tried to contact customer services, my account was inaccessible due to alleged overdue payments. Even after O2 acknowledged the account was fraudulently used and assured me I wouldn't be responsible for the charges, my phone remained barred, and I continued to receive threatening messages about overdue payments. Despite spending considerable time on the phone with a customer service representative on November 16th to resolve the issue, my phone remains barred, and no progress has been made. I have attempted to contact O2 without success and am now considering involving the ombudsman. I urgently need my phone service restored.

I am trying to log in using my email address [redacted] for phone number +[redacted][redacted], but o2 is not recognizing my email. Since I am currently unable to receive texts at this number, could you please enable my email for my account? I am in the US at the moment and will be back in Germany in a few months. However, I would like to access my o2.de account now. Thank you, S. Gorelick

I noticed an extra £18.86 on my recent bill that I don't understand. These charges seem to have occurred while I was in Saudi Arabia visiting my grandchildren. I'm not very tech-savvy and always try to avoid using my phone when I'm abroad, so I'm confused about these additional fees. Budgeting is crucial for me, so this unexpected charge is concerning. I kindly request a review of these charges to confirm their accuracy and a refund if necessary. If I unintentionally incurred these fees, I would appreciate guidance on how this happened and how to prevent it in the future. I hope we can resolve this issue amicably. Thank you for your assistance. Best regards, Peter T.

Customer number: [redacted] Dear O2 team, I am contacting you on behalf of customer Živko Vlajankov (customer number can be found in the enclosed letter). Mr. Vlajankov has not been able to use your internet service since April as the connection at home is not working. He has tried to contact you by phone several times without success. We kindly request for a technician to be sent to address the internet issue, as resolving it over the phone does not seem possible. We would appreciate it if you could provide available service appointments or potentially assign a customer representative fluent in Serbo-Croatian to guide Mr. Vlajankov over the phone. Thank you for your efforts.

I have an O2 pay-as-you-go mobile SIM card. A few weeks ago, I noticed that it was unable to connect to any numbers, including emergency ones. I rarely use this number, mainly for receiving text messages from my bank accounts for one-time pass codes. I currently have 7 bank accounts that I cannot access online as I cannot change the mobile number linked to them. I have another mobile account with BT, but I need my O2 phone to access these bank websites, making it impossible to make the necessary changes. Attempting to update my mobile number through customer service lines with my banks has been a frustrating experience due to the time it consumes. Unfortunately, I have not been successful in resolving this issue with any of my banks. The loss of my O2 connection has caused significant financial implications, and I urgently require the restoration of my connection and original phone number.

I am currently awaiting a call back from O2 regarding a complaint but have been unexpectedly disconnected without warning. I urgently need to speak with an advisor, and you can reach me on [redacted]4. I have been unsuccessful in contacting O2 as my phone service is now disconnected, and I am headed to the Forestside store to speak with someone directly. Last Saturday at the Downpatrick store, I inquired about an overdue upgrade and was rudely dismissed by a senior staff member who insisted they had nothing suitable since I did not want 5G. Upon reviewing my accounts, I discovered an unknown account that I have been unknowingly paying for over the past two years. Despite assurances from O2 customer service for a call back on these matters, I have not received any response, and now I am suddenly without service and unable to contact customer support. I am a mature student and depend on reliable communication services for my studies. If this issue is not resolved promptly, I will have to seek legal advice. My O2 contact number is [redacted]4. Thank you, S. Boyd

I received a letter from O2 discussing the issue of having a contract longer than 24 months, especially for non-businesses with fewer than 1 employee. Despite being told by Arial and a supervisor that everyone now has a 36-month contract that cannot be altered, I am displeased with the conflicting information provided by O2 and Arial. When attempting to contact O2 customer service, I am redirected to Arial, who is unresponsive. What should be my next steps in resolving this matter?

Sehr geehrte Damen und Herren, Am 28. November habe ich eine Rechnung von o2 erhalten. Ich habe meinen bestehenden Vertrag unter der Kundennummer [redacted] bereits gekündigt und kein Handy erhalten. Daher schreibe ich Ihnen nun, um herauszufinden, warum ich immer noch bezahlen muss. Bitte erklären Sie mir das so schnell wie möglich und ich danke Ihnen für Ihre Bemühungen. Mit freundlichen Grüßen, Abderrahmane El Hammoumi

I have a subscription for 5G services and live in Hatfield, Hertfordshire. I use the Google Pixel 7 Pro, but lately, I've been experiencing unreliable network performance. I seem to only get 4G and 4G+ signals, with 5G connectivity being scarce. I've tried changing locations, even in busy areas like the market in the town center, but the issue persists.

I was subscribed to Virgin Media and had a phone line that was transferred to o2 without my knowledge. I am receiving bills for a number I never used. I have tried to sign in to pay the bill, but I do not know the phone number associated with the account. I believe I have canceled the account, but I need assistance in paying the bill. Could you provide guidance on how to settle the bill without receiving threats of credit agency involvement? My account number is [redacted]. Thank you.