Re: Mobile SIM complaint

No problem John. 

I've reviewed this with my manager as it's quite a complex case and we've come across multiple pieces of evidence that show we were not at fault for the issues you've encountered.

As you knowingly signed up to a Oomph bundle and knew that it came with a SIM it would have been your responsibility to keep the SIM card in operation in order to receive updates about the mobile account. As you've admitted to never using the SIM card we wouldn't take responsibility as we would have sent notification to you - It's not our responsibility to make sure you keep your SIM card active and in good working order.

Furthermore, as your SIM was part of an Oomph bundle, it meant it was connected to the Media side of your services, thus we would have used the contact details to notify you that your Media bundle was changing. In essence, Oomph customers would have been told about their SIM migration via email, text or letter.

As you did not take responsibility to keep the SIM active and ready for updates, we conclude that the events are of a direct consequence of your decision not to use the SIM.

I understand this is not the outcome you would have been hoping for, but we believe this to be a true reflection of what happened. This means the credit defaults from the O2 account would still be valid and we wouldn't be able to ask O2 to amend them.

If you feel like we've come to the right conclusion after reading our breakdown then we can get your complaint closed down as resolved.

If you do not agree with our resolution then please let us know and see our Complaints Code of Practice to learn about what happens next if you want to escalate.

Thanks,

Meg