I began a new contract with O2 on 30th August 2023. I list below an issue I have repeatedly raised in various forms with both the telephone enquiries, the staff at the O2 shop in Huntingdon, Cambridgeshire, and via online communication.
It was apparent fairly soon after I started with O2, that I could not receive incoming telephone calls or texts. As a consequence, I was unable to set up various applications because I was unable to receive text details of pin codes. I was also unable to maintain appropriate business contacts. I visited the local O2 shop on 6th September and staff indicated that they would forward the matter on. They did not do so.
On 7th September (see e mail), I contacted O2 Customer Services by telephone and registered the issue and was advised that the Complaints department would respond within 7 – 10 days. I received no response in that time. I again registered the issue and was again advised by standard e mail that I would be contacted within 7- 10 days.
On 9th September I called the complaints team and indicated my dissatisfaction that it would be a further delay. It was clear from that conversation that no accurate record had been made of the issues I had raised because I was repeatedly asked if the issue was that I could not make calls. The person I spoke to had apparently agreed with their manager that, in the circumstances, I would be sent a new SIM card and given service free of charge for 2 months and that I would be contacted within 24 hours. I was not contacted.
I received the new SIM card which I took to the O2 shop and they inserted it and registered the change with O2. The same problem persisted.
I contacted O2 again, I believe the complaints department. It was agreed that the fault may lie with the device and a new telephone was sent and received. I took the new device to the local O2 shop. They removed the new SIM card and replaced it with another new SIM card. The same problem persisted.
I called O2 on 23rd September 2023 and spoke to a woman (please see attached e mail). It was suggested that there may have been a problem with the PAC code transfer from Vodaphone. She agreed to the following action;
- E mail sent to Vodaphone on Saturday 24th September (copy to myself)
- She told me Vodaphone did not work Saturday or Sunday and would not act on it until Monday
- This staff member did not work on Tuesday
- This staff member would contact me via e mail on Wednesday 27th September in the morning.
I had received no contact at the time of writing this letter initially but subsequently received 2 e mails on 28th September at 08:53 hours with no message, and further message sent to me at 15:50 hours, showing that she had followed her original e mail at 16:22 hours, I presume to the technical team. It is clear that no one was responding to this issue.
27th September 2023, I contacted O2 requesting a PAC number. I was told that would not be possible until a full investigation had been carried out, despite advising that there was supposed to already be an ongoing investigation. I called again and was given a PAC number. The operator asked why I would be leaving O2. I explained the lack of service for nearly a month. However, the email I received from him suggested that I may be liable to repay £426.
During the course of my contacts, I made it perfectly clear that I could not receive calls or texts and repeatedly requested contact either via my landline or via e mail. I was never contacted via landline, and only responded to via e mail after 27th September.
I believe that O2 are in breach of our contract having never supplied a full service or responded appropriately to an ongoing problem. You were quick to take payment for the first month. I have missed a number of important telephone calls and texts which relate to family contacts, business dealings, caused considerable inconvenience with time going to and from the O2 shop, time spent on the telephone listening to music, as well as the stress of not being heard and my issues being constantly misrepresented.
The device was posted to return to you today 2nd October 2023. I have taken photographs to show that the device is undamaged.
In the circumstances I request the return of the £24 paid as the initial month of the contract. I also request £500 for the month of inconvenience, problems created for both family and business, and appalling (actually none existent) customer service.
I look forward to hearing your response within 10 days.
Yours sincerely,
