Changed package but doesn’t show

[paris]

Hi I changed my package last month and was given a date for a new box and sim to be delivered on 13th August but it didn’t arrive. I contacted customer service to be given a new date of the 13th September but still being charged the higher rate which was taken out my account yesterday and there is no notification on my account that a delivery or change to my package has gone through. I pointed out the reason was because I couldn’t afford my package as I was having to go part time due to my father being terminally ill with cancer! I’ve tried at times the chat box which eventually sends me to what’s app but then nothing. I don’t have time to hang on the phone which I’ve tried also. How do I get help?

[paris]

Changed to a Volt package and requested a small box as we still have the old style large box but haven’t received sim or box. The changes don’t show on my account either or the drop in charges. Caring for my father so don’t have the time to hang on the phone and can’t get any joy with chat bot. 

[Steven_L]

Hello paris,

Welcome back to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your new package. 

Did you sign up to the new Volt package online? If so, this can take up to 14 days for the package to be added to your account. Did you sign up more than 14 days ago?

Kind Regards,

Steven_L

[Robert_P]

Hello paris

We're sorry to hear of the package issues and confusion caused, we appreciate you raising this via the forums.

From the account we can see a complaint was raised where a resolution was sent to you at the end of August asking you to contact O2. Were you able to speak to them at all during this time in regards to the SIM?

[paris]

Changed package and told 13th Aug then today instead. Can I get compensation and how do you contact someone if you can’t get through on chat due to choices they give and nobody responds when passed to what’s App. Hard of hearing so struggle on the phone.

[paris]

As I changed my package due to cost because I’m caring for my terminally ill father and assured by email the delivery would go ahead today after being told the 13th August while chatting why should I have to contact them. The box and package is with yourselves!! How do I get compensation as I paid full bill last month after the supposed date of 13th Aug and now being sent a bill for over £113 this month? Can I contact the ombudsman now? 

[Ashleigh_C]

Thank you for popping back to us @paris and I am so sorry again to hear that this has happened. 

I would be more than happy to look into this further with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.