I recently contacted o2 to order a mobile phone after seeing their
advert on the internet for 500 free texts the phone itself was
for for my girlfriend but i did the ordering. We spoke to the
guy over the phone and he said we would receive a confirmation
email and gave us a username and password, after a day or two
i had not received the email so tried to access the site using
the username but was informed that it did not exist, i then phoned
the o2 customer helpline at 50p per minute and after some mucking
about i was told that the order had not been processed.
I then tried to order another on the website which was more of
a success everything went through and the phone arrived 5 days
later. Thinking all was well we inserted the sim card and received
a registration failed alert.
Again i contacted o2 and was told it could take up to 24 hours
to register, 24 hours later the phone still did not work, after
numerous phone calls to the premium rate line and several different
excuses i was told that the sim did not have an account assigned
to it and i should return it which i did by recorded post.
I then tried to order another which they advised me to do only
to receive an email saying that they could not send another and
that this may be because of irregularity in my bank account details,
so i tried my other account and received the same email saying
they could not send us another phone. Then i received an email
saying that the original order was being sent back to us because
the problem had been rectified and they would send it next day
delivery. 4 days passed and still no sign of the phone so i phoned
them again.
This time I was told that the original account was still active
and that was why i could not order a new phone they also said
that they had not sent anything out to us and that they had never
received the original order that we sent back.
I am currently still trying to sort this out but feel like I am
talking to a brick wall and 4 orders down the line my girlfriend
still has no phone. I could not remember all the dates of contact
as there were so many but most days during the past 3 weeks I
have been making phones calls or writing and receiving emails.
Links to other O2 Complaints
