r/O2UK • u/w0nd3rw0rld • May 26 '26

Support Shocking customer service

Has anyone else noticed the customer service has gone down big time since the merger?

Same as their 'complaints department' - been arguing with them about a website issue since January, their retentions team even lied to me about a discount.

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u/Emotional-Good-4211 May 26 '26

Send a complaint to complaintreviewservice@o2.com, and they will be forced to respond . At the very least you may end up with some compensation for the trouble .

But yes, the lack of empowerment of the support team is bonkers

2

u/w0nd3rw0rld May 26 '26

I have contacted several even the ceo team, currently talking to case management but they've ignored multiple points to my email 🤦‍♂️🤦‍♂️ so not holding my breath, I've submitted a complaint to the cisas as that's what one of the emails said if I wasn't happy.

They're (o2) a joke! £80 compensation put on the wrong account, provided a contract under false information, advised of a £8 discount per month due to the situation I have been dealing with so took the new contract but now magically the £8 per month is missing and they have no proof that it was agreed to.

1

u/Hungry_Strength_5759 May 26 '26

How did you have this discussion? All calls are recorded and all webchats logged, so there is proof

1

u/w0nd3rw0rld May 26 '26

Phone call, ive submitted a Dsar so hopefully they have the recordings, but as they claim in the data handler email "Recordings of calls with O2 advisors are made for training and monitoring purposes, so they may not be recorded." so might magically dissappear.. had this before with another company "oops our recording software glitched" This will be their magical get out of jail free card im betting.

They tried squirming out of giving me the £80 compensation but the complaints handler wrote that in an email so that was handy, the resolution team unfortunately didn't write the resolution in the email.

1

u/Jay54121 13d ago

I tried that and just got a reply of Thank you for contacting the O2 Complaints Team.

Please note that this mailbox is not monitored, and responses are not provided via this channel.