I have recently changed jobs and needed to move my number from my employers business account to a new personal account in my name. The business and personal teams absolutely do not speak to each other, so setting up this request was a nightmare that involved numerous trips to a physical 02 shop as well as many phone calls, but once all was confirmed I was told it would take 24-48 hours to transfer.
That was 18 days ago.
My phone number is still awol, the sim is still showing as un-provisioned and no one in customer service can help. I am losing entire days on the phone to advisors who pass me back and forward between personal and business and no one can help.
I've submitted a complaint via email but the response says it can take up to a month to hear back.
I rely on my number to authenticate various services, and to not have access to it while changing jobs is proving incredibly stressful. Is there ANY other means of contacting 02 or escalating this issue other than waiting a month for the email CS team to respond?
