Help, no contact from complaint department and no help offered from phone call.

[JamesRedLion]

Hi.

I’m trying to contact you here as I am at a loss on the phone. We are an O2 business account and on the 27th November I called to transfer my phone number and get a new handset as I had a new role in the business. I won’t go through everything that has happened but the highlights are that I have been told the handset would be delivered within 3-5 working days on 4 different occasions now. I was without my phone number for 22 days from the 12 December (a phone number that is listed for emergencies for work) at a point where the other emergency number was with our CEO in New Zealand.

I raised a complaint on the 20th December via email and received a confirmation that someone would be in touch in 7 working days.
I have now spent over 10 hours of my own time on the phone with O2 and having just called again to find out what was going on I was told (again) that the handset would be with me in 3-5 working days and that the complaints department would be in touch within 30 days, not the 7 promised in the email and that any attempt to take this further would mean starting the complaints procedure again. This is not good enough. How do I speak to someone in the complaints department as I can’t take this to the Ombudsman til 8 weeks from the complaint.

[Enlli]

From what we are seeing here complaints are taking around eight weeks anyway.

We also find that once an official complaint is filed, agents are loath to help in case it affects the outcome.

If you are dealing with O2 Business, I'm not sure where else you can take it.

Business Customer Service: Call 0800 977 7337