Firstly I want to say I suffer from anxiety and depression and my primary form of communication is via text. It is my level of comfort.
My old phone screen broke so texting on that is a nightmare.
I bought a second hand phone from eBay locked to o2
Found out the process to unlock is 15£
buy a SIM card and top up and request.
I had to go out of my way to buy a voucher as topping up a new sim with a debit card isn't allowed. So I did this. I was told it takes 72 hours. I'm fine with waiting.
i was also told that it will take lesss time they just have to advise 72 hours. That's fine.
I waited 24 and called to get an update the next day (calling strangers very much out of my comfort zone I start panicking)
i was told oh don't worry it will be done by 10am tomorrow. I said ok. 10 am next day. It's still locked. I call again to ask what the progress is I get told and I absolutely quote Maxine from customer service "it will be unlocked in 4 hours"
i said "will it be unlocked or will you call me back in 4 hours?"
maxine "it will definitely be unlocked in 4"
6 hours later nothing.
I call back and ask what's going on only to be told it's still in process no advisor can give you a time scale.
At this point I was finding it very hard to deal with the calls as each time the advisor was ruder and ruder. I had my sister with me and she took the phone as I couldn't deal and asked to speak to a manager. The manager came on the phone quite quickly and told me/my sister "it's illegal for you to get it unlocked anywhere else except o2 and I can send you a check in the post for your £15 top up of you want to forget this"
wow.
My sister said is there anything you can do as so much false advise has been given. He basically said no. And was very rude and short.
So I said just leave it we can wait the whole 72 hours.
I didn't mind waiting from the beginning but because I was told specific times I called to enquiry.
Today is day 3 and still no unlocking. So at 12 midday - 4 hours til the 72 hour mark I decided to brave another call and I was told to just wait. It will 100% be done by today there is no problem and was told she even escalated it for me. I said ok. I wait.
72 hours. Nothing.
I call back and now I am told that at 8am the form was resubmitted. But they don't know by who they don't know why and there is nothing that can be done. I have to wait another 72 hours. I pretty much broke down on the phone to the lady and I know it's not her fault but I asked her is there anyway to know who did that and why she told me no. Can't check another persons email etc which is fine.
Im at the point where I cannot speak and I am crying hoping for a reason for why
nothing.
Now apparently it has been escalated AGAIN. and I have to wait another 72 hours.
I have ate zero hope of having this phone unlocked at all and because it's Friday I can bet my entire life savings I will not hear a peep from o2 even when the 72 mark hits. It will be me again making the call.
I wish i never never bought the o2 phone. I thought it would be as simple as unlocking my last EE phone.
Worst customer service ive ever had. Always a different answer from every agent I've spoken to and been spoken to rudely by 80% of them including a manager.
Side note: I directly called Apple. And they told me it's nothing Apple do. O2 simply have to send a signal to my phone and Apple never refuse the signal. So it's not that they are waiting for anything from Apple so........... exactly what the hell is going on? Who is lying? Does everyone think they have the correct yet conflicting advise. It's a mess.
