Hi,
I'm the account holder for the phone number: *removed personal information*
I am writing to express my utmost concern regarding a critical issue that has persisted for the past 7 to 8 days. It is with great disappointment and frustration that I bring to your attention the ongoing inability to utilise the internet effectively in my area due to a faulty phone mast (please refer to the attached screenshot named 1).
For an entire week, I have endured excruciatingly slow internet speeds on my mobile device. It takes an agonisingly long time, often 30 to 40 seconds or more, to access my emails. Seeking resolution, I made an effort to visit the O2 shop in my vicinity, only to be informed that the phone mast requires repairs. However, when I pressed for a clear timeline for its restoration, the representatives were unable to provide a concrete answer.
Initially, I tolerated the inconvenience, hoping for a swift resolution. Yet, today, my frustration reached its boiling point when I could barely achieve 1 bar of 4G signal, rendering the service practically unusable. Frustrated beyond measure, I promptly contacted the O2 executive, SAGAR, who, unsurprisingly, echoed the same sentiment regarding the malfunctioning phone mast. Sensing my growing dissatisfaction, I demanded the cancellation of my contract, as it has become increasingly evident that I am paying for unusable services. Shockingly, I was informed that early termination fees would be levied should I choose to cancel. I want to emphasize that I am not cancelling out of desire, but rather out of sheer necessity due to the complete failure of the phone mast. SAGAR understood the gravity of the situation and assured me that he would cancel the contract, waive the early termination fees, and credit my account accordingly, while also refunding this month's additional payment. Consequently, he transferred my call to another executive, William, to initiate the generation of the PAC Code.
Following the conclusion of the call, I received a message (please refer to screenshot 2) containing my PAC Code. However, to my utter disbelief, the message also indicated the presence of early termination fees, directly contradicting SAGAR's explicit assurance of their waiver. Determined to resolve this confounding inconsistency, I immediately contacted O2 once again, only to be connected to TOM. Astonishingly, TOM informed me that no notes were recorded by SAGAR in the system, leaving your team unaware of the issue. I was instructed to wait for a few hours to allow for clarification. Patiently, I waited, but when I made another call, it dragged on for an entire hour. Finally, an executive confirmed that I could proceed with utilizing the PAC Code for the porting process, with an assurance that the early termination fees would be waived and credited to my account within two days.
Furthermore, I engaged in a chat conversation with an O2 executive, who, frustratingly, echoed the same waiver assurance (please refer to the attached screenshot named 3). Armed with multiple confirmations, I proceeded to the new service provider to complete the porting process. However, during this crucial time, I was unexpectedly bombarded with a message from O2 (please refer to screenshot 4).
I must stress that I resorted to the PAC and porting process solely based on the confirmations received. Had I been advised to wait, I would not have taken such drastic measures.
It is imperative that you understand the severity of this matter and take immediate action to resolve it. The fact that a simple solution to a problem caused by your own infrastructure has consumed an entire working day of mine is highly unacceptable.
I trust that you will treat this matter with the utmost seriousness.
@O2Georgina @O2Tommy @O2Tracey @O2Trevski @Rico2advisor
