I had written this with the intent of emailing it to the complaints team, but unable to find a email to them i thought i would leave it here and take it up with the ombudsman immediately
Dear O2 Customer Service,
I am writing to formally express my extreme dissatisfaction with the handling of my recent orders, and the poor level of service I have received over the past month. The repeated issues I have encountered have been utterly frustrating, and your lack of transparency, coupled with the inconvenience caused, is completely unacceptable.
Over a month ago, I placed an order for a Pixel 9 Pro, and after numerous misleading updates about your stock levels and alleged warehouse migration issues, you finally admitted that you would be unable to fulfill my order. This revelation came after a significant delay, during which I had been led to believe that my order would still be processed. This lack of transparency and honesty from your team is both deceptive and highly unprofessional.
Upon being informed that my original order could not be fulfilled, I ordered a new device—the Pixel 9. Once again, I was made to pay the initial fee despite the previous payment, and was informed that a new credit check would need to be conducted. I was reassured that this would be marked as a priority and would take no longer than 24 hours. However, more than 48 hours later, I had heard nothing. Upon inquiring further, I was told that the credit check was still ongoing. When I questioned the seriousness of the delay, I was shocked to find that my order had been canceled without any consultation or communication. I have screenshots to prove this.
Following this, I spent over two hours waiting in a queue to speak with someone from the upgrades department. To add insult to injury, I was informed that the matter had been "resolved," even though I had not spoken to a single person about my concerns. By the time I realized this, the support center had closed, meaning I could not even escalate the issue.
This entire process has been an ordeal. I have been repeatedly misled, financially inconvenienced, and treated with utter disregard. As a loyal customer, I find this treatment unacceptable. I expect a formal explanation, an apology, and immediate corrective action. I also expect a refund of the unnecessary payments made and compensation for the time wasted and the sheer inconvenience I have experienced.
If this issue is not addressed satisfactorily, I will not hesitate to escalate my complaint to the telecommunications ombudsman.
I look forward to your prompt response and resolution.
Yours sincerely,
yvonne herbert
