At the end of April I was charged £148, when my daughters bill is £27.
Initially, I was told that I would receive £198.91 as I had been charged too much from the previous month also and funds would hit my bank account in 24hrs.
24hrs later no money, I chased it and was basically told that I had made it all up, I was questioned where I had got that amount from.
I asked to speak to a manger and specifically asked them to call my number not my daughters. They didn’t listen and called my daughters phone when she wasn’t with me!
going weeks calling being promised phone calls back to sort the situation, being promised to be called by 12am the previous morning, staying up waiting, although I suffer from epilepsy and need 8hours sleep, days later I was finally put through to someone who told me I had to wait for my phone bill to be credited on the 14th May, it would then be credited to my bank account the following week + £50 gesture of good will. I patiently waited and was happy it was finally resolved… how niave I was! I called on the 16th May to be told no one had credited the account and that I would have to wait until 14th June for the funds to be credited again and then wait by 21st June for it to hit my bank account. I made it very clear that I wasn’t in a position for this to happen as I am a hard working single parent struggling to make ends meet as it is with the cost of living increasing. A manger called Abishek promised me I would have a phone call within 24-48hrs from the complaints department as there was a way the complaints team might be able to transfer sooner… I’m still waiting, well over 48 hours, but again was given a £50 gesture of goodwill totalling now £298.91. I budget very tightly as you can imagine and this ordeal has left me stressed, depressed and resulted in me having to use a food bank to feed myself and my beautiful daughter, I have never been so embarrassed! I hate this company and have asked for GDPR for all the recordings so I can take legal advice/action! Not once has anyone given me anything… o2 you have failed me in ways you will never be able to understand! I just want my money and want to leave your financially abusive, abhorrent service. Advice to you all out there, leave ASAP!!!
