I am reaching out as a final attempt to resolve a frustrating issue with my O2 account. I recently decided to switch providers and ensured in advance that my device balance was cleared. I even have a text message confirming this. However, I later discovered there was an outstanding balance, which is connected to the direct debit.
The more significant issue lies with the airtime billing. As I am no longer an O2 customer, I should not be charged for airtime. Despite this, I continue to receive emails indicating that I am being billed for it.
The problem appears to be related to my account being linked to my phone number, which I retained when switching providers. When I log into my O2 account, I can no longer see any information regarding airtime—it’s completely blank. Additionally, the O2 app is inaccessible to me as I am no longer technically an O2 customer.
I have attempted multiple times to resolve this:
- I phoned customer service, but as I couldn’t remember my security answer, they were unable to assist me.
- I visited an O2 store, but they too were unable to help.
- I sent an email about this issue but never received a response.
I am attaching the text of the email I previously sent below, with any account information removed for security.
I am deeply frustrated by the lack of resolution and the ongoing billing for a service I should not be charged for. Please escalate this issue to the appropriate team or department and advise me on how we can resolve it promptly.
Thank you for your attention to this matter. I look forward to hearing from you soon.
Original email:
"I am writing to formally raise a complaint regarding my account after experiencing unexpected and distressing billing issues during my switch to a new provider. As a loyal customer who has always paid my bills on time, I feel let down by O2’s handling of this situation.
When I decided to switch providers, I checked my account balance and was assured that there were no remaining payments. I even received a text from O2 on 05/11/2024 stating:
“We hope you don't decide to switch today, but if you do switch, you'll have £0.00 left to pay as of 05/11/2024. This is the remaining balance for your device plan and any remaining balance for a device plan.”
This message clearly indicated that I was free to leave without any further financial obligation to O2.
Despite this assurance, I was shocked and distressed to receive two unexpected bills today (12/11/2024). This has placed me in a position where I am now facing additional financial strain, having committed to a new provider based on the information given by O2.
I immediately tried to resolve this through the O2 app’s customer service chat. However, after spending over two hours in the app, I faced repeated disconnections due to response time limits of under a minute. This added to my frustration as I was unable to reach a resolution. I then attempted to contact the helpline but was refused assistance as I could not recall my security answer. As it stands, I have been left without any clear way to resolve this, compounding my distress and frustration.
Please acknowledge receipt of this complaint, and I kindly ask that this matter is addressed with urgency.
I look forward to hearing back from you promptly with a fair resolution.
Thank you for your attention to this matter."
