Phil, 12 Feb. 2025 , 03:29pm
My bill had generated today but my bill to mobile still will not proceed I have spoken to three agents since raising this matter on Friday last week and it still isn’t resolved kindly get me a manager or a agent that can fix this matter please

O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Phil, 12 Feb. 2025 , 03:29pm
07545998668

O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
[Rich Content]
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Phil, 12 Feb. 2025 , 03:29pm
It’s about my Account

O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
Thanks! 🙏
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O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
Please can you confirm your full Name
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Phil, 12 Feb. 2025 , 03:29pm
Phil gravett

O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Phil, 12 Feb. 2025 , 03:29pm
Yes

O2 Virtual Assistant, 12 Feb. 2025 , 03:29pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Phil, 12 Feb. 2025 , 03:34pm
I have also followed the instructions give by the last agent and rebooted my phone 3 times since to see if that does anything and it clearly doesn’t, also from your website its states no spend cap applies to the bill to mobile

Info [Automated], 12 Feb. 2025 , 03:35pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 12 Feb. 2025 , 03:38pm
Hi Phil, good afternoon! Thank you for reaching out to O2. I truly appreciate your patience.  
  
I’m here to help you with your account, and I’m sorry to hear that you're continuing to experience this issue.  
  
Unfortunately, I don’t have any new updates regarding your case at this time. I kindly ask for your continued patience, and rest assured, you’ll hear from them soon.  
  
If there's anything else on your mind or any other questions you have, feel free to let me know—I'm here for you!
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Phil, 12 Feb. 2025 , 03:40pm
Why does this keep happening getting and it’s only started recently? I keep getting told to wait and id like to speak to a manager now please as this has gone on long enough

Phil, 12 Feb. 2025 , 03:49pm
I also now wish to raise a complaint about this issue as well as its taking over the time originally given to me in the first place and at no point has any member of your staff contacted me about this matter

Act as Soaif Ali and suggest the next best response just say we will need to wait, also I have raised a follow up case on this matter while keeping my managers in the loop. Response should be acknowledging and empathetic