Stevie, 27 Feb. 2025 , 07:10pm
Make a complaint

O2 Virtual Assistant, 27 Feb. 2025 , 07:10pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Feb. 2025 , 07:10pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Stevie, 27 Feb. 2025 , 07:10pm
07730178103

O2 Virtual Assistant, 27 Feb. 2025 , 07:11pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Feb. 2025 , 07:11pm
[Rich Content]
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Stevie, 27 Feb. 2025 , 07:11pm
It’s about my Account

O2 Virtual Assistant, 27 Feb. 2025 , 07:11pm
Thanks! 🙏
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O2 Virtual Assistant, 27 Feb. 2025 , 07:11pm
Please can you confirm your full Name
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Stevie, 27 Feb. 2025 , 07:11pm
Stevie Fowkes

O2 Virtual Assistant, 27 Feb. 2025 , 07:11pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Stevie, 27 Feb. 2025 , 07:11pm
Yes

O2 Virtual Assistant, 27 Feb. 2025 , 07:11pm
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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Stevie, 27 Feb. 2025 , 07:16pm
I’d like to make a complaint.

Info [Automated], 27 Feb. 2025 , 07:26pm
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
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Info [Automated], 27 Feb. 2025 , 07:41pm
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, 27 Feb. 2025 , 07:42pm
Good evening, Stevie! Thank you for getting in touch with O2. I’m sorry for the wait time.  
  
I see that you're looking for support with your O2 account. Could you please elaborate on your query? If you have several concerns, you can send them all at once.
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Stevie, 27 Feb. 2025 , 07:47pm
I upgraded my device to an iPhone 16 pro 1TB. It arrived, I popped in my SIM card it wouldn’t work. I was advised to take it to an o2 store to get them to check it out, to learn it was a faulty device. I spoke to someone one here who sent me a link to send it back and have it replaced with a brand new device. The faulty device was posted on Monday, 24 hours tracking. Shows as delivered yesterday. To speak to someone around an hour ago who informed me Royal Mail scan it early it wasn’t received back and takes 5 days. He transferred the chat to sales team after telling me my contract would be cancelled when o2 receive it back.  
  
I have been messed around no end now, I have found the device a lot cheaper else where. However after being an o2 customer for a number of years I’d like to stay with o2. But I cannot see past this absolute diabolical customer service. I’m getting no straight answers as to what is happening.  
  
So please can you tell me what is happening? Is my contract getting cancelled? Am I getting a new device sent out? Or is that it, I shop elsewhere to get a new device and leave o2

Stevie, 27 Feb. 2025 , 07:49pm
During this absolute nightmare, I have shopped around and now just waiting to see what is happening here with o2

Stevie, 27 Feb. 2025 , 08:06pm
I hope you understand how frustrating this is for a customer, this isn’t personal to yourself. I appreciate your time. It’s just so frustrating getting no answers and I see a £129 phone bill due to be paid in the next few days without a new phone

Stevie, 27 Feb. 2025 , 08:15pm
This isn’t personal to yourself

Soaif Ali, 27 Feb. 2025 , 08:18pm
Hi Stevie, I completely understand your frustration, and I'm here to help you with this situation.  
  
Just to confirm, you upgraded to an iPhone 16 Pro 1TB that turned out to be faulty, and after returning it, you're now facing uncertainty about your contract status and the replacement device.  
  
You're eager to know whether your contract will be canceled and if a new device will be sent out to you, especially since you’ve found a better deal elsewhere. Is that correct?
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Stevie, 27 Feb. 2025 , 08:18pm
Yes that is correct

Stevie, 27 Feb. 2025 , 08:34pm
If I’m honest with the customer service I’ve received this past week, I think it would be beneficial to let the current device run out and shop elsewhere to upgrade rather than upgrade with o2 and be passed from pillow to post when an issue arises.  
However I will await your confirmation of what is happening and make a decision from there.

Soaif Ali, 27 Feb. 2025 , 08:51pm
Hi Stevie, thank you for your understanding and patience throughout this process. I genuinely empathize with the frustration you've been experiencing.  
  
I see that your replacement order is currently in process, and I want to assure you that I've raised the issue with our team to expedite the review. The level at which I’ve raised this typically takes up to 5 working days to resolve, so please don’t be surprised by that timescale. However, they often manage to resolve cases before the full time frame, so there's a chance you could hear back sooner.  
  
I really appreciate your loyalty to O2 over the years, and I hope we can turn this situation around for you. Please hang in there, and I will keep you updated as soon as I hear any further information. If there's anything else you’d like to discuss in the meantime, feel free to let me know!
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Stevie, 27 Feb. 2025 , 08:54pm
I’m really hoping this can be turned around and I can continue to be a customer of O2. I appreciate your understanding of the frustration. Especially as I’m paying for a device I don’t have. I would like this to be raised as a concern that me asa a customer is paying my iPhone 13 Pro plan off and now an iPhone 16 pro plan which I don’t have in my person

Summaize the below chat, act as Soaif Ali and suggest the next best response. Response should be acknowledging.