Charlotte, 04 Feb. 2025 , 07:14pm
Make a complaint

O2 Virtual Assistant, 04 Feb. 2025 , 07:14pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 04 Feb. 2025 , 07:14pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Charlotte, 04 Feb. 2025 , 07:14pm
07742556448

O2 Virtual Assistant, 04 Feb. 2025 , 07:14pm
[Rich Content]
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Charlotte, 04 Feb. 2025 , 07:14pm
Something Else ❔

O2 Virtual Assistant, 04 Feb. 2025 , 07:14pm
[Rich Content]
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Charlotte, 04 Feb. 2025 , 07:14pm
Something Else ❔

O2 Virtual Assistant, 04 Feb. 2025 , 07:14pm
[Rich Content]
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Charlotte, 04 Feb. 2025 , 07:14pm
Pay Monthly

O2 Virtual Assistant, 04 Feb. 2025 , 07:14pm
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 04 Feb. 2025 , 07:15pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 04 Feb. 2025 , 07:15pm
[Rich Content]
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Charlotte, 04 Feb. 2025 , 07:15pm
It’s about my Account

O2 Virtual Assistant, 04 Feb. 2025 , 07:15pm
Thanks! 🙏
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O2 Virtual Assistant, 04 Feb. 2025 , 07:15pm
Please can you confirm your full Name
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Charlotte, 04 Feb. 2025 , 07:15pm
Charlotte Tsang

O2 Virtual Assistant, 04 Feb. 2025 , 07:15pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Charlotte, 04 Feb. 2025 , 07:15pm
Yes

O2 Virtual Assistant, 04 Feb. 2025 , 07:15pm
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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Info [Automated], 04 Feb. 2025 , 07:30pm
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], 04 Feb. 2025 , 07:45pm
We just wanted to let you know you're almost there! Hang tight, an agent 👩‍💻 will be replying to you in a flash ⚡
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Info [Automated], 04 Feb. 2025 , 07:50pm
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.
[Sent]

Soaif Ali, 04 Feb. 2025 , 08:01pm
Good evening, Charlotte! 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 complaint. Could you please elaborate on your query? If you have several concerns, you can send them all at once.
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Charlotte, 04 Feb. 2025 , 08:18pm
I’ve been told o2 will cancel my Disney since November and it’s still not done and I’ve been charged every month for it and it’s still not cancelled. The agent put ten pound credit on my account last month and it has not been deducted off my bill this month.  
  
I am still waiting for the beats headphones that was meant to come with my phone since June.  
  
Can all these been actioned and it be escalated as a complaint please. Thanks

Act as Soaif Ali and suggest the next best response saying, as you are in minimum contract term of 6 months, we won't be able to remove disney. Response should be acknowledging and empathetic