Sarah, 10 Jan. 2025 , 09:57am
Can you help me

O2 Virtual Assistant, 10 Jan. 2025 , 09:58am
Thanks for messaging with O2.
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O2 Virtual Assistant, 10 Jan. 2025 , 09:58am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Sarah, 10 Jan. 2025 , 09:59am
07808781507

O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
[Rich Content]
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Sarah, 10 Jan. 2025 , 09:59am
Something Else ❔

O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
[Rich Content]
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Sarah, 10 Jan. 2025 , 09:59am
Something Else ❔

O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
[Rich Content]
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Sarah, 10 Jan. 2025 , 09:59am
Pay Monthly

O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
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, 10 Jan. 2025 , 09:59am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
[Rich Content]
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Sarah, 10 Jan. 2025 , 09:59am
It’s about my Account

O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
Thanks! 🙏
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O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
Please can you confirm your full Name
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Sarah, 10 Jan. 2025 , 09:59am
Sarah Fleetwood

O2 Virtual Assistant, 10 Jan. 2025 , 09:59am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Sarah, 10 Jan. 2025 , 09:59am
Yes

O2 Virtual Assistant, 10 Jan. 2025 , 10:00am
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], 10 Jan. 2025 , 10:00am
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, 10 Jan. 2025 , 10:00am
Hi Sarah, and good morning! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account. Please share your query in detail. If you have multiple questions, listing them all together would be very helpful.
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Sarah, 10 Jan. 2025 , 10:00am
I have been trying to get my complaint heard for weeks - no one is responding. I want this sorted today please

Sarah, 10 Jan. 2025 , 10:01am
I don’t have time to deal with this any more. I would like my compensation sorted today and my phone put on a suitable tariff following the o2 cock ups with my account.

Soaif Ali, 10 Jan. 2025 , 10:16am
Sarah, just to confirm are you referring to the request you raised regarding duplicate account?
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Sarah, 10 Jan. 2025 , 10:20am
No it’s the one where I was disconnected for 6 weeks

Sarah, 10 Jan. 2025 , 10:20am
My number taken away and no one sorting it

Sarah, 10 Jan. 2025 , 10:20am
Being fobbed off every day, wasting hours on the phone and my loss of business

Soaif Ali, 10 Jan. 2025 , 10:27am
That sounds incredibly frustrating, and I completely understand your urgency regarding this matter.  
  
To clarify, are you referring to the number ending in 310? If so, I want to inform you that this number has been transferred to Katharine's account.  
  
Please let me know if this is the case, and we can work together on resolving the issue for you today. Thank you for your patience.
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Sarah, 10 Jan. 2025 , 10:31am
No it’s not it’s when you removed 07808 781507 from my account last year. I know I have sorted 310 as you failed for months to do so. Look back at the problems you caused me in sept/oct time I have been trying to sort this since. You’ve put me on an inappropriate tariff which is costing me more that before. I am so angry no one will sort this.

Act as Soaif Ali and paraphrase the query back to the customer with a question confirming it