Act as Soaif Ali and suggest the next best response saying, Can you please let me know your name and the exact help you with on your mom's account?. Response should be acknowledging and empathetic

N/A, 02 Jan. 2025 , 02:03pm
How can I help you today?
[Sent]

On, 02 Jan. 2025 , 02:03pm
Need to talk to someone re support for vulnerable customer

O2 Virtual Assistant, 02 Jan. 2025 , 02:03pm
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 02 Jan. 2025 , 02:03pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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On, 02 Jan. 2025 , 02:05pm
07730821837

O2 Virtual Assistant, 02 Jan. 2025 , 02:05pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 02 Jan. 2025 , 02:05pm
[Rich Content]
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On, 02 Jan. 2025 , 02:06pm
It’s about my Account

O2 Virtual Assistant, 02 Jan. 2025 , 02:06pm
Thanks! 🙏
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O2 Virtual Assistant, 02 Jan. 2025 , 02:06pm
Please can you confirm your full Name
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On, 02 Jan. 2025 , 02:06pm
On behalf of my elderly mum Connie Lennon

O2 Virtual Assistant, 02 Jan. 2025 , 02:06pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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On, 02 Jan. 2025 , 02:06pm
No

O2 Virtual Assistant, 02 Jan. 2025 , 02:06pm
Ok, please can you confirm the full Name of the Account Holder?
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On, 02 Jan. 2025 , 02:06pm
Connie Lennon

O2 Virtual Assistant, 02 Jan. 2025 , 02:06pm
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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On, 02 Jan. 2025 , 02:07pm
I am on a different number

On, 02 Jan. 2025 , 02:13pm
My mum is nearly 90. She called to get me added to her account as a second contact to help her navigate things. You have told her she needs to upgrade her phone as you say it is 3g only.

On, 02 Jan. 2025 , 02:13pm
The man on the phone was unhelpful as says she has to put account in my name but that should not be true

On, 02 Jan. 2025 , 02:14pm
As a vulnerable customer you should support her better

Info [Automated], 02 Jan. 2025 , 02:21pm
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], 02 Jan. 2025 , 02:36pm
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], 02 Jan. 2025 , 02:43pm
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, 02 Jan. 2025 , 02:47pm
I am sorry for the the advisor's behavior. If your mom find it difficult to access any of our services due to a disability, you may find it helpful to register for our Access For You service. Once registered, we can ensure that we tailor our services to you each time you contact us.This means you only have to tell us about your requirements once.If you think you’d benefit from the Access For You service, please let me know and I’ll register you.A member of our Access For You Team will then contact you.  
  
You can visit the below link to place the request.[https://www.o2.co.uk/access-for-all/support-request-form](https://www.o2.co.uk/access-for-all/support-request-form)  
  
I hope this details help you with your query?
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On, 02 Jan. 2025 , 02:55pm
Thank you. I will register my mum but I still need help as I need to talk on her behalf as to what is best for her to do now you have said she needs a new phone. Plus to permit me to contact you on her behalf

Soaif Ali, 02 Jan. 2025 , 03:06pm
I am sorry but I won't be able to assist in this case. We can only assist when the account holder is on the chat, and available to talk to us.  
  
You can also call on 202 from her number and get the assistance.
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On, 02 Jan. 2025 , 03:18pm
She lives in Stevenage and I in London and she already called in and did not get the right help. She called to request this and your chap gave her bad info. Please can someone listen to that call and sort properly!!

On, 02 Jan. 2025 , 03:18pm
Please raise a complaint as she called to authorise me!

Soaif Ali, 02 Jan. 2025 , 03:20pm
Can you please let me know your name and the exact help you with on your mom's account?
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On, 02 Jan. 2025 , 03:20pm
She is nearly 90 and you failed to help her and now are threatening to leave her without mobile access!

On, 02 Jan. 2025 , 03:22pm
I am already set up to access her account as the account is now in my email <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS> and my number for second number 07790907779 is registered with you

On, 02 Jan. 2025 , 03:22pm
She has had an email to say she needs to get a new mobile as her phone will not work on 3g so i need to help her sort this