N/A, 04 Feb. 2025 , 07:01pm
How can I help you today?
[Sent]

Melanie, 04 Feb. 2025 , 07:01pm
Complaint

O2 Virtual Assistant, 04 Feb. 2025 , 07:01pm
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 04 Feb. 2025 , 07:01pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Melanie, 04 Feb. 2025 , 07:02pm
07922592372

O2 Virtual Assistant, 04 Feb. 2025 , 07:02pm
[Rich Content]
[Read]

Melanie, 04 Feb. 2025 , 07:02pm
Something Else ❔

O2 Virtual Assistant, 04 Feb. 2025 , 07:02pm
[Rich Content]
[Read]

Melanie, 04 Feb. 2025 , 07:02pm
Something Else ❔

O2 Virtual Assistant, 04 Feb. 2025 , 07:02pm
[Rich Content]
[Read]

Melanie, 04 Feb. 2025 , 07:02pm
Pay Monthly

O2 Virtual Assistant, 04 Feb. 2025 , 07:02pm
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.
[Read]

O2 Virtual Assistant, 04 Feb. 2025 , 07:03pm
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 04 Feb. 2025 , 07:03pm
[Rich Content]
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Melanie, 04 Feb. 2025 , 07:03pm
It’s about my Account

O2 Virtual Assistant, 04 Feb. 2025 , 07:03pm
Thanks! 🙏
[Read]

O2 Virtual Assistant, 04 Feb. 2025 , 07:03pm
Please can you confirm your full Name
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Melanie, 04 Feb. 2025 , 07:04pm
Melanie Trout

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

O2 Virtual Assistant, 04 Feb. 2025 , 07:04pm
Please select one of the Options to proceed, or type 'main menu' to return to the main menu.
[Read]

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

Melanie, 04 Feb. 2025 , 07:04pm
Yes

O2 Virtual Assistant, 04 Feb. 2025 , 07:04pm
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.
[Read]

Info [Automated], 04 Feb. 2025 , 07:19pm
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.
[Read]

Info [Automated], 04 Feb. 2025 , 07:34pm
We just wanted to let you know you're almost there! Hang tight, an agent 👩‍💻 will be replying to you in a flash ⚡
[Read]

Info [Automated], 04 Feb. 2025 , 07:36pm
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 , 07:43pm
Good evening, Melanie! 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.
[Read]

Melanie, 04 Feb. 2025 , 07:53pm
I complained last month and was told I would receive a £40 cheque in the post. However this was done as a credit to my account. I been extremely busy over the last month so was unable to contact regarding this. My bigger issue however, is that I requested to complain about the person who I spoke with on the phone last month and they would not log it, instead telling me a colleague would call me about it. Over a month later I still have not received any correspondence around this. It makes me feel like the rep I spoke with (who was supposedly a team manager) was incompetent and did not want a complaint about him to be made.  
I wish to have this resolved asap so that I can sort upgrading my mobile phone as my contract is ending and i actually, despite the poor customer service I received last month, do wish to keep my contract with o2, I have not got issues with the network and therefore would like as a compensation £100 as an apology for how I was treated, and lack of follow up with a complaint I made. Then I wish to sort out upgrading my mobile phone.

Paraphrase the below in second person view: