Email from O2 (and not a monkey this time)

Just received an email from O2 (see below). This is a reply to my email sent to O2 complaints department. But the from address and reply to address are the normal "customer services". I sent this email to complaintreviewservice@o2.com and complaints@o2mail.co.uk. This I know since the subject line is the one of that email and not the one going to the customer services team.
So the matter is almost resolved now, one week after my first email and a lot of rather frustrating communications back and forth.
Only outstanding issue now is my balance on the Pay as you go SIM. It's not there...
Oh, and the small matter that they just swapped numbers and SIMs around without any notice that they were about to cancel the services on one of the SIM cards. So I had to find that out myself. My apologies to anyone who might have tried to contact me over the last couple of days.
OK, the email from O2 then...

O2: Transfer of number (KMM417442479V56350L0KM)?
From: mycare (mycare@o2mail.co.uk)
Sent: 17 June 2009 11:55:05
To: Tony Andersson

Hello Tony

Thanks for your email and I'm sorry to hear you've been unhappy with our service.
I tried to call you this morning to discuss this with you, but you were unavailable to take my call.
At O2, we always try to give our customers the best service possible. However, sometimes, things still go wrong.
When someone complains, it gives us a chance to put things right and improve our service in the future.
If you're unhappy with our service and would like an impartial review, please write to:

O2 Complaint Review Service
PO Box 116
Leeds
LS11 5DS

Make sure you include the following:
- your name and address
- your mobile number
- a different contact number for us to call you on
- what you'd like us to do to put things right.

If there's anything else I can help with, let me know.
I'm also delighted to tell you that your number 07964 *** *** has now successfully been transferred to SIM Serial Number ******************.
I'm sorry for any inconvenience this may have caused you Tony. Thank you for taking the time to email us, if there is anything else we can do for you, please don't hesitate to email us.
Enjoy the rest of your day.
For further details about O2, please visit our fantastic online Help Centre at:
http://www.o2.co.uk/help
Don't forget, for us to answer your query faster, please provide your mobile number, two numbers that you call or send text messages to regularly and the date, amount and method of your last Top-Up, every time you email us.

Kind regards

Susan
Team EC2
O2 Customer Service