And this is my reply to Susan in O2 customer services (as in my previous posting here) then...

For the attention of :-

Susan
Team EC2
O2 Customer Service

Hi Susan,

Thanks for your nice reply. I can confirm that I now finally got the correct number activated on the correct SIM card.
Sorry for missing your call, didn't know which SIM card to use in the phone I am carrying with me, since the deactivation (twice now) of the SIM have come completely without any previous notice. Also I do think it is better to have this conversation in writing, for anby possible further references.

From my point of view there's a still two outstanding issues (and a little bit of a complaints) that need to be addressed:-

1) I did exactly as instructed in order to cancel my pay monthly contract on the day it ran out. Now all the problems from your side (as in O2, not you personally obviously) have delayed this with a week. I would like to have it confirmed that this extra time will not be billed to me.

2) My balance from my Pay as you go card seems to have disappeared. The balance is showing £0.00 now.

And possibly this could be considered as an addressable issue too:-

3) On two occasions my active SIM card has just been deactivated when the currently active number on that SIM was transferred to another SIM card. I had no notice at all before this happened, neither as a confirmation about an upcoming transfer of my number nor as a text message. So twice I have been left with a useless mobile in my pocket. Not the best of practices. I do appreciate that this might be because of the previous problems you had. Now I am just lucky that there were no emergencies during this transition. Twice lucky even...

Finally, I would like to take the opportunity to ask if there is anything I can do to improve my communication with O2 customer services. Was there anything unclear in any of my emails to you? My request for a simple (in my mind) number transfer seems to have been misunderstood, or not understood at all, not once or twice, but three times. It would be in my interest to understand if there's anything I could have done from my side that could have avoided this whole issue.

Again, thanks for your help Susan, and sorry if I sounded a bit harsh in my earlier email. But it is rather frustrating to try and communicate with people that do not want to help, when contacting customer services. Over and over again...

Kind regards,

Tony

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

Congratulations Clare

Congratulations to Clare for passing her first kup grading in Tae Kwon Do!
Black belt in four months then? That's what the instructor said! :-D


And a little congrats to me too maybe, for passing my fifth kup grading...