Shambles of a company. Worst Customer Service I have experienced. Logged a complaint on the 11th of February and heard nothing back from 02. Called several times to chase the complaint and I have now been told they only logged it on the 22nd of March over a month later, total incompetence and failed me as a customer. Cleary they don't follow any processes. I was given the wrong information on several occasions and told that my complaint had been resolved and the upgrade wouldn't cost me anything, to then be embarrassed in the store when they asked me for £578. Another call to raise a complaint, no manager available and yet again surprise surprise it wasn't logged. After escalating my complaint further on the 22nd of March, finally a complaints adviser Warren emailed me the outcome, however didn't bother to investigate or acknowledge what my complaint was regarding. The response letter just said all they have is the T&C's and that's all they need to look at, so if the adviser has made a mistake it doesn't matter. When I finally made contact with him to discuss this further, I was advised that calls aren't recored and that notes on the account are deleted between 18 to 24 months, so it won't matter what was discussed and agreed on a call, there is no evidence to back anything up so they won't look into any complaints or believe the customer. I was also told no notes on my account from the upgrade or anyone that I spoke with so I raised a concern, as I was unhappy that anyone could just access my account and take personal information and there is no log of this and I was told that again this isn't anything they would look into as the outcome will still be the same. I asked why the complaint wasn't logged back in February and could they pull the call. To then be told that it doesn't matter if I complained back in February and it was only just logged at the end of March, the outcome would have been the same so the timescales and dates are irrelevent. The response letter stated they tried to call which was lies and then back tracked when I asked for the call details. 02 don't care about their customers and they certainly don't listen to their customers when there is a concern. The company is a disgrace and their customer service is horrendous. Some of the staff that I spoke to weren't interested in helping customers and especially Warren in the complaints team. I have no faith in 02 and I have been a loyal customer for many years. I will be moving all contracts to another provider after this experience and I can see from other customers reviews they have experienced the same as me.