Nearly 2 months ago, O2 switched me to their new billing system. This resulted in their app and website showing me incorrect outstanding balance totals, effectively saying zero is outstanding. I queried this with customer service via live chat and phone where I was repeatedly told and assured it is correct and no payments are needed, and that also all my direct debits are cancelled. A week later, a payment goes out of my bank via DD. I call O2 back to query this and they can’t give me an answer, but did say that the DD’s were not cancelled but they will do that now. Despite me being told previously they were cancelled. At this point, the app and website were still incorrect and even getting worse, with constant errors when accessing my accounts, so I couldn’t see my bills or any information. I decided to raise a complaint via phone, and was told I’d receive a response within 48 hours, as the complaints team are not available via phone!! 48 hours passed and no response. I called back and was informed I was told incorrectly and that it would be 5-7 days. I waited a further week or so, and still no response. I sent a further complaint, this time directly via email to their complaints team. Nearly 2 months later, still no response to the complaint at all. I continued to call customer service to raise the issues around payments, direct debits, and the app/website. Throughout all of this, I’d had nothing but constant issues with their support team: telling me incorrect information, transferring me to the wrong departments, some being rude, many of them just hanging up, or being on hold for 1.5 hours+ then cut off, or waiting to be put through for an hour then their lines closing and cutting me off. I decided to request they cancel my accounts on the basis they haven’t kept to their complaints policy, nor am I able to get anywhere with the support teams at all. This resulted in lots of back-and-forth, being hung up on, rude staff etc, until eventually one guy agreed it was an awful experience and agreed to cancel my accounts and said that I can set up a payment plan to cover the remaining device payments. With the accounts now cancelled, I’ve still had no response to any of my complaints, and now calling to arrange a payment plan, I was put on hold for 2 hours then someone answered and put the phone down. Calling back, so far been on-hold for a further 45 minutes and still not through to anyone. So now I have a huge outstanding bill that, as agreed, should be put into a payment plan, but cannot be as I cannot speak to anyone about it. Awful company, the absolute worst. Unbelievable no-one can deal with complaints on the phone, and even worse that they do not respond to complaints at all seemingly, and the support team just hang up on you constantly. At one point I asked to speak to a manager, which as per their complaints policy I’m entitled to do and they have to put me through, but was told “I cannot put you through as they are busy doing work” - bearing in mind at this point I’d been on the phone with O2 for 8 hours with constantly being hung up on. Well, Mr O2 support, I should be doing work too, but cannot as I am sat on the phone with you. Absolutely rude.