I don't want to go through it all again,but I am sure a great many of 02's elderly customers will have the same story to tell.At the start,over seven years ago,I could go to the city centre O2 shop,where a team of friendly,knowledgeable and courteous young people sorted out any problems,and educated me..as far as I could be educated in computer speak.The shop was closed down.From then on,the problems the shop team dealt with as molehills became mountains.From a shocking £700 Bill out of the damned 02 blue for exceeding a quota of which I knew nothing,and which amounted to a few hours excess usage( which was cancelled after much time consuming and harassing attempts that resulted in my having to go to A&E for blackouts) things went quiet...for a while.Then I asked for a replacement tablet,explaining carefully that I did NOT require any device that would raise my monthly payments by more than ten or twelve pounds,that I used the services only for a very moderate number of calls( two mobile numbers) and the tablet for browsing.,for research purposes,for You Tube ( mainly music and news updates)...no " streaming" or anything else whatsoever.My next bill was well in excess of the limit I had set ,and which the " advisor" had assured me would be adhered to.Looking carefully over my billing history,I saw that I had TWO " Small Biz' accounts ,and an allocation of 500GB.Does )2 actually KNOW what it's CUSTOMERS understand by the designation" customer advisor"....or does it just employ a host of fast-pattering,half-deaf ,half-educated ,bored,communicatio-unfriendly desperates from the nearest jobcentre? I am now resolved to GET OUT of this ghastly service-free stranglehold ,since even a message direct to its CEO has done NOTHING to break its placid dismissive,contemptuous incompetence,and all I have received is a single message from its " Complaints Resolution Team" ...who,with all their expertise team work,had nothingbto say except that they noted that I had " not provided my account information"....andvthisvcould cause delay in dealing with my complaint.I HAD provided my ACCOUNT NUMBER.They were just in too much of a hurry to throw the matter in the bin even to SEE IT. I am now taking the matter up with my Member of Parliament. 02's management needs to bevremindedvthat its customers are CITIZENS as well as a source of profit in return for a"SELL IT AND SOD THEM" attitude.I would advise anyone who has problems with them to do the same....though,out of courtesy,and to give their management at least an opportunity to deal sanely and decently with their customers...it just MIGHT jolt their " management" if complainants could start with their CEO....one Lutz Schueler whose e-mail address is listed,but who ,it seems,puts unwarranted trust in his company's "Complaints Resolution Team"....from which I have not had a single update...or apology...for a month now.Good luck with THAT.