I cannot express how utterly disappointed I am with the shocking customer service I have received from O2 over the past year. This entire experience has been nothing short of a nightmare, and I feel completely let down at every step. It all began in September last year when I upgraded my contract, only to be met with appalling service. After speaking to multiple advisors and managers, I made it crystal clear that the *only* reason I was staying with O2 was for the Switch-Up option. I was given two different quotes, with the more expensive plan supposedly including this feature. I went ahead with that, believing everything had been sorted. Fast forward to this September when I tried to use the Switch-Up feature to upgrade to the new iPhone 16, only to find that the advisor who set me up last year hadn’t actually enabled it. Given how many times I stressed this point to numerous people, I find it hard to believe this was an accident. It’s astonishing that none of the managers or advisors I spoke to bothered to ensure my request was properly handled. Since the 26th of September this year, I’ve spent nearly 10.5 hours on the phone with O2, over the course of 7 out of the last 9 days. I’ve been promised 5 call backs, and *not a single one* has happened. The amount of time wasted on hold is outrageous, causing me to miss precious moments with my child – including soft play sessions and three bedtimes – all due to O2’s incompetence and dreadful internal processes. One call back was promised by someone named Lucia from the containment team. She was meant to review the transcripts to confirm my multiple requests for Switch-Up, but unsurprisingly, that call never came. Although she did email me asking for a time to call, nothing further materialised. Then, I spoke to a manager named Nelson, who assured me he would escalate my issue to his seniors and call me the next day. Again, nothing. I’ve had to explain my situation repeatedly to several different advisors, and each time I’m met with either empty apologies or more promises of call backs that never happen. The last person I spoke to even offered me £100 compensation, but it doesn’t come close to addressing the gravity of this mess. To make matters worse, I’ve been dealing with rude and condescending staff who clearly have no interest in actually helping resolve my complaint. One advisor even tried to lecture me on the meaning of "retention" when they clearly didn’t have a clue about my ongoing issue. O2’s entire complaints process is a shambles. The closed complaints on my account were dismissed without proper resolution, and none of the crucial details, like my subject access request or the terrible service I’ve endured, were recorded properly. It’s no wonder I’m not getting any call backs – they’re closing complaints without actually doing anything about them. I’ve even taken to Twitter in an attempt to get some kind of response from O2’s social media team, hoping they might actually help move things forward. Unfortunately, they were just as unhelpful as the rest of the team. However, they did manage to confirm that the manager I had spoken to hadn’t raised the Subject Access Request I’d made, nor the request for the recording of the phone calls. It’s appalling that I’ve had to chase this up through multiple channels, only to find out that basic requests were ignored. This just proves there is absolutely no effort being made to resolve my complaint. This has been one of the most frustrating experiences I’ve ever had with a company. The lack of communication, accountability, and basic competence is staggering. The fact that O2 has a 1.2-star rating on Trustpilot now makes complete sense.