When I signed up to O2 the man misunderstood me and got my address and e-mail wrong either through bad English or a bad phone line, or both. So when I lost my phone recently I had no way of replacing the sim since I could not access the details to pass security or have a code e-mailed to me, even though I could still provide most of the information that was apparently needed and the only question I couldn’t do was the last 4 digits of the last number dialled which I am sure many people don’t remember either. But since my passport has recently expired and I have no other photo ID I could not go to my local store to sort this out either as they were just as unhelpful, even though in both cases it was fairly obvious that I was the person who opened the account especially with my old passport and other evidence. The customer support team do not help much either and just said that they can’t go any further with the call so I have had to ask to speak to their supervisor which I was only able to do once, who then told me (only after I kicked up a fuss) that she would refer me to the specialist team who would contact me within 3 working days. But this never happened at all and when I called back about it there was no one to speak so was told (after I kicked up a fuss) that a supervisor would e-mail me about this within 24 hours, which also never happened. Even though I know that I am partly responsible for this for not having the correct details on the account or necessary evidence, it still seems quite off to me that there would be not be any other options available for difficult situations like these since I have no way of resolving this and will be paying money for nothing every month because of someone else’s mistake. However since the customer service has already let me down and been this unhelpful I do not feel content at all to carry on using O2 as my provider now and am planning to register with a different one instead whilst also stopping them from taking money out of my bank account, even if it means having to eventually go to court or something since I have no way of closing the account either. But I will try to make this clear to them first and can’t help it if they don’t want to listen to me.