O2 has issued an apology to a customer who was instructed to meet her ex-partner in person to facilitate the removal of his phone numbers from her family plan. The customer had expressed concerns about her ex-partner's emotionally aggressive and manipulative behaviour.
The customer's ex-partner had left, ceasing to pay his share of the monthly phone bill. O2 initially stated that a conference call involving the customer, her ex-partner, and O2 was necessary to transfer the numbers. When this proved difficult, O2 suggested an in-person meeting for the call, which the customer attended in a public park to avoid disclosing her new address.
During the call, the children's numbers were successfully transferred, but the ex-partner's number was not. O2 then insisted on another joint call or for the customer to pay outstanding bills and cancel his plan. The customer also received a £164 early termination fee for the children's numbers that had been removed.
Following intervention, O2 admitted that its existing policies to protect and support customers who have been victims of domestic abuse were not accurately offered. O2 has since served a disconnection notice, cancelled the £164 charge, and offered £200 in compensation.