On the 27th October, at 8pm, I finally received a 'please keep holding' message from the CEO's office at O2:
Subject: O2 reference: 1489575
Dear Mr Buchan
Thank you for your email to Matthew Key.
I'm very sorry you've felt the need to email Matthew about your recent experience. Please be assured we'll investigate the comments in your email and do everything we can to resolve them.
I, or one of my colleagues, will contact you within the next five working days. If you have a preferred contact number, please let me know.
If in the meantime you need to call us, our number is [REMOVED] and we're open from 8am until 6.30pm Monday to Friday.
Executive Relations Team
And I received exactly the same eMail on the 28th around 10am. Sigh. Auto-response.