Today I was horrified and embarrassed to receive a letter from a debt collection agency saying that O2 had instructed them to recover an outstanding amount of £10 (yes, £10!) from me. I have never been involved with debt collection agencies in my life and always pay my bills by direct debit. I have had NO letter or other communication from O2 saying that I owe anything.
I called O2 customer service, who looked through my accounts and confirmed that in all my time with O2 I had NEVER had a missed or late payment. They could not explain why the debt collection agency had been called in, and all they could suggest was to call someone else on Monday. Hardly satisfactory 'customer service'.
I asked them for an e-mail address to which I could send a complaint, and they gave me one. I wrote a mail to that address and it promptly bounced, saying that I had to complain via the website. I repeated the message, and got a reply saying I had to contact the debt collection agency to resolve the problem. Why should I have to wait on a premium rate number to fix a problem of O2's making? Is their refusal to accept responsibility laziness, arrogance, incompetence or a mixture of all three?
I'm disgusted by their attitude and have written direct to the managing director. Unless he can fix this I'l be leaving O2 next week, and taking all my family's phones and iPads with me.
