I have an i phone 3 GS pay and go, and it is finally on its way out.
Easy, why not buy another I phone from the O2 on-line store you say!
That's exactly what I have attempted to do.
About 4 weeks ago I found a very nice I phone 5 s at the O2 shop online, and contacted the O2 customer service to purchase the phone.
I gave my security details over and exchanged my Halifax debit card details. Because of the high price, Halifax sent a security check mobile phone call to me to check that no one else is using my card. Unfortunately due to the lack of signal coverage it meant I missed that call and the payment was rejected.
No problems I said, I will give you my HSBC debit card details and the transaction was made. I even purchased the accessories pack with it.
A new SIM card was dispatched to my address, and the phone was to arrive in the next two working days.
The SIM card arrived and hrs later my old 3 GS mobile lost its signal completely. Weird I thought, perhaps my old phone has finally packed up. No problems the new 5s will arrive tomorrow. Two more days passed and no phone.
I rang O2 customer services answered the security questions and asked them for an update on delivery.
I was told my phone was out of stock and I would have to wait for new stock to come back in. The reason my phone ‘s signal coverage had gone was that O2 had de -activated my old SIM card and activated the new SIM card. Many apologies were offered and I was told that my old SIM card will be re-activated, but I would have to wait up to 48hrs and keep checking my phone every 2 hours.
Mmmm! This is starting to grow into a problem I thought. O2 have now got my money, I am without the goods and no idea when I will be receiving them.
A few more days passed. No phone.
I rang O2 customer services, delivered my security answers and ask for the whereabouts of my 5 s i phone. After several minutes of checking, O2 informed me that the order was cancelled because of the debit card check. I explained that because of the lack of signal coverage on my mobile that check could not be confirmed. However, the second debit card was successful, and O2 now had my money in their bank. I asked them to send me my phone and accessories please. I had passed all of their security questions , they know it’s me and I confirmed that my bank had paid O2 the full amount for the goods.
The O2 operative said sorry you will have to have your money credited back to your bank, and that can take up to 14 days. Then re-order.
I replied, I do not want my money credited back to me. O2 have got my money in their bank, so please send me my goods that I have purchased.
Again the O2 operative said, sorry I cannot do anything else.
I asked to speak to the shift manager but she was unavailable!
Is it me? Or is this issue barking mad?
What seemed to be a simple sorry sir, yes we have your money and you have passed all our security questions, we will send you your goods strait away- has turned into a very complicated back to the drawing board exercise.
I and my family have been with o2 now a number of happy years. However this has left a very nasty taste in my mouth and we are now thinking of moving service provider.
Any advise?
Martin
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