O2 I have been a loyal customer of yours since before you were O2; BT, I have stayed with you through name changes and takeovers, but the last four months has tested that to fullest. 
Why!!! I hear you ask, you payment systems and the faults has meant much frustration. Your company claims that their is no fault, but is rather a fault with MY bank which is untrue.
But today has taken the biscuit, I phone your automated service trying to pay the bill; but failed again, to be put through to one of your service operators. Who in fairness tried twice to take a payment which failed AGAIN. He asked if I had another card; no I don't, then asked if I was sure I had the funds to cover the bill; yes I do, then stated the problem is with your bank failing to process the payment.
After talking with your service operator, I called my bank who checked the history on my account, not only have they NOT declined any payments, they haven't received any notifications from you; O2.
So your payment; both online and automated service, are broken. It has been a known fault on your online service for four months, even your store assistants know about it and they are as frustrated with it as I am. I need you; O2, to get your engineers to look into the faults. I tried to request that your operator to put in a notification while on the phone this morning. He claimed he couldn't.
So I politely ask that you sort both out ASAP.
POSTED ON FACEBOOK AND MESSAGED YOUR FACEBOOK PAGE ALSO
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@Anonymous wrote:
Hi Toby. The phone has now been cut off. To be honest, i can't take the stress of all this anymore. I'm supposed to be taking things easy after my cancer op but this is really upsetting me. Two months is a very long time to be sorting an issue. Sorry Toby, i don't mean to be rude or ignorant.
Understandable mate, you don't need this.
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My account is now on hold and the payment issue is being investigated after a total of 5 cards all declined trying to pay this bill.
Finally got an operator to listen to the fact that the banks don't have any records of these payment requests.
It's all down to the new card handler o2''s end
Finally got an operator to listen to the fact that the banks don't have any records of these payment requests.
It's all down to the new card handler o2''s end
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@Anonymous wrote:
Hi Toby. The phone has now been cut off. To be honest, i can't take the stress of all this anymore. I'm supposed to be taking things easy after my cancer op but this is really upsetting me. Two months is a very long time to be sorting an issue. Sorry Toby, i don't mean to be rude or ignorant.
This is the last thing you need - I'm just sorry there is nothing we can do to help on top of what Toby is doing for you.
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Sadly I think you are correct - No one other than Toby "appears" to be taking notice of what must be many complaints....
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Surely it's gotta be a large number by now.
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To be honest Toby is very limited to what he can actually do to help in this situation. The system is kaput, o2 know it no matter the advisers stating otherwise. No amount of feedback can possibly help unless o2 admit the problem and take steps to fix it. Over 3 months now and we seem to be at an impasse. Once a forerunner in mobile technology, the company has gone to the (be more) dogs!
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The system worked fine until they updated and made it better around 3 months ago. Common sense and the number of unpaid bills increasing by the thousands would surely make someone think maybe there is a problem?
With the greatest respect to Toby, what the hell can he do when the system is totally unfit for purpose?
