Unauthorised upgrade when asking for pac code

[Anonymous]

Two days ago I asked O2's web chat staff for a pac code. They kept trying to sell a new contract so the chat took 1.5 hours! I declined all offers and eventually got the code. 

Yesterday I saw on my account that O2 had renewed my contract without permission. I asked web chat staff to remove the upgrade and to log a complaint that this had happened. They said the upgrade would be removed from my account within 24 hours. This has not happened. They also said they would log my complaint but then refused and said I should refer to the O2 complaints webpage - which says that web chat staff can receive complaints. I asked to be transferred to a supervisor, which took 1/2 hour, who also refused to log my complaint. The whole web chat took 2.5 hours and actually did nothing. They did not correct the upgrade nor log my complaint. 

It is apparently very easy for staff to collect commissions on upgrades which are not needed and not agreed. It is apparently very hard to correct this malpractice. I see on reviews of O2 that this problem has remained unresolved for a long time, 

http://www.s21.com/o2.htm Perhaps this type of fraud continues to be tolerated by O2 as they benefit from locking in customers who don't use the pac code in time?

[jonsie]

So in summary, a complaint isn't a complaint no matter how many people you complain to unless one of them is compliant in acknowledging the complainant has a complaint worthy of logging whilst the third party may or may not investigate the complainant's complaint dependant on it not being Monday morning, Friday night or weekend and when they are considering the complaint they don't feel the need to rectify out and out fraud. Simples!

[MI5]

Yup

[Cleoriff]

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@jonsie wrote:
So in summary, a complaint isn't a complaint no matter how many people you complain to unless one of them is compliant in acknowledging the complainant has a complaint worthy of logging whilst the third party may or may not investigate the complainant's complaint dependant on it not being Monday morning, Friday night or weekend and when they are considering the complaint they don't feel the need to rectify out and out fraud. Simples!

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Damn good summary @jonsie

[Anonymous]

Thanks @adamtemp64 they're now following on twitter. 

Thanks @bluescreener I have the chat logs so can prove I never agreed to the contract renewal and staff+supervisor both refused to log my complaint.

Yes @jonsie a complaint isn't a complaint at O2, just 'feedback'. A complaint review is a complaint, although their 'full response' resolved nothing at all. The dodgy upgrade is still in place. Customers can still get strung up on surprise upgrades. Complaints can still get binned while staff repeatedly agree I was right and say everything is being sorted out. 

They need a complaint review review process?

[MI5]

They have, it's the Ombudsman.

[jonsie]

They do as long as it is done in-house. The complaint review service is supposed to be totally independent and I fail to see how Capita can be remotely independent when most of customer service is now done via part time employees who are used on a 'as they are needed' basis.

[adamtemp64]

@Anonymous glad to help even though they should have not needed my tweet

[bluescreener]

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@jonsie wrote:

Tmost of customer service is now done via part time employees who are used on a 'as they are needed' basis.

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@jonsieYou mean they are on zero-hours contracts? Then it's a case of those who get the positive results gets the hours next week...  😞

[Toby]

Hi @Anonymous,

Sorry to hear about this experience! Please feel free to send me a PM and we'll see what we can do to sort it out. I'm Toby, the Community Head

[Anonymous]

Thanks Toby, done.