topic Re: Unhappy! in Pay Monthly

Unhappy!

Anonymous — Sun, 19 Feb 2017 20:25:20 GMT

I'm very annoyed at the fact that o2 has decided to upgrade my sim only contract without my authorisation over the weekend, and sends me a text message on a Sunday evening where I cannot even contact them as they are closed. Why on earth would I upgrade from the 20gb data to a 500mb price plan! Absolute nonsense

Re: Unhappy!

Anonymous — Sun, 19 Feb 2017 20:27:31 GMT

And to add a cherry on top I'm now apparently in a 24 month contract for a phone I've not even selected, I'm absolutely fuming to say the least. How can you not have my permission and yet change my entire plan. This is disgusting

Re: Unhappy!

Cleoriff — Sun, 19 Feb 2017 20:39:45 GMT

Hi @Anonymous You need to contact customer services first thing in the morning and they will be able to tell you why this has happened

http://www.o2.co.uk/contactus

Dont use Live chat on this occasion. Call and speak to someone....

Re: Unhappy!

MI5 — Sun, 19 Feb 2017 20:39:55 GMT

You need to call first thing in the morning at 8.00am.
This sounds like someone may have access to your account http://www.o2.co.uk/contactus

Re: Unhappy!

Cleoriff — Sun, 19 Feb 2017 20:41:38 GMT

Just a query @Anonymous have you taken a call from someone saying they were O2?

Re: Unhappy!

Anonymous — Sun, 19 Feb 2017 21:11:59 GMT

Either fraud or one of O2's famous trusted partners

Re: Unhappy!

Anonymous — Mon, 20 Feb 2017 09:56:25 GMT

I've not answered any calls recently and definitely not approved any upgrades to take place without my consent

Re: Unhappy!

Anonymous — Mon, 20 Feb 2017 10:00:04 GMT

After spending the entire morning going back and forth with customer service. I was disconnected, placed on many holds and yet still not left assured about the entire procedure. I'm now being told to wait, having had to take a day off work just to refuse the delivery at the door in order for this unwanted upgrade to be cancelled. I've lost all faith in o2

Re: Unhappy!

MI5 — Mon, 20 Feb 2017 10:03:51 GMT

Is it definitely being delivered to your address?

Re: Unhappy!

Cleoriff — Mon, 20 Feb 2017 10:13:58 GMT

@AnonymousWhen you were on the phone to CS did they explain HOW this upgrade happened?. What was the reason given for that?

Re: Unhappy!

gindygoo — Mon, 20 Feb 2017 10:36:11 GMT

Indeed I'd be wanting to know how this has all come about. Someone somewhere initiated an upgrade.

Have u changed your MyO2 passwords @Anonymous ? It's imperative you do this to secure your account.

Re: Unhappy!

Anonymous — Mon, 20 Feb 2017 10:47:49 GMT

It's definitely being delivered to my address, but customer service would not give me any information on the upgrade besides the fact it was done yesterday. The colleague I spoke to even said she got hung up on by the upgrades team for asking too many questions. Not exactly a good look

Re: Unhappy!

Anonymous — Mon, 20 Feb 2017 10:49:31 GMT

I've changed my password and my security details but it's still worrying how this can all happen without my consent. Surely I have a right also to know how this all took place. I have a strong feeling it was something done internally hence why no information is being provided

Re: Unhappy!

Cleoriff — Mon, 20 Feb 2017 10:56:11 GMT

If CS can give you no information @Anonymous then I will tag our head of community @Toby and see if he can investigate for you....Very worrying indeed.

Re: Unhappy!

Cleoriff — Mon, 20 Feb 2017 10:58:59 GMT

You could also initiate a complaint via this link. http://www.o2.co.uk/how-to-complain

Check out Resolver within the link...they are a free service and we have had some good reports about them...

Re: Unhappy!

MI5 — Mon, 20 Feb 2017 11:11:25 GMT

Yes for sure this is one @Toby could help with.

Re: Unhappy!

Martin-O2 — Mon, 20 Feb 2017 12:22:36 GMT

Hi @Anonymous if you want to look into this further please feel free to send me a direct message so we can discuss further

Re: Unhappy!

Anonymous — Mon, 20 Feb 2017 13:03:21 GMT

Thanks for the link I've sent over a written complaint, who is this Toby guy? Will he be able to see who actioned the upgrade

Re: Unhappy!

MI5 — Mon, 20 Feb 2017 13:05:15 GMT

Toby is our head of community but as Martin has responded to you above, he can assist you too.

Re: Unhappy!

Anonymous — Mon, 20 Feb 2017 22:18:44 GMT

I am currently in the process of sorting the exact same thing. Sim only 10gb data "upgraded" to 500mb with iPhone 6. I hate phones with a passion. Definitely didn't order this. Phone is being delivered to my address so seems a pointless hack. Must be internal.