topic Re: Customer service in Pay Monthly

Customer service

Sara7319 — Wed, 24 Jan 2024 13:29:08 GMT

Is anyone else trying and failing to actually talk to an advisor ??. I need to talk urgently about my account and all I get in every contact number is a payment bot. Am tearing my hair out here.

No option at all to speak to anyone, no email contact, tried on fb message nothing yet, have even sent a complaints email to complaints team, not hopeful on a reply anytime soon.

Tried to resolve via my o2, again get to last knocking and it says there us a problem and to call. Talk about run around in circles all day.

Am not v happy as I can't sort my issue withput talking it through with someone and it's going to lead to losing phone account..!!!!!

Does any humans still work in customer service any more..????

Re: Customer service

madasaf1sh — Wed, 24 Jan 2024 13:32:07 GMT

@Sara7319

You cant email... if you are getting the payment bot then that means your line has been suspended for non payment..

You need to use another phone or Skype and call 0800 902 0217

Re: Customer service

Sara7319 — Wed, 24 Jan 2024 13:34:49 GMT

Which is why I need to talk to someone. Not a chat bot or automated payment line..It's ridiculous

Re: Customer service

Enlli — Wed, 24 Jan 2024 13:36:04 GMT

@Sara7319 Regretfully,as customers here our hand are tied

Re: Customer service

madasaf1sh — Wed, 24 Jan 2024 13:37:49 GMT

@Sara7319

You need to call the number I gave you, install Skype or borrow a phone and call them, and that way you will avoid the You need to Pay bot..

There is no other way....

Re: Customer service

jonsie — Wed, 24 Jan 2024 13:43:17 GMT

This looks like something you’d need to call O2’s customer service team about – give them a call on 202 or 0344 809 0202

Use the specific Payment management number 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Re: Customer service

Pol — Wed, 24 Jan 2024 19:27:02 GMT

Yes same here, going around in circles, O2 for some reason changed my direct debit, now I'm trying to pay the overdue payment however, billing system has an error

Re: Customer service

Oxonian — Wed, 24 Jan 2024 19:40:15 GMT

@Pol

This is a customer to customer forum, so we can't directly help but we can give advice.

@jonsie has set out above how to reach the payment management team.

If 'phoning doesn't work for you, you can contact O2 by social media :-

Re: Customer service

Avibrother — Sat, 27 Jan 2024 19:00:42 GMT

Yeah I tried to find out why the £30 I paid in to 02 for my bill has vanished and now I'm £30 in debt with charges! And all I got was the AI asking me to pay my bill after I asked for support with it!! Rubbish customer service

Re: Customer service

Oxonian — Sun, 28 Jan 2024 16:36:28 GMT

@Avibrother

O2's Customer Services is not great at the moment and they are having a lot of problems with their accounting systems.

This is a customer to customer forum so you will need to contact O2 itself to resolve you problem.

The posts above detail how to make contact, as does :-

Good luck !

Re: Customer service

Avibrother — Sun, 28 Jan 2024 16:51:38 GMT

Yeah I know its customer to customer, I will never pay them another penny.. ever..

Re: Customer service

Oxonian — Sun, 28 Jan 2024 17:42:46 GMT

@Avibrother wrote:
Yeah I know its customer to customer, I will never pay them another penny.. ever..

@Avibrother

Just take care to properly resolve everything with O2 ; they have an unfortunate habit of trashing customers' credit stores even when small amounts of money are involved.

Re: Customer service

Sara7319 — Tue, 30 Jan 2024 20:05:44 GMT

Update...

Edging a bit further....so ended up since re doing my direct debit for both my sons and my contract. Which are both on my account. Which enabled me to finally get past the auto system. So for the past 3 days I have rang twice a day on hold for around d 40 mins then cut off. Today 20 mins break through, except the chap on the end of the phone sounded really distant and complained of not hearing me. To be honest I couldnt understand a word he said !!! Kept talking when I was talking and then the phone was put down.

So frustrating. In the meantime had a letter this morning dated 24th ...it is now 29th talking about disconnection. Looks like they have already shutdown my sons phone which is ******e as he is waiting for job interview call backs.

Think it's absolutely disgraceful service from a provider. Will be trying again tomorrow as I need to sort the accounts out now they are in a total mess. Was so angry today.

No options to talk to anyone e properly online or otherwise. Sick of phoning the numbers spending 10 mins gping through all the auto crap just to be put on hold and then cut off..might take this a bit further if no joy tomorrow.😤🤯🤯😡

Re: Customer service

Oxonian — Wed, 31 Jan 2024 19:27:26 GMT

@Sara7319

Have you considered trying to contact O2's social media team ? They have a reasonable reputation :-

Re: Customer service

Sara7319 — Wed, 31 Jan 2024 19:32:03 GMT

Hi....thanks and yes I have a few times...not much of an answer either...just ring this number...just about to update thread then will close it as had a breakthrough.

Re: Customer service

Sara7319 — Wed, 31 Jan 2024 19:38:36 GMT

Update ***

Ok so further on today, after 2nd round of on hold I finally got through to speak to someone....yayy...wasn't in the best of moods but the lady was so lovely (not english) but she was patient and made sure I understood what she was saying. She also apologised the amount of calls they have been having and various technical issues have also been stressful for them.

Cut a long story short, she listened and put me through to the appropriate advisor who helped me resolve my issue, which have trying to fo since beginning of Jan.

So shall close this thread, but will say yes it has been a frustrating , stressful few weeks of it but if anyone else is having similar issues, just keeping perservering.

Thanks for all your inputs 😀

Re: Customer service

Oxonian — Wed, 31 Jan 2024 20:47:05 GMT

@Sara7319

I'm so pleased that you are sorted. 😀

I think that we also forgot how stressful it can be for the Customer Service advisers - inadequately trained, overworked, irate customers, systems that clearly aren't fit for purpose etc etc etc !

Re: Customer service

AliBear — Thu, 22 Feb 2024 12:02:06 GMT

yes. totally agree. it's rubbish.

Re: Customer service

Oxonian — Thu, 22 Feb 2024 21:08:19 GMT

Do you have a question for us @AliBear please ? 👍

Re: Customer service

pgn — Thu, 09 May 2024 13:27:08 GMT

Call O2, all the ways in here: @NC-56