topic Re: Reps don't know how to apply compensation by ombudsman in Pay Monthly

Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Mon, 17 Jun 2024 12:15:45 GMT

Short story had to escalate complaint about closed account to ombudsman was found I paid final bill.O2 offered £75 compensation for level of service which I accepted however nothing actioned nor does anyone on phone at o2 know how to apply this.where do I go from here do I just wait until next stage and report o2 for adhering to these actions.

Re: Reps don't know how to apply compensation by ombudsman

MI5 — Mon, 17 Jun 2024 12:40:26 GMT

@Cybrsloth92

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Mon, 17 Jun 2024 12:45:46 GMT

Tried that apparently my account is a legacy account but spoke to legacy and they had no idea how to apply credit to a closed legacy account

Re: Reps don't know how to apply compensation by ombudsman

MI5 — Mon, 17 Jun 2024 12:50:31 GMT

@Dave-O2 ?

Can they not just send you a cheque or bank transfer?

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Mon, 17 Jun 2024 13:06:04 GMT

Apparently because complaint is through ombudsman there is no notes on system not sure if this is correct or I'm just getting bad call agents.offered to send screenshot but they say they can't receive emails.ombudsman say they have till 29th June to remedy if not it can be further escalated I think at this stage its what will most likely happen

Re: Reps don't know how to apply compensation by ombudsman

MI5 — Mon, 17 Jun 2024 13:08:18 GMT

@Cybrsloth92

Hang on for a message off @Dave-O2

Re: Reps don't know how to apply compensation by ombudsman

Dave-O2 — Mon, 17 Jun 2024 14:57:58 GMT

Thanks for the tag @MI5

@Cybrsloth92 Please drop me a PM with the mobile number the account was linked to and I'll take a closer look 👍

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Tue, 25 Jun 2024 02:15:44 GMT

Still no resolution and o2 are unwilling to apply what they promised

Re: Reps don't know how to apply compensation by ombudsman

madasaf1sh — Tue, 25 Jun 2024 06:50:15 GMT

@Cybrsloth92

It could be that o2 are waiting for notification from the ombudsman to apply the credit, as if it is like the energy ombudsman, it takes a while for them to tell the company to apply it, as we won against Bulb and it took 3 months for the credit to appear...

You telling o2 to apply it may not be the best idea, just wait and go back to the adjudicator and ask them if they have passed it to o2

Re: Reps don't know how to apply compensation by ombudsman

Oxonian — Wed, 26 Jun 2024 20:06:48 GMT

@Cybrsloth92 wrote:
Still no resolution and o2 are unwilling to apply what they promised

You have mentioned in message 5 (above) @Cybrsloth92 that O2 have until 29 June to act.

Why don't you wait until after the weekend before worrying ?

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Wed, 26 Jun 2024 21:08:07 GMT

Because they were ordered to put remedy in place on 1st June and nobody at o2 has a clue

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Wed, 26 Jun 2024 21:09:07 GMT

Ombudsman ordered them to put actions in place on 1st June so they have had sufficient time

Re: Reps don't know how to apply compensation by ombudsman

pgn — Thu, 27 Jun 2024 05:56:42 GMT

Everything slows down when there's football to be watched, @Cybrsloth92 - and patience is a virtue, although O2 complying with a directive from the Ombudsman will test that to the limit...🤐

Re: Reps don't know how to apply compensation by ombudsman

madasaf1sh — Thu, 27 Jun 2024 07:01:08 GMT

Just leave it to the ombudsman to deal with, and my advice just keep out of it with o2, and report it to the adijucator to deal with..

Dont call o2, dont message... just leave it... and only go through the ombudsman...

Dont forget as well o2 can appeal the decision...

Re: Reps don't know how to apply compensation by ombudsman

Oxonian — Sat, 29 Jun 2024 14:12:10 GMT

@madasaf1sh wrote:
Just leave it to the ombudsman to deal with, and my advice just keep out of it with o2, and report it to the adijucator to deal with..

Dont call o2, dont message... just leave it... and only go through the ombudsman...

Dont forget as well o2 can appeal the decision...

An appeal by O2 would presumably be exceptional @madasaf1sh ?

Certainly, appeals are not mentioned in :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

That document says :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

I had assumed that O2 might well be consulted by the Ombudsman before the decision is released ?

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Fri, 05 Jul 2024 10:15:37 GMT

So O2 failed to Remedy by due date and ombudsman have now orders them to increase compensation however again nobody at o2 is taking ownership of this

Re: Reps don't know how to apply compensation by ombudsman

MI5 — Fri, 05 Jul 2024 10:19:00 GMT

Quelle surprise!!

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Fri, 05 Jul 2024 10:37:05 GMT

@Dave-O2

Re: Reps don't know how to apply compensation by ombudsman

Cybrsloth92 — Fri, 05 Jul 2024 10:52:59 GMT

Re: Reps don't know how to apply compensation by ombudsman

Oxonian — Fri, 05 Jul 2024 20:12:07 GMT

@Cybrsloth92 wrote:
@Dave-O2

@Cybrsloth92

Unfortunately, @Dave-O2 is on a sabbatical ! 😀

I wonder whether @Kei-M_O2 would be able to help you ? ❓