topic O2 Chat Issue in Pay Monthly

O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:09:18 GMT

I chatted to an O2 chat representative called Kim. I was after a pay monthly iPhone, she advised me that she will give me £50 credit and it will work as follows. I would opt for £12 line rental + £20 for the phone per month. The £50 would be applied so that I wouldn't pay the £12 line rental for the first four months. She said that I place an online order and she will be there and I give her the order number. I did that and she said she has put it on my account. She sounded genuine, but my contract started today and lo and behold I got charged the line rental, I advised O2 and there is no record from Kim. How do I track down this person, she may have just made a mistake, I 'm hoping so. Can O2 look at past chats, I would like them to investigate, it's a matter of principle and O2 are not adhering to consumer protection regulations! The annoying thing is I get a computer says no response, no one I've spoken gives me any advice. Frustrating.

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:13:17 GMT

This is why we recommend to avoid live chat

Have you sent your conversation with Kim to your email as proof?

Only thing, speak to complaints team and explain the situation

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:21:07 GMT

Hi.

Really I would only advise opening up a contract through O2 Uk Customer Services and independent or an 02 shop.

As said it's now best to make this official and see where you get.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=13668

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:26:07 GMT

I've had the same issue. Was told I'll be credited the upfront cost of the iPhone by someone on live chat. Kept all my conversations. Bought the new iPhone, provided proof and was credited. If you can't get thru over the phone, always keep the chat records for future references.

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:29:18 GMT

A wise move Adrianna.

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:32:15 GMT

@Anonymous wrote:
A wise move Adrianna.

Thanks.

Was misleaded by online advisors so it was only fair to be credited the upfront cost at least.

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:33:37 GMT

Let's hope the OP returns and updates their thread with a favourable outcome.

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 17:51:50 GMT

@Anonymous wrote:
Let's hope the OP returns and updates their thread with a favourable outcome.

Definitely. Hope you get it sorted Abida.

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 18:47:18 GMT

Thank you, I stupidly didn't save the chat. She seemed very helpful, just accepted that she did put the £50 credit on the order. I have emailed the complaints department, got the name Kim, and the time and day I chatted with her. I just hope they keep chats as records. I am genuinely an honest person, perhaps she just made a mistake, either way I would be very disappointed with O2 if they didn't honour the agreement made. I will await their response and update the thread. Lesson learnt, never accept that someone has done something without keeping a record. I care more about the frustration of the incompetence than the £50!

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 19:06:27 GMT

Hi Abida.

Typically O2 are generally accommodating.

Good luck , fingers crossed and we look forward to your update.

Re: O2 Chat Issue

Anonymous — Wed, 25 Dec 2013 20:16:01 GMT

Good luck.

Re: O2 Chat Issue

jonsie — Thu, 26 Dec 2013 02:13:23 GMT

I'm fairly sure this will be resolved to your satisfaction especially if it's an offer that is being given to others in general.

Re: O2 Chat Issue

Anonymous — Thu, 26 Dec 2013 07:41:23 GMT

Thanks for commenting, I hope it gets resolved.

Re: O2 Chat Issue

Anonymous — Thu, 26 Dec 2013 15:48:14 GMT

I was pleasantly surprised, after being told there was nothing that could be done, as no record was made for the £50 that a chat representative promised. I received a prompt response to a complaint email I sent to O2, a lady called Resham sent me a very nice email, explained that they will look into the matter internally so it doesn't happen again, and will credit my account with the £50 originally agreed. Will keep an eye on that to ensure it's been actioned. I'm pleased by the outcome.

Re: O2 Chat Issue

Anonymous — Thu, 26 Dec 2013 16:04:44 GMT

Good result Abida

Thanks for updating your thread.

Re: O2 Chat Issue

jonsie — Fri, 27 Dec 2013 12:10:39 GMT

Great news, I'm glad you got your just complaint sorted.:smileyhappy: