topic Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!! in Pay Monthly

RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Anonymous — Thu, 09 Jul 2015 09:13:15 GMT

Below is an extract of the complaint letter I will be posting to o2 today Recorded and signed for, and it breifely describes the hell o2 has put me through.

In December, I used your web chat to terminate a couple of accounts that I no longer required. And I was told that there would be no charge. I have included these documents (both o2 Transcripts that say for both accounts that there was no termination fee, and I ask like 3 times to ensure that it is correct).

In June 2015 (last month) I attempted to get a small amount of credit, and was declined. This was very strange, because my credit score last time I checked was over 900.

I signed up to a credit checking agency to check my credit, and discover that o2 have registered 5 late payments to my account. I am still now, after about 6 phone calls and 3-4 emails sorting out this mess. And I hope to have this removed.

I phoned your customer service team, the first person I spoke to was short with me from the start, saying that I owed money, that is why its registered as a late payment, and I told her to read the notes, but she kept insisting that I owed money. I had at this point had enough and had raised my voice. She then patronisingly told me that there was no need to raise my voice, twice. I said she was a stupid Customer service Agent (admittedly anger got the best of me) She then began to shout at me! What happened to the customer is always right? When she shouted at me, I told her the same advice she gave me, “that there is no need to raise your voice” to which she hung up on me. To say I was angry at the point is a huge understatement.

The above shows that o2 simply does not give two thoughts about Customer Service. They have become too big, and don't care about screwing people over.

I have had my credit rating destroyed because of the lack of communication from o2 to myself. I mean why would I check that I owed money, after being told that I owe nothing to terminate!!!!!!!

I am glad I kept the transcripts, ALWAYS keep your transcripts.

I have also emailed the credit team now that I believe my account has been completely zeroed.

They have not got back to me! WHAT A HUGE SURPRISE.

If any o2 employees see this, please could you chase them up?

Don't fall into the same trap I did. After speaking to a chat agent in india, call o2 up to confirm what they have said is true!

Good luck everyone else who is still with this disgusting Company!

I will also be looking to submit my story to that watchdog program, as people need to be made aware.

Regards,

James Orme

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

MI5 — Thu, 09 Jul 2015 09:19:42 GMT

Unfortunately it's another of the reasons why we NEVER recommend live chat for account related issues of this nature.
Good luck with sorting this out and let us know what Watchdog says about it esp as you aren't the only person this has happened to.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

jonsie — Thu, 09 Jul 2015 09:19:52 GMT

Quite a terrible story but you have the transcripts.

Did you not get emails to say there was a bill due? If there were five missed payments I would have expected a letter from a collection agency, a phone call...anything.

We always advise calling rather than using live chat. As far as we are aware, chat cannot close an account and always refer you to 202.

Hope you get this sorted.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Anonymous — Thu, 09 Jul 2015 09:31:12 GMT

No emails at all.

No letters, no collection agency letters, no phone calls. I litterly had to find out for myself via my credit rating.

And yes they have a massive failure at o2 with there webchat. If the Webchat agents can't handle things like account closures, then they shouldn't have the power to do it.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

viridis — Thu, 09 Jul 2015 09:37:02 GMT

So in your opinion, would you say live chat cannot deal with account based queries?

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

jonsie — Thu, 09 Jul 2015 09:39:31 GMT

We have been told otherwise but this tends to disprove that they can.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Anonymous — Thu, 09 Jul 2015 09:43:17 GMT

I would say anything more than providing information or getting items such as sims sent out is all they are good for.

Anything that could potentially invlove money should not be discussed over webchat, because they lie, they don't really know what they are on about, and they don't apply the actions correctly.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

viridis — Thu, 09 Jul 2015 09:45:46 GMT

This is the general consensus with regular members opinions of live chat too.
Sadly they are of very limited use imo

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

MI5 — Thu, 09 Jul 2015 09:48:17 GMT

@Anonymous wrote:
Anything that could potentially invlove money should not be discussed over webchat, because they lie, they don't really know what they are on about, and they don't apply the actions correctly.

That one sentence alone perfectly sums up live chat 😞

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Anonymous — Thu, 09 Jul 2015 09:49:58 GMT

Yes, they should just have the agents who normally deal with phone requests to do webchat (or at least the same standard of customer service agent, in English centres, with proper procedures in place just like the call operators.)

What I am even more disgusted about is how rude the phone agents have been to me! They should all be beniding over backward to resolve this issue they have caused.

I have never made a late payment on any credit or finance, let alone a default, which has almost occured simply because of their lack of communication.

Disgusting customer service!

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Bambino — Thu, 09 Jul 2015 10:07:55 GMT

We're all customers here too, so all we can do is sympathise. Cold comfort, I'm sure, and a harsh lesson learned. Many of us who are regular contributors here constantly advise not to let Live Chat deal with account related queries. Always best to speak to someone in Customer Service, but the basic rule should be 'trust no one'.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Toby — Thu, 09 Jul 2015 10:15:14 GMT

Hi @Anonymous,

I'm Toby, the O2 Community manager. Please send me a private message (there is a link in my post signature) and we can chat about this to see what can be done.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Anonymous — Thu, 09 Jul 2015 10:22:43 GMT

Thanks Toby,

I have sent you a PM.

Regards,

James O.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

anticpated — Thu, 09 Jul 2015 10:57:15 GMT

Just a few notes about Credit Rating, many agencies will purchase information about people and each time this happens, your CR can actually go down. Thus far, I haven't been refused credit and have no desire to know my credit rating in fear of it being scrutinised and made public to other people.

I deregistered from the Council's Open Register for this reason, as Telesales and other scruiplous company's can ruin your CR just by requesting your information. In this clandestine world, you can't take chances.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Cleoriff — Thu, 09 Jul 2015 11:11:20 GMT

This thread has just confirmed what the regulars say constantly about Live Chat. They seem unable to deal with account based queries. The fact they 'should' be able to... is irrelevant when you see a post like this Whatever action is taken now... the OPs credit rating is currently ruined....

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

jonsie — Thu, 09 Jul 2015 11:18:25 GMT

Despite what we are told about their abilities and the odd success story use them for anything other than simple queries and this is always a risk. To be honest even though transcripts are available it is going to be a lengthy job to get any sort of resolution or satisfaction here.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

jonsie — Thu, 09 Jul 2015 11:18:29 GMT

@Cleoriff wrote:
This thread has just confirmed what the regulars say constantly about Live Chat. They seem unable to deal with account based queries. The fact they 'should' be able to... is irrelevant when you see a post like this Whatever action is taken now... the OPs credit rating is currently ruined....

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Anonymous — Thu, 09 Jul 2015 12:27:36 GMT

Yes it will... I believe I should also be compensated for the hours I have spent on this. Disgraceful customer service apart from the odd person.

The ratio of awful, uncaring and rude phone Agents to helpful and understanding is a shocking 1/6.

Toby is also looking into this for me, which I do appreciate and I hope to have this whole mess sorted before the months end.

It is a shame that the only way to get any results is to basically moan in every form on a daily basis.

I have been Emailing, phoning, Facebooking, Twitting and finally now o2 Communinty posting for weeks now (apart from the last one) and I have spent hours per day, getting no where. I think they have litterly only just now cleared both the accounts to zero (recieved an email stating I owe nothing to o2 after one a few days before saying I owe £40 ish, when I actually owe zero).

I will update this forum post with the reply I get from the complaints team, to keep everyone updated, and so that people can see where complaining will get them with o2. (I imagine a fake appology with no compensation offered, and probably a little bit of blaiming me! You know that standard company response....)

Regards

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

jonsie — Thu, 09 Jul 2015 14:58:25 GMT

Yes, but at least you have a zero balance though the effort and stress would have been too much for some people. Let's hope the credit file is sorted out. In the meantime you can add a note onto your credit file stating that defaults were placed in error and O2 have admitted as such.

Re: RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

Anonymous — Thu, 09 Jul 2015 15:50:34 GMT

Thanks, I have placed that as a note now.

I know, if I was an elderly person, who can only just get to grips with technology, then this could push them over the edge! (Maybe a little dramatic there haha.) And I imagine the next stage is getting a letter through the door from a collection agency? I am surprised I have yet to here from them. Sound like they just like to destroy peoples scores. I have asked on the phone if the account is clear and the CA said yes I think so. What chance do we have!

I am also an IT Engineer. So when I say I recieved no emails from them, I mean it.

Bulk - Nothing, Inbox - Nothing, o2 Folder - nothing, my phone did not ring at all. And it has charge 100% of the time, I never have it out of battery. There is simply no need for this to have got to this level.