topic Re: Ursula - Fraudulent Charges in Discussions & Feedback

Ursula - Fraudulent Charges

kirstyr1313 — Fri, 15 Mar 2019 13:50:37 GMT

Just want to say a big thank you to Ursula, who has just helped me deal with unauthaurised charges on my account! I called o2 feeling very stressed out and left the phone call a very happy customer 😊 She was extremely understanding, explained the situation clearly and the steps I needed to take, while resolving the issue with my account and adding the correct block to my account so that this doesn’t happen again. After previously having a frustrating experience with my internet providers customer service team, I was not looking forward to this phone call - But Ursula was so helpful (and friendly!) exactly what customer service needs!! Again a big thank you to her, and I hope this feedback can be passed on to the relevant people 😊

Re: Ursula - Fraudulent Charges

Bambino — Fri, 15 Mar 2019 13:59:50 GMT

@Martin-O2 or @EmilieT can you pass this on?

@kirstyr1313 You should also take a look at these links: https://community.o2.co.uk/t5/How-to-Guides/Have-you-fallen-for-or-been-conned-into-a-premium-rate-scam-What/ba-p/968023

https://payforitsucks.co.uk/

Re: Ursula - Fraudulent Charges

Martin-O2 — Fri, 15 Mar 2019 14:08:19 GMT

Thanks for the mention @kirstyr1313 and thanks for your feedback @kirstyr1313 ! It's great to hear that Ursula was able to sort your issue and help you feel at ease during the call.

I'll pass on your kind words.

Re: Ursula - Fraudulent Charges

Mi-Amigo — Fri, 15 Mar 2019 14:54:20 GMT

@kirstyr1313Thank you for sharing your experience of customer services with us. As customers ourselves,

its nice to hear when a problem is resolved.

I hope that as a new member of this Community [forum], that you will have a look around and join in on any of the topics which interest you

Re: Ursula - Fraudulent Charges

TallTrees — Fri, 15 Mar 2019 18:48:41 GMT

Hi @kirstyr1313

Thank you very much for mentioning your good experience with o2 C.S. it is refreshing and although it is mostly stress stories and pleas for help here it is great to know that o2 have some really nice CS staff

Everyone likes to help and give best advice here on the Community forum too.

Glad it all worked out for you.

Re: Ursula - Fraudulent Charges

Payforit_Sucks — Sat, 16 Mar 2019 20:59:52 GMT

@kirstyr1313 wrote:
Just want to say a big thank you to Ursula, who has just helped me deal with unauthaurised charges on my account! I called o2 feeling very stressed out and left the phone call a very happy customer 😊 She was extremely understanding, explained the situation clearly and the steps I needed to take, while resolving the issue with my account and adding the correct block to my account so that this doesn’t happen again. After previously having a frustrating experience with my internet providers customer service team, I was not looking forward to this phone call - But Ursula was so helpful (and friendly!) exactly what customer service needs!! Again a big thank you to her, and I hope this feedback can be passed on to the relevant people 😊

Well done O2! About time you stopped passing the buck and started taking responsibility for dealing with unauthorised charges. Does this indicate a change of policy, or was @kirstyr1313 lucky to find an understanding customer services agent in Ursula?

Re: Ursula - Fraudulent Charges

Cleoriff — Sat, 16 Mar 2019 21:38:46 GMT

@kirstyr1313

Thanks for posting your experience here. Certainly makes me feel better that we have at least one advisor who will go the extra mile.

A change from those who say it's nothing to do with O2.

Hopefully things will change. A big thumbs up to Ursula for dealing with this issue on your behalf.

Re: Ursula - Fraudulent Charges

MI5 — Sat, 16 Mar 2019 21:46:11 GMT

Good to hear that at least someone at O2 has some sense.