topic Disabled? Don't use O2! in Discussions & Feedback

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 14:55:56 GMT

O2 customer services is appalling and insulting!

On being told my account was overdue, I called to pay the bill in full over the phone but just wanted to check why it hadn't been collected by direct debit as usual. An 'adviser' asked me security questions of how many emails or minutes did I have each month and how much was the tariff. I was unable to answer these questions as I have paid the bill by dirct debit every month for 18 months. I offered my date of birth, bank account dtails & mother's maiden name but these were refused because I had "failed the DPS(???)" and was told he could do nothing more for me.

I explained that I was disabled with multiple sclerosis, confined to the house and with no other means of making contact with anyone. He replied that "lots of people were ill" and that I "should have paid the bill then" and there was nothing else he could do. I tried to stay calm but at this point asked to speak to his manager to be told repeatedly that he was managing my account today and when I persisted, was informed that no-one senior was available because they were all in a meeting!! I have never had such appaling customer service or been in such a desperate situation. I put the phone down and cried.

Fortunately, the postman knocked shortly afterwards & notified my neighbour who has now called the GP for me.

I will certainly be cancelling my contract as soon as I possibly can and I urge anyone who has health issues that might make their phone a lifeline to do the same. All I wanted to do was to make sure the direct debit had not gone through and pay the bill!

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 15:18:31 GMT

I'm sorry that you seem to have had this experience. I work for O2 and this is very rare this happens. I work in the stores so am on front line sot o speak. I wish that I could help you in some way to resolve this.

There may be one way that you could get passed this and you can get through to a senior manager if you like I can advise on this

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 15:50:52 GMT

hi im disabled you cant really expect o2 to treat you better than anyone else anyone can say there disabled ive never had any probs at all

Disabled? Don't use O2!

jonsie — Tue, 29 Jun 2010 15:53:46 GMT

That's a woeful customer service experience for you but your disability has nothing to do with the way you were treated.

The adviser seems to have been overly zealous and pedantic but I think you need to remove the reference to disability which infers that you were singled out because of this.

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 16:15:09 GMT

For DPA there is a very set process, they can only ask 2 of 5 set out questions.

If they just took any information then anyone would be able to phone up and do things on other peoples account. DPA is extremely strict because there are massive fines for breeching it and the advisor could get in serious trouble. Speaking to a manager on a fail of DPA wouldn't get anywhere so it is a pointless task and a waste of your time, all they can do is advise you that you've failed it and the call can't be taken further.

If you log into "my o2" you will be able to get the details you need to pass DPA and you can also pay your bills there.

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 17:20:29 GMT

I have to say, and I'll probably be attacked for this, but you failed the security questions. The person on the phone could be more tactful, but you would still need to prove who you were. You weren't singled out because you were disabled.
What has the postman and phoning the doctor got to do with it?

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 17:42:28 GMT

Well, harsh as it is here is my 2p worth. I do the same job as the advisor and would have refused to help as well although (just from your description if it is true) maybe more tactfully. You can obviously talk on a phone so what is the difference from any other caller?

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 17:57:24 GMT

Well, harsh as it is here is my 2p worth. I do the same job as the advisor and would have refused to help as well although (just from your description if it is true) maybe more tactfully. You can obviously talk on a phone so what is the difference from any other caller?

Same here, if you fail the 2 out of 5 possible security questions then the advisor can´t continue with the call. You need to go and try and get some details together and call back so that they can verify you then go through resetting your password. Disabled or not there´s no way I would not follow the security process.

Disabled? Don't use O2!

perksie — Tue, 29 Jun 2010 17:59:17 GMT

I do have some sympathy for Jpr here, I had to phone my bank recently and forgot my password, because I bank online I haven't had to phone for years.

They then start firing security questions at you, which takes you off balance and you struggle to answer.

I finally cleared security and got a new password after 20 minutes or so.

I only wanted a new cheque book, they can only send it to my registered address, so why is it so difficult?

You are not aware beforehand what questions are coming, and it's disconcerting.

I know it's "for our own good", but if you get a CSA who just wants you off the line as soon as possible, you feel very uncomfortable.

I accept there are "procedures" but it shows how the human element is often forgotten in these days of inflexibility.

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 18:16:05 GMT

That is where the tactfully bit comes in. I would apologise and explain why the security was there. I would sympathise but that wouldn't change my stance, although I would try to empathise.

But seems the thing to do now is ask for a manager, what good is that? Having been one for a while I was appalled at most managers knowledge. They are mostly not as clued up as the advisor and have no more power to pass you through security. They may try to sugar coat it a bit but it's the same answer.

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 18:26:30 GMT

Having been one for a while I was appalled at most managers knowledge. They are mostly not as clued up as the advisor and have no more power to pass you through security.

Very true. I´ve found that many of my managers have been employed to manage the advisors i.e. keeping track of sickness etc etc and although they've had system training it's never put to use so can't really do anything other than quote what the standard process is. If I need assistance I generally try and talk to a manager that was an advisor then promoted up.

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 20:11:10 GMT

I can tell you why the bank security checks you for a cheque book. Because they don't know whether you are you, or whether you are someone who is able to intercept your post.
You wouldn't be expecting one, so wouldn't notice one had gone missing for some time. (perhaps not until you checked your statement).

Disabled? Don't use O2!

perksie — Tue, 29 Jun 2010 20:18:44 GMT

I am well aware of all that, and when they phoned me back on my landline number which has been registered with them for over 20 years, I rather think they knew it was me.

That wasn't my point though was it?

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 20:52:28 GMT

It is tough but at the end of the day, I don't think anyone would risk their job to bypass any procedures in place, it just isn't worth it.

I work in IT Support but with alot of bespoke stuff and some things I am not allowed to do due to security reasons unless certain procedures are followed and although I want to make the end user happy I wouldn't risk getting in trouble for them. Procedures are there for a reason and the human element (security reason wise) is best kept to an aside for that 1 occasion it could be manipulated.

Saying that it doesn't mean somebody should be rude, although I would be annoyed if somebody threw the disabled card at me when I haven't done anything to warrant it.

Disabled? Don't use O2!

Anonymous — Tue, 29 Jun 2010 23:07:52 GMT

Saying that it doesn't mean somebody should be rude, although I would be annoyed if somebody threw the disabled card at me when I haven't done anything to warrant it.

The post of this thread for CS advisors, we all try to help but we are human!

As a bit of light relief. I had a woman in labour once and she wan't complaining just wanted to call to register as she would have been fined if she hadn't within 3 months. She was doing the breathing and timing the contractions during the call, and the ambulance was on its way, this is a woman I want to see on Dragons Den! Mind you I did tell her I wouldn't talk her through it if she popped as already done it once and think she wet herself at that. (Sorry mods)

Disabled? Don't use O2!

Anonymous — Wed, 30 Jun 2010 06:53:37 GMT

thanks for the information!!!