topic Re: O2 incompetence in Discussions & Feedback

O2 incompetence

LeeDavies — Thu, 06 Apr 2023 18:23:01 GMT

I want to make people aware to be careful of O2’s incompetence. My account clearly shows my device is paid off, I have been sent a statement confirming this fact. Furthermore, when you go to my account and ‘make a payment’, it also clearly states that I have fully paid my device (I also know it is fully paid). I paid my last instalment Separately from normal DD collection)

However O2 have sent me an email demanding device payment and upon contacting so called support, they also demand further payment so I have in turn lodged a Subject Access Request under GDPR/Freedom of Information and told them to reissue my statement sent a week ago and send a further Full Statement of Account.

I am disgusted by their incompetence and will take legal action against them if they persist in fraudulently trying to obtain money that is not due. BEWARE of the conduct of O2 everyone

Re: O2 incompetence

pgn — Fri, 07 Apr 2023 13:23:17 GMT

Whilst your Device Plan may be fully paid-off, the Airtime component will continue as a rolling contract until you change the arrangement, eg upgrade or purchase a cheaper SIMO contract, or cancel the contract, @LeeDavies -

Re: O2 incompetence

LeeDavies — Fri, 07 Apr 2023 13:40:22 GMT

I’m fully aware of that and upon my device being paid in full and my airtime contract at an end, I had switched to a 12 month SIM only. Contracts were returned, confirmation received and SIM added to my account. I then cancelled by device DD only. Two weeks later to receive demands for device payment and O2 support even sending me a link for payment that when you clicked on, simply directed me to my account where it stated there is no outstanding payment due.

outstanding incompetence more like

Re: O2 incompetence

LeeDavies — Fri, 07 Apr 2023 16:05:33 GMT

Re: O2 incompetence

Bambino — Fri, 07 Apr 2023 16:59:31 GMT

I'll ask an O2 account advisor to look into this for you, but they won't be on until tomorrow morning, and I doubt anything will be able to be done about it over the long holiday weekend.

@O2Georgina can you please assist @LeeDavies?

Re: O2 incompetence

O2Georgina — Sat, 08 Apr 2023 06:58:44 GMT

Thanks for the tag @Bambino

I can see the customers reply, I will also send a follow up message

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 16:00:14 GMT

Hi Georgina

Despite assurances that my issue was resolved and offered £50 compensation, I can’t use my phone as my service has been restricted even though o2 have admitted incompetence and offered compensation. I then have to go through it all again, this is incompetence on a whole new level, Olympic standard stupidity. O2 have surpassed themselves with inadequacies. I will be cancelling my account, issuing legal summons for damages and taking it to the media.

still without a service and I want refunded for the time they’ve unlawfully restricted my service due to their own continued errors.

Disgusting

Re: O2 incompetence

Bambino — Tue, 11 Apr 2023 20:03:24 GMT

It sounds as if you're back to square one @LeeDavies. If you haven't done so already, you should lodge a formal complaint:

How to Complain | Help | O2

If you scroll down on the link page there is another link to the Resolver complaints service, which, we're told, has produced favourable results.

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 16:00:34 GMT

Hi Bambino, very well put, back to square one, these idiots are o2 take incompetence to a whole new level, olympic standard incompetence. Primary School errors throughout (and that's doing a disservice to primary school pupils). Despite further assurances on 11 April that my wrongfully restricted service would be immediately sorted, it's still restricted today 12 April. I have raised a formal complaint with o2, the resolution service and also issued them with a Subject Access Request.

Re: O2 incompetence

viridis — Wed, 12 Apr 2023 07:27:04 GMT

They did exactly the same to me.

I did a switch up, and received a final device statement showing it was paid in full with the switch up payment.

They then proceeded to block outgoing calls on my phone and divert to a payment line that said the amount I owe is zero and must be paid before my services can be restored, yes I must pay zero.

So I ring o2, kind person on phone spends a good 20 minutes looking into account and its showing an overdue amount equal to the device plan of the previous phone I switched up from. They can't take the payment though as it shows even though I owe the billed amount, the amount due is zero.

They remove the block and say it should show on the next bill as able to pay.

Roll on a month and the bill comes in, still not able to pay the outstanding amount, because I owe zero.

They again cut off my phone. I ring again, finally get through to someone who can take a payment and end this nonsense that was no fault of mine, all the while having to listen to them asking me why I couldn't afford to pay on time and reeling off the "non payment warning" speech, even though it wasn't any fault of mine. And then a few days later I receive this little nugget.

"If you can't pay in full, it's really important you get in touch with us on 2729. If we don't hear from you we'll have to disconnect your device. This means your remaining loan of 1603.19 becomes due and you will lose your number. We'll also report late payment to the Credit reference Agencies. If you can pay 45.81 please call 0800 588 4217 or use MYO2 today. If you've already paid this amount today please ignore this message. Thanks."

I really hope they don't pull this crap again as as far as I'm concerned and o2 have told me, this device is long paid off.

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 15:38:20 GMT

I can’t even get web chat and I refuse to waste any more of my valuable time on the phone to o2. Despite numerous assurances it’s sorted, my account is still restricted so the staff have lied and/or taken incompetence to a whole new level. I’m now demanding a rebate for the entire time my service has been wrongfully restricted. All o2’s fault without question. I’ve demanded my account is cancelled. O2 are vile, disrespectful liars

Sorry, we're extremely busy right now, so I can't put you through. If you would like to try again later, I'll check our agent availability again. Here’s a link with a range of articles available that may help with your query - https://www.o2.co.uk/help

Re: O2 incompetence

jonsie — Wed, 12 Apr 2023 14:49:20 GMT

O2 Customer service can be labelled incompetent but come on, these people should not be insulted by stupid name calling

These people have families so just stop with the insultz

Re: O2 incompetence

LeeDavies — Wed, 12 Apr 2023 16:31:10 GMT

Hi Viridis, mirror image of my issue, will these people ever learn? I have all the evidence to tear them apart, they’ve even paid me compensation and numerous times assured me restrictions wrongly put in place will be lifted. Like yours however, they have lied and my service still restricted. I’ve issued a Subject Access Request and my account is in credit but restricted except for incoming calls, no internet or anything. Work that one out!! Bizarre, pathetic, unacceptable, all for the massive total of £14.40, their desperation is disgusting. They owe me money.

They try what you encountered and I’ll wipe the floor with them. You have my sympathy for what they put you through

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 16:01:29 GMT

Listen to this people. Even though O2 have offered me compensation, admitted liability, promised me numerous times they'd lift my phone restrictions, nothings been done and I'm now getting bombarded with texts and emails demanding money. Really?? I can't even respond as they've put restrictions on and I'm using my work phone.

Solicitors have been instructed, costs of which o2 are liable for. I will publicly post complaint response and exerts of call transcripts as per my Subject Access Request. I'll post them here and on social media.

O2 incompetence

LeeDavies — Thu, 13 Apr 2023 15:25:19 GMT

Have a look at the below web chat response I received from O2 on Friday 7 April. Bear in mind since this was received, no money has been received, O2 have confirmed my compensation yet on 10 April O2 put my phone on restriction for £14.40. I’ve spent hours on the phone talking to inept, rude and shambolic so called call handlers, received assurances restrictions will immediately be lifted yet remain in place. £14.40 yet they owe me £50, work that one out, O2 are a circus. Further O2 responses being posted soon. Where are you O2? You cowards! Now I’m being bombarded with texts & email’s demanding money, you really couldn’t make it up! You owe me O2!! Legal action coming your way, costs that you will be liable for. I’m gonna cost you a lot more than £14.40

Lee, I'm extremely sorry and sincerely apologies for all the trouble caused to you.
For all the trouble caused, from my side I can offer a credit of £50.00 as a token of apology
Once you agree, I shall raise the request and will be adjusted in your next bill which will generate on 04/05/2023
Or,
If you wish to have this amount credited to your bank, then once the credit is reflecting on the account, you can have a word with our team over call and they shall try and get it sorted for you.

Awaiting confirmation

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 15:30:24 GMT

Text received today, out of control, don’t know what they’re doing. You’re disgusting O2, you’re a joke!

This is O2. We know your Device Plan of £14.14 is still outstanding. If you're unable to pay this in full today, we really want to help. You can call us on 08001116121 to speak to someone, or if you prefer, please click the secured link below to find out about the options you have available. If you've paid this amount today, please ignore. https://tpp.o2.co.uk/lp/3/e0c3825fb70307489ae1eecfc21cff74

Re: O2 incompetence

jonsie — Thu, 13 Apr 2023 15:38:22 GMT

So sorry

Am fairly standard for customer service these days

If they can't sorry it within a Minute call is somehow terminated and it's on to another call to make the stats look good

Widespread amongst all call centres I've found

Eventually you will get through to a genuine adviser who will help

Live chat is useless do call them on 202 and keep calling until you get satisfaction

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 16:03:29 GMT

Further web chat from 7 April.

Hi Lee, I can completely understand your side in this and sense the frustration you have went through, as if I was in your place would felt the same.
Be assured, the request has been raised to our concern team they shall surely get in contact with you.

The request to add the credit of £50.00 has been successfully raised and will be adjusted in your next bill and you can see the credit been applied on O2 account under recent charges within 72 hours.

Once again, i sincerely apologies for all the trouble caused to you.
Thank you for contacting O2, it was pleasure assisting you.
Have a wonderful day ahead.
Goodbye and take care. Stay Safe.
You have my best wishes.

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 15:48:31 GMT

Here’s an expert from my webchat message in 7 April. O2 have not met terms and condition of acceptance, they’ve failed to do anything. I have ADHD incidentally and the anxiety these incompetent muppets have caused will no longer be tolerated. I’ve had enough, solicitors have been instructed. O2 are Lazy, inept amateurs

I will accept the £50 as I don’t need any more stress and you can credit it to my bank however, as stated I do not want to contact your team again after my experience over the last 48 hours. I will accept on the condition that the outstanding final device payment is remedied at your end without need for further contact. I also want assurances this will not show as a missed payment on my credit rating (due to the confusion caused by O2 and the fact that O2 employees were themselves unable to progress payment and the links and numbers provided by you also did not allow payment to be possible). All the information listed on my accounts was misleading and O2 themselves closed the device plan as fully paid making payment impossible, either by me or O2’s own staff). I would like to suggest your systems are revisited so accurate information is clear to account holders as is fair and just. I would then like confirmation that my device plan is fully paid, complete and closed and a statement relayed to that effect as full and final completed device payments and I am not going to be put through this again.

Before we even spoke or the email chasing payment was sent I had looked at my device plan to make sure I had made all payments. Your system and my online account had confirmed the device was fully paid so no action needed. If my account info was accurate and allowed payment, it would have been made, O2 made this impossible and listed inaccurate account information. That is not my fault or error but entirely down to O2

Re: O2 incompetence

LeeDavies — Thu, 13 Apr 2023 15:54:09 GMT

Thank you Jonsie, kind of you. The affect O2’s incompetence have had on my mental health and ADHD is unacceptable. Have these people no idea of the serious ramifications their inability to do their job properly, it’s outrageous

Thanks again, hope you are well