topic Re: COMPLAINT - Unable to make contact in Discussions & Feedback

COMPLAINT - Unable to make contact

J_W — Thu, 29 Jun 2023 09:38:24 GMT

Hello All,

I am writing this in order to reach out to anyone looking to raise a complaint with O2 for any part of their service through their complaint email complaintreviewservice@o2.com. Upon sending an email to this address you automatically receive a response informing you that they will be in touch "within 7 working days", I have emailed this address 6 times since the 26th of May and have not received a single response from any O2 representative via email or phone about my complaints. Please see this as a warning as O2 will not look to help deal with any complaints and will simply hope you stop requesting assistance.

Thanks

Jack

Re: COMPLAINT - Unable to make contact

jonsie — Thu, 29 Jun 2023 09:49:22 GMT

Use this method of complaint

You will get a much better response

https://www.resolver.co.uk/companies/o2-complaints

Re: COMPLAINT - Unable to make contact

Briseis- — Wed, 01 Nov 2023 07:44:17 GMT

Yes, indeed, worst service. I’ve decided to end the contract with them.

Re: COMPLAINT - Unable to make contact

Oxonian — Wed, 01 Nov 2023 20:41:13 GMT

@Briseis-

Your only issue with that is that Customer Service is generally mediocre across the UK mobile 'phone networks. Hence, if you go elsewhere, you might experience similar problems.

If you take a look at the community forums of the other networks, that might give you an indication of their strengths and weaknesses, and how good they are at resolving customers' difficulties.

Re: COMPLAINT - Unable to make contact

mikefox99 — Thu, 04 Jan 2024 16:11:25 GMT

Have I misunderstood how Resolver works?

I thought they would work with O2 to handle my complaint but it seems they have just forwarded it to O2 repeating what I had already done, viz I had sent two emails in November and a letter four weeks ago but they have not been answered. I am disputing a charge and now O2 have said they will pass my account to a debt recovery company.

I also spent 99 minutes in a Chat conversation with O2 'speaking' first to a bot then to 4 different people. When a 5th person asked me to wait while he read all the prior conversations I refused (and sent off the letter)

Re: COMPLAINT - Unable to make contact

Oxonian — Thu, 04 Jan 2024 20:55:21 GMT

@mikefox99

The "How does it work?" section on this page describes how you can use Resolver :-

About | Resolver UK

https://www.resolver.co.uk/about

Namely :-

We don't act on your behalf and we don't take control of your complaint. Instead, we’ve set out to make it as easy as possible for you to get results.

Search for a company, answer a few simple questions about your issue, and you’re off.

We create a personal case file for your issue, so you are in control and can manage everything from one place. You can add evidence, reply to a communication, track your progress or even download everything to your device.

With Resolver, you'll always know that you’re talking to the right person at the right time. You can raise a complaint to thousands of household names using Resolver. When things get tricky you can escalate it, as we also work with ombudsmen and regulators in order to help you achieve a resolution.

Re: COMPLAINT - Unable to make contact

mikefox99 — Thu, 04 Jan 2024 22:47:20 GMT

Thank you for your explanation.

I received an email from Resolver asking 'how did your case go' which baffled me because, as I said above, I thought I would hear from them first.

So in order to tell them this I chose the option 'Send follow up email' which I realise now should have been a reply to O2

Nevertheless whatever I had written would have generated the same response from O2 which arrived a minute later, viz

"We've received your email and will look into it as soon as possible. We'll be in touch once we've assessed the matter and we aim to do this within 7 working days."

Which obviously will not happen. And I'm back to square one.

Maybe time for the ombudsman?

Re: COMPLAINT - Unable to make contact

Oxonian — Fri, 05 Jan 2024 18:10:52 GMT

@mikefox99

If you are referring to the Ombudsman, you need to get your timing right :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Effectively, unless you have a deadlock letter, you have to wait eight weeks from the date of your original complaint. And, who knows, O2 might respond in the meantime ?

Please keep us updated on developments.

Re: COMPLAINT - Unable to make contact

mikefox99 — Fri, 05 Jan 2024 18:55:07 GMT

@Oxonian

Thank you for pointing this out

Re: COMPLAINT - Unable to make contact

Oxonian — Sat, 06 Jan 2024 10:12:24 GMT

You are welcome @mikefox99 ; good luck.

Re: COMPLAINT - Unable to make contact

Kev975 — Sat, 27 Jan 2024 23:28:44 GMT

I know exactly how you feel! I have been complaining since September last year and still not sorted! I have been with 02 since 2004 so you would think they would want to help! You send a email says a reply in 7 days I have sent numerous emails and always just get a reply saying an answer in 7 days it’s January and still not got a reply! I used resolver exactly the same say answer in 7 days and still nothing months on! I have written to the CEO twice and no Reponse and 15 phone calls totalling hours to 02 and still got the same problem and not sorted it’s ridiculous

Re: COMPLAINT - Unable to make contact

Oxonian — Sun, 28 Jan 2024 18:10:20 GMT

@Kev975

Please see :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

If you need more help, please ask.

Re: COMPLAINT - Unable to make contact

Kev975 — Mon, 29 Jan 2024 19:37:59 GMT

Hi thanks I know that but as they have not replied since September the ombudsman will not touch it as they claim you have to give them chance to reply!!!

Re: COMPLAINT - Unable to make contact

Oxonian — Mon, 29 Jan 2024 20:09:53 GMT

@Kev975

As I noted above :-

....if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman.

Have you asked the Ombudsman if they will take it on ? Have you explained the length of the delay that you have endured ?

Re: COMPLAINT - Unable to make contact

Kev975 — Mon, 29 Jan 2024 21:15:34 GMT

yes more than once but they stand by 02 have to reply first it’s outrageous. 16 calls to 02 now tried ombudsman used resolver all you get is answer in 7 say reply email and been like that since September! I even called 02 on hold for 45 minutes then when spoke to agent out me on hold for another 15 minutes then came back with a reply to not anything anything at all!

Re: COMPLAINT - Unable to make contact

Oxonian — Tue, 30 Jan 2024 18:23:18 GMT

@Kev975

Have you properly articulated to the Ombudsman the delays that you are facing ?

Have you considered an e-mail to the CEO of O2 to explain your plight ?

It is a complete shambles !

Re: COMPLAINT - Unable to make contact

Kev975 — Tue, 30 Jan 2024 20:30:43 GMT

Yes I have emailed the CEO twice and no Reponse. If I email a CEO of any company I always get a reply that day, or I get a response from their office at least. Even VirginMedia have contacted O2 to try and help me out and got nowhere as well. As for the Ombudsman three times I’ve been dealing with them But as they say nothing, they can do until O2 give something in writing. Although a few people I know have got the same problem they emailed a complaint last year and same as me all they do is get Auto reply saying get reply seven days. Exactly the same, what’s happened to me even Resolver said to get back in seven days been a month now still nothing.

Re: COMPLAINT - Unable to make contact

Oxonian — Wed, 31 Jan 2024 21:04:52 GMT

@Dave-O2

Are you able to assist @Kev975 in any way ?

Re: COMPLAINT - Unable to make contact

Dave-O2 — Thu, 01 Feb 2024 10:27:50 GMT

Thanks for the tag @Oxonian

@Kev975 I can check that your complaint has been logged, however if this is with our complaints team, this will need to be picked up by them, as they're our highest point of contact

If you want me to check this, please PM your mobile number and email address 👍

Re: COMPLAINT - Unable to make contact

Kev975 — Thu, 01 Feb 2024 12:42:21 GMT

Yes the complaint has been logged since September 2023! I have now 18 emails saying they will get back in 7 days but they still have not? No response from the CEO to my two emails. 16 calls to 02 which are supposed to be recorded! And also 5 emails from virgin media to 02 stating sort the problem. On top of that I also used resolver and 02 said I would get a reply again in 7 days and on that site it was over 5 weeks ago and still nothing from 02. It’s clearly your complaints team doing nothing. There is other people put complaints in and same story we all just get an auto reply saying get an answer in seven days! Which you don’t and when you email again all yiu get is the same auto reply over and over.