topic Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract? in Discussions & Feedback

How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Tue, 27 Aug 2024 08:45:42 GMT

So it has now been 7 weeks since I sent a customer service request - requesting some simple information required by my insurance company to make a claim. o2 have systematically failed to deliver a document containing some very simreliableid.comple information:

- IMEI number

- Date of first usage

- Date of last usage

- Account Holder name.... etc

Every simgle time, I have to explain myself again. They dont put me through to a senior manager. Every time I get someone who believes they have solved the issue and get the same automatically generated 'proof of usage' report about 8 hours later with completely the incorrect information. What have I done about it?

1. I have made and official complaint via email 12
2. Complained via Resolver which I was again supposed to recevie a response within 7 days

3. Messaged the head of customer service on LinkedIn - nothing back

4. Messaged the CEO on Linkedin - nothing back

5. Left an honest scathing review on Trustpilot.

I am getting no response what so ever. Surely this is in breach of contract? ]

Only action I have left to take is to cancel my direct debit. I am not paying these absolute clowns - they are not delivering any where near a level of acceptable customer service. This is something more aligned to Rogue Traders. I have been a loyal customer for over 20 years but now they can do one.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

Oxonian — Tue, 27 Aug 2024 17:06:46 GMT

I suggest @london24seven that you leave your direct debit in place. If you cancel it, you will end up in debt to O2 and they will both trash your credit score and sell your debt to a Debt Collection Agency ; you do not want that.

The escalation procedure for your official complaint is at :-

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

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.

However, could I suggest that you try messaging O2 on social media ? The social media team might decline to get involved given your open complaint, but they are based in the UK and have a reputation for solving problems. They must be worth a try :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

Please keep us informed of developments. 👍

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

Enlli — Tue, 27 Aug 2024 17:25:50 GMT

The one thing O2 is good at is trashing your credit rating and selling your debt on to collectors. That's what happens when you cancel your direct debit.

As far as 'loyal' is concerned that may be for Mr Jones at the corner shop but VMO2 is a joint effort between two large capitalists companies, Liberty Global and Telephonica, both of which have stated in the past they want out of the UK, this joint venture will allow them to strip VMO2 to the bone and sell it on to some venture capitalists.

That's what you are up against, part of your problem is to do with that stripping to the bone.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

madasaf1sh — Tue, 27 Aug 2024 17:32:51 GMT

Found out something interesting about these Insurance Requests, from talking to someone at an insurance company..

Basically if the insurance company asks for all this data, then they suspect the policy holder of fraud or making too many claims hence they ask for every bit of data as they don't believe them at all...

As when I have made insurance claims they only ever ask for proof of purchase...

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Wed, 28 Aug 2024 07:32:26 GMT

Its a nonsense in this country that any business can just make a judgement they you are in the wrong and sell debt to an unscrupulous balif without any sort of 3rd party intervention. o2 havent delivered on what is in my contract - I should have eevery right to cancel it.

Yesterday I complained to Ofcom. I spoke with customer services and they refunded me two months bill - ok that's a start but doesnt even nearly complensate me for the time I have wasted on calls and two month without a phone for my work.

I spoke to a nice lady called Jade - she promised me the document woudl be with me within 6 hours - guess what. . . ? It hasn't arrived.

Thankfully I made her commit to calling me back at 4pm today (whether that happens or not is another thing. I managed to find the CEO's email address: lutz.schueler@virginmedia.co.uk so will send him an email today to let him know how shocking his company is at deliver basic customer service. I already included seniior management (head of customer service and managing director o2) on my initial complaint and that didnt change a thing - clearly no-one at this business cares about their customers.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Wed, 28 Aug 2024 07:34:48 GMT

Thanks for your reply - yeah I havent gone ahead and cancelled my direct debit. You are 100% right. I have been a customer over 20 years (one year in between with EE). One customer never makes a difference but they way they carry on - unless the other network providers are just as bad then they will loose their market share very quickly.

Any recommendations on whether EE, Vodafone, Three....etc are any better than these clowns?

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Wed, 28 Aug 2024 07:36:52 GMT

Hi buddy,

Yes - that's exactly why it is so important for me to get this information!! I made two claims in a very short space of time - the phone screen cracked in exactly the same place but I totally get it - the insurance company would be suspicious or at least in every right to check the information. And how that looks on me that it's taken me 7 weeks and cant give them the information.

Anther broken promise yesterday. Still no document. Useless

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

Cleoriff — Wed, 28 Aug 2024 07:51:05 GMT

@london24seven
I can't recommend anyone else as I've been with O2 for years. I'm also sim only as have been lucky enough to buy my handset outright via Samsung or Amazon.(Who both do a repayment scheme if required)

I've got insurance via my bank but never needed to use it.

I've always paid via direct debit. So I'm lucky not to have experienced the chaos you are going through currently. (fingers crossed as I write that. )

I have used THREE (3) data sims for use with my PC or tablet when holidaying in UK. Just top up when needed.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

Enlli — Wed, 28 Aug 2024 08:56:00 GMT

Scheuler has stated he will not deal with customers. He didn't when he was CEO of Virgin and he hasn't since he became CEO of the joint operation

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

japitts — Wed, 28 Aug 2024 10:10:32 GMT

LinkedIn is a professional networking site, it's not part of any formal complaints procedure.

If you want to claim breach of contract, you'll have to find a term in your T&Cs that you feel O2 are breaching. Regardless of poor service or otherwise, I rather suspect you'll struggle.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Thu, 29 Aug 2024 07:06:59 GMT

Yesterday I emailed Lutz Schuler - CEO of o2. I copied in the CEO UK of Vodafone and the Press offices at Three Mobile and EE.

I also copied in a bunch of journalists who write about consumer rights.

The only person that got back to me was the PA from the CEO at Vodafone - funnily enough it was an automated email acknowledging my complaint - even through it wasnt againt Voda! His PA later got back to me and apologised for the error.

LUTZ SCHULER - SERNIOR EXECUTIVES @o2 - HAVE YOU NO SHAME?

YOU ARE AN EMBARRASSMENT. THE MOBILE NETWORKS IN THE UK ARE VITAL FOR UK BUSINESS. I WILL NEXT WRITE TO THE GARETH DAVIES, DEPARTMENT FOR WORK AND BUSINESS.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Thu, 29 Aug 2024 07:08:36 GMT

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Thu, 29 Aug 2024 07:09:59 GMT

Thanks - interesting to know. It feels like a business that has been stripped - pants pulled down - and any human intelligence replaced by automated numpties. includeing the CEO. What a tw@t that he doesnt even have his emails monitored.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

Oxonian — Thu, 29 Aug 2024 19:56:15 GMT

@london24seven wrote:
Thanks - interesting to know. It feels like a business that has been stripped - pants pulled down - and any human intelligence replaced by automated numpties. includeing the CEO. What a tw@t that he doesnt even have his emails monitored.

I am absolutely certain @london24seven that the CEO of VMO2 will have his e-mails monitored ; what he has said he will not do is engage with customers. 👍

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

Oxonian — Thu, 29 Aug 2024 19:58:43 GMT

@london24seven wrote:
Yesterday I complained to Ofcom.

OFCOM do not deal @london24seven with complaints from individuals so don't hold your breath waiting for a response.

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

Oxonian — Thu, 29 Aug 2024 20:08:34 GMT

@london24seven wrote:
Any recommendations on whether EE, Vodafone, Three....etc are any better than these clowns?

We cannot possibly answer that question @london24seven as we do not know what you mean by "better".

If you are talking about Customer Service, this suggests that O2, EE and Vodaphone are about equal :-

Tesco Named Best UK Mobile Operator in Which? 2024 Survey - ISPreview UK

https://www.ispreview.co.uk/index.php/2024/04/smarty-named-best-uk-mobile-operator-in-which-2024-survey.html

If you are referring to the signal, then that will vary from location to location. You can test that yourself by procuring PAYG SIMs for each network and using them in the environs that you frequent.

I suggest that you do not rely on network coverage maps as they are notoriously inaccurate. 👍

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Thu, 29 Aug 2024 20:17:23 GMT

Agreed - did not the general complaint and guess culminate the number of complaints from UK audience and regulate accordingly. (you would hope).

I can't complain to the ombudsmun until 8 weeks after initial complaint was registered. which is pretty close now.

*** how is it even possible in our society for a service so vital to the economy to allow businessmen not to have acess to a phone for 2 months. no wonder our economy is tortoisew@nk

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

london24seven — Thu, 29 Aug 2024 20:25:07 GMT

I have been a customer of o2 for 20 years. in the past this has been based on signal, and customer service. Cant comment on signal now - sure they are much of a much-ness in london. but i never expected this lack of values from this company. its is being bled dry. clearly. disgusting disregard for customers.

Winning a customer in a business is the most difficult thing to do. They have forgotten this through mergers and aquisitions. Government should step in. This is not competition. I got better service in the 80s. all the tech and internet is just contributing to cost cutting and absolutely unbelievable levels of primitive behaviour.

I honestly have no words.

O2 - WHERE ARE YOU ? WHY YOU DONT RESPOND?

Re: How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

madasaf1sh — Fri, 30 Aug 2024 08:23:45 GMT

Because there is no one from o2 on this board apart from a community manager... which you have been told before..

The only way to deal with this is to pay up and walk away, simples...

Most insurance companies btw don't ask for all this data, unless they suspect foul play aka you committing fraud or putting in too many claims..

At the end of the day there is **bleep** all anyone can do on this CUSTOMER TO CUSTOMER community, and as we have all said there is no o2 support representation on here...