topic Re: Awful Treatment in Discussions & Feedback

Awful Treatment

Rubicon — Mon, 16 Dec 2024 12:47:57 GMT

Ok, lets start with, I've never been with anyone else for over 15 years but O2 until November this year. At this point, I paid off my iPhone 15 balance due, but all the airtime deals I was left with were awful. I paid off the phone balance because they were charging me basically £24 for 5gb.

I use very little data, but found I could get 12 gb with Tesco for £9 whereas the best I could get with O2 was £15 near enough, for more data than I need.

So I switched, transported my number, paid off the phone, and my final bill of nearly £24 for data in November.

Then one day in December, I get an email telling me they owe me £14.36. Next day they tell me I owe them £14.36, which I don't as I paid the final bill.

Numerous unproductive, LONG phone calls, messages on messenger, they refund me the £14.36 they owe. They for some unknown reason though refund it TWICE of course, so I both write and email their complaints address, asking for an account number to refund ONE payment to. NO RESPONSE, not even an acknowledgement they've received the email or letter.
One week later, I receive an actual letter telling me I still owe them £14.36, same threats re: Moorcroft recovery agency, but at least they provide an account number to pay to.
So I've re-payed one of the TWO refunds they made, their error not mine, but of course still have NO IDEA what their letter was pertaining to? Was it the over-refund or are they still thinking I owe them money? Were they still insisting I owed them money, which I don't, or was it a request for the double refund.
I simply have no idea. Thankfully I have copies of every email, my letter. Any sensible advice appreciated, but one of the reasons I'm putting it on here is it provides yet further evidence.
I'm in my 70s, pretty ok with technology, bank with Starling etc, but really do not need this hassle for nothing.
I would never go back to them now, totally unbelievable behaviour.

Re: Awful Treatment

Enlli — Mon, 16 Dec 2024 13:18:28 GMT

Sadly no one will see your post on this customer only community.

We regulars know exactly where you are coming from and staying clear now is probably a good decision.

Best of luck

Re: Awful Treatment

Bambino — Mon, 16 Dec 2024 13:21:07 GMT

@Rubicon You join a long list of customers unhappy with the way O2 is going these days. You can lodge a complaint, but as it takes eight weeks for them to respond and you're no longer a customer I don't know what good it would do you, but here's the link: How to Complain | Help | O2

Re: Awful Treatment

Rubicon — Mon, 16 Dec 2024 14:10:12 GMT

Yes I realise it's not O2, just wondered if others had the same experience. After so long as a satisfied customer, I'm just amazed at their behaviour.

Re: Awful Treatment

Rubicon — Mon, 16 Dec 2024 14:10:39 GMT

Thank You.

Re: Awful Treatment

Enlli — Mon, 16 Dec 2024 14:27:48 GMT

@Rubicon wrote:
Yes I realise it's not O2, just wondered if others had the same experience. After so long as a satisfied customer, I'm just amazed at their behaviour.

We hear similar on a regular basis these days.

The only thing that seems to work well is debt recovery