topic Re: Customer service in Discussions & Feedback

Customer service

Anonymous — Fri, 10 Dec 2010 12:01:20 GMT

O2 is the worst customer service network.
They do not care for their customers at all.
I have lost my phone and requested O2 to block the phone and sim card and send me a new one out.
I am waiting for the last 6 - 7 weeks now and have requested the same over 5 times and the customer service team give a standard answer that .. " The admin team will process it in another 7 - 10 working days
I keep calling them very 4 - 5 days to find out if they are sending the new sim at all.
And this is the standard asnwer I get.
O2 is really bad..
And above all.. the phone gets disconnected while you are talking to customer service and then you call them again.. and explain all over agin.. to someone else.. this is such a pain in your ***.....
I hate O2.. bad.. bad. bad.. customer service. :robotsurprised: :robotsurprised: :robotmad:

Re: Customer service

Anonymous — Fri, 10 Dec 2010 12:36:38 GMT

I couldn't agree more.
On 22 March 2009 I notified O2 of my change of address. I never received any form of confirmation. Or any other contact. Now I have discovered that they did not change the address to the one I notified them of, but one of their own instead, as well as set me up on monthly payments of £18.
I never received any offers for any contract. I was never contacted in any way, not even with statements.
This is theft. After contacting their 'customer service' I was, after three explanatory e-mails outlining what I know of the events, promised an unconditional refund. Then I got another e-mail bluntly stating that they are 'sorry for any inconvenience' and that I am not due a refund.
Pardon?
I've been with O2 for many years. I will never, ever go back to them. Is there an ombudsman we can contact? Can the police do anything to stop O2 from stealing from their customers?

Re: Customer service

Anonymous — Fri, 10 Dec 2010 13:29:34 GMT

Hi MidgetViking
I'd like to look at this in more details for you, please could you send me a private message with some more information, including the mobile number concerned?
Also - amitahkhatri, if it's convenient, you can collect a free replacement SIM card from a local O2 Store - see http://o2.asymmetry.co.uk/ for our store locator.
Thanks
Chris

Re: Customer service

Anonymous — Fri, 10 Dec 2010 14:22:06 GMT

Actually, it sounds like MidgetViking is suffering from Identity Theft, or Account Hijacking.

Re: Customer service

Anonymous — Fri, 10 Dec 2010 14:44:55 GMT

Actually, it sounds like MidgetViking is suffering from Identity Theft, or Account Hijacking.

By O2? The address that has suddenly turned up on the account is O2's own, and all the money has gone to O2, which is easy to see from the transfers.

Re: Customer service

sheepdog — Fri, 10 Dec 2010 14:46:52 GMT

And its taken 18 months to notice the missing money going out every month?

Re: Customer service

Anonymous — Fri, 10 Dec 2010 14:47:48 GMT

And its taken 18 months to notice the missing money going out every month?

Yes. For reasons that are none of your business.

Re: Customer service

sheepdog — Fri, 10 Dec 2010 15:02:52 GMT

And its taken 18 months to notice the missing money going out every month?

Yes. For reasons that are none of your business.

I suggest you stop posting about your situation on a public forum then as its obvious certain facts aren't going to be shared.

Re: Customer service

Anonymous — Fri, 10 Dec 2010 15:17:39 GMT

I've got details of the case from MidgetViking and will be investigating in detail.
Thanks
Chris

Re: Customer service

Anonymous — Fri, 10 Dec 2010 15:35:09 GMT

I have had no signal at all since around 5pm my partner and others I know also have no signal.
We live in Derby postcodes DE1, DE22.
Any comments O2?
I have never had a problem before.
We don't have a landline and rely on our phones.
Coverage finder states we have great signal in our area this is not the case

Re: Customer service

Anonymous — Fri, 10 Dec 2010 16:11:50 GMT

Hi joker69
Have you had a look at our live network status checker? You'll be able to see if there are any faults or planned maintenence work on masts nearby.
http://www.o2.co.uk/network
Come back if you need anything more.
Thanks
Chris

Re: Customer service

Anonymous — Fri, 10 Dec 2010 20:12:09 GMT

Actually, it sounds like MidgetViking is suffering from Identity Theft, or Account Hijacking.

By O2? The address that has suddenly turned up on the account is O2's own, and all the money has gone to O2, which is easy to see from the transfers.

No, someone pretends to be you in order to take over your account. Either to make calls you pay for or to get a phone.
To do this they would need information about you, so its worthwhile checking your credit report to make sure that they haven't used this for anything else. If there is a suggestion of ID theft, then you could consider CIFAS Protective Registration. Your bank can advise on this.
I'm sure Chris@O2 will get back to you and it may be something else altogether.

Re: Customer service

Anonymous — Fri, 10 Dec 2010 20:42:40 GMT

If the address has been changed to o2's address then that means it had been referred to the fraud team.

Re: Customer service

Anonymous — Fri, 10 Dec 2010 20:55:56 GMT

After being a customer with O2 for many years(since they started) , BB incl) I find them to be quite good and efficient at sorting out any problem and compensate duely.
Though it would help if every O2 call centre employee answered with the cheery natured girl I had answer tonight. If I could nominate her for employee of month or anything I would, Very helpful, informative but most of all her happy voice on a cold friday night after 8 made my night.
Again, Sophia for recognition and praise. Dealwith her anytime.

Re: Customer service

Anonymous — Sat, 11 Dec 2010 12:55:34 GMT

Hi Chris
Live results for XXXX XXX
*
Our network is currently working fine
We'll be carrying out some maintenance on our phone masts in this area on the 14 December.
Updated 12:20 (refreshed hourly). Recent faults might not show yet.

*
Normal coverage for Voice, Text, Email and Data
Good indoors and outdoors.
*
Normal coverage for Mobile Internet
Good indoors and outdoors. Good for mobile broadband.
Any ideas why we don't have signal its really frustratingit seems nothing should be wrong.