chat advisors ...frustrating

Anonymous — Thu, 11 Jul 2013 23:08:57 GMT

please read the following and comment..am I the only person who believes that these chat advisors are poorly trained in all aspects of customer service???

Welcome to O2. Someone will be with you soon.

You're through to 'O2 : Panky'

Panky: Hello Emma.

Panky: How are you ?

emma: Hi, im fine thank you..how are you?

Panky: I'm also good, Thanks for asking.

emma: could you tell me if I took out insurance when I took out this contact please

Panky: Let me check.

Panky: May I know your mobile number and full name ?

Panky: Thank you Emma.

Panky: Please can you tell me the 1st & 3rd character of your security answer?

emma:

Panky: I'm sorry, Emma, Its not matching.

Panky: Could you please recheck.

Panky: Is the account holder around you ?

Panky: I'm sorry, The above all are incorrect 😞

emma: are you sure? we really only use 3 passwords

Panky: Yes, I've double check this for you.

Panky: I'm sorry, Its not matching.

Panky: Do you have username and password for online account ?

emma: yes and im logged in

Panky: Great.

Panky: Pleas click on My details.

Panky: There you will see My security details.

emma: right

Panky: Then, Click on view my security details.

emma: i haven't got that option..down the right hand side i have security details and then highlighted in blue says change username, change password and change security question

Panky: Okay, Then click on and change security question.

emma: oh its ok ive found the bit you were talking about

Panky: That's really great .

Panky: Please help me with the answer.

emma: sorry...what answer?

Panky: Please help me with the 1st and 3rd character of the security answer.

emma: theres no answer on there

Panky: I'm sorry, May I know the username you are using ?

Panky: Thank you.

emma: that's the page i already have

Panky: Okay, You are not getting any security details option there ?

emma: only to change the username, password, security question and answer and change security pin

Panky: Okay, Do one thing, Click on change security pin.

Panky: And change it.

emma: i don't remember my pin

Panky: I'm really sorry, Emma, In that case, I'd request you to please ask account holder to contact with us, And we will sort this out for you.

emma: he wont know any of those details either as i said i set up the account can i not give dob and address and how much my last bill was etc for security

Panky: I can understand, But at least we can give the hint to him.

emma: this is ridiculous..is your customer service even open now?

O2 : Panky is having technical problems and can't chat. Hold on while we put you through to someone else.

You're through to 'O2 : Abhi'

Abhi: Hi I'm O2 : Abhi. How can I help?

emma: can you see any of the previous conversation with your colleague?

Abhi: Sure

emma: please read it and then see if you can help me

Abhi: I can see that you want to know when you took out the insurance

emma: if i took out insurance and if not how much it would be

Abhi: Please can you tell me the 1st & 3rd character of your security answer?

emma:

Abhi: I can see that your name is not matching with the account holder name

emma: its in my husbands name

Abhi: Yes.please help me with the correct anssweer

emma:

Abhi: As you're unable to answer the security questions. You'll just need to visit your nearest O2 Store and take photo ID with you, they'll be able to help.

emma: my nearest store is over an hours drive away

Abhi: Okay.

Abhi: Please ask your husband to contact us then

emma: right u lot are useless did you even bother to read the notes above,,i asked if your customer service was open so my husband could ring seeing as all the answers we give you is wrong

Abhi: I can understand but if you give me the answer then I will give you all the details.

Abhi: Please help me with the correct answer or ask him to contact us.

Abhi: Is there anything else I can help you with?

emma: we only use certain passwords between us so its either

emma: right so il ask the question for the 3rd time now is your customer service open?

Abhi: All three are incorrect

Abhi: I will help you with the timmking and number

Abhi: Please call us on 08448 090 202 or dial 202 free from your O2 Pay Monthly mobile. They'll help you with your concerns. They're available: Monday to Friday between 8am and 9pm, Saturday between 8am and 8pm, Sunday between 8am and 6pm.

Abhi:

Abhi: Is there anything else I can help you with?

emma: you haven't helped with anything except frustrating me and wasting my time if you had actually read the notes above when you joined this chat like I asked this conversation would have ended a lot sooner

Abhi: I am sorry to know this

Abhi: I can give you account detail without security answer

O2 has ended this chat session.

***really????

Re: chat advisors ...frustrating

rawrz — Thu, 11 Jul 2013 23:09:20 GMT

firstly i really wouldnt include your mobile number on a public forum.

i know chat can be frustrating however they arr right to ask for acc holder to be there or call. it is highly possible the password could be something different and they are only protecting the account. when in doubt call 202

Re: chat advisors ...frustrating

perksie — Fri, 12 Jul 2013 00:27:20 GMT

@Anonymous wrote:
please read the following and comment..am I the only person who believes that these chat advisors are poorly trained in all aspects of customer service???

The advisor was right to stop because you are not the account holder and were unable to pass security, for me that is perfect!

Nothing wrong there.

Re: chat advisors ...frustrating

Anonymous — Fri, 12 Jul 2013 00:29:35 GMT

Emmm...I don't see anything wrong what the advisor did to be honest! they are keeping everything secure by asking for characters from your password. It's incredibly easy for someone who knows your phone number to also know a date of birth and address so the password is needed. They also gave you the number to call for customer services.

Is it because you didn't get your own way that you feel aggrieved!?

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chat advisors ...frustrating

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