topic Re: Fed up of O2 false promises in Discussions & Feedback

Fed up of O2 false promises

sparkymarcopolo — Fri, 29 Aug 2014 08:35:47 GMT

I challenged O2 about a charge on my account which the customer service represenative who agreed with my issue and sent a request for refund.

Several days later I check my account and the chrage was still there.

I called again and was advised it was declined so I requested a discussion with a manager. After a lengthy conversation she agreed it was misleading and would be refunded and to check my account today, which I have and the charge is still there.

Having just been on online chat, the last input is the decline to my request who have suggested I call again.

This just about sums up my experience with O2 at the moment, false promises and not fullfilling what they say they will do. What sort of service are they running because it's a shambles and all to common with companies today. Say one thing, do another!

So what's the next step....(tempted to cancel my direct debit and stick my payg sim in my phone!).

Re: Fed up of O2 false promises

jonsie — Fri, 29 Aug 2014 08:44:40 GMT

Whatever you do don't cancel the direct debit. O2 will just bill you for the remainder of the contract and pass it to an agency should you fail to pay it.

It will remain on your credit file for 6 years and affect any future credit agreements you try to take out.

Next step would be an official complaint in writing

How to complain

Re: Fed up of O2 false promises

sparkymarcopolo — Fri, 29 Aug 2014 08:47:16 GMT

I won't be cancelling but I'm getting on the phone again!

They won't get rid of me that easy, or I'll walk into an O2 shop and help myself to something of the same value at their expense. Fight fire with fire!

Re: Fed up of O2 false promises

Anonymous — Fri, 29 Aug 2014 08:48:43 GMT

If you've been using live chat then I'd suggest speaking to uk customer services on 202 contract to challenge the charge. If you don't get resolution the first time then ring back again as it can depend on the agent you speak to.

Let us know how you get on.

Re: Fed up of O2 false promises

Bambino — Fri, 29 Aug 2014 08:52:16 GMT

The OP has called, and has also used Live Chat.

Re: Fed up of O2 false promises

Anonymous — Fri, 29 Aug 2014 08:53:32 GMT

That's why I said call back as it has been known that a better resolution is achieved by doing so.

Re: Fed up of O2 false promises

jonsie — Fri, 29 Aug 2014 08:55:43 GMT

I would just fire off a complaint now.

Re: Fed up of O2 false promises

sparkymarcopolo — Fri, 29 Aug 2014 08:58:02 GMT

I had origially spoke to 202 on the 20th, then last night and this morning I spoke on chat. The whole experience so far has been an utter joke!

I work in customer service and O2's is nothing like we provide, we'd get the sack if we did not follow up what we told our customers.

Offering, let alone agreeing but not seeing it through is a lack of respect to your customer. I've been with O2 since the demise of BT Cellnet days and this is my first issue 've challenged and this is how I'm treated.

Quality of a company is based upon how they deal with issues, not when things are going well. So far they've failed miserably!

Re: Fed up of O2 false promises

jonsie — Fri, 29 Aug 2014 09:01:44 GMT

As a matter of interest what were the charges that you are disputing?

Re: Fed up of O2 false promises

Anonymous — Fri, 29 Aug 2014 09:03:40 GMT

I agree if a promise if callback etc and an agreement to deal with the issue has been agreed upon and then not acted upon that's a terrible service.

Re: Fed up of O2 false promises

sparkymarcopolo — Fri, 29 Aug 2014 09:06:51 GMT

It related to travel charges per day and the interpretation of the text content.

Re: Fed up of O2 false promises

Cleoriff — Fri, 29 Aug 2014 09:07:57 GMT

My advice is to keep trying until you get someone from customer services that does the job for you (while you are on the phone..

I had a similar issue when I needed to get some incorrect charges removed from my account. It took 3 phone calls. finally I got an excellent advisor who did everything for my whilst I was on the phone ..my laptop was logged into my account. I refreshed the page when instructed to do so...and voila...the excess charges were gone and my bill was now to my satisfaction. It really just needs a lot of perseverance.

Not what we want to do obviously, its time consuming....but if it gets results then I am happy

Re: Fed up of O2 false promises

Cleoriff — Fri, 29 Aug 2014 09:08:52 GMT

@sparkymarcopolo wrote:
It related to travel charges per day and the interpretation of the text content.

That was EXACTLY the issue I wanted resolved

Re: Fed up of O2 false promises

sparkymarcopolo — Fri, 29 Aug 2014 09:13:54 GMT

I don't give up easily (unless it's the wife lol) and suspect I'll be back onto them later but I'll take on board what you mentioned about it being sorted in real time!

Re: Fed up of O2 false promises

jonsie — Fri, 29 Aug 2014 09:14:41 GMT

Normally if this is a first time complaint O2 would go some way towards a goodwill gesture, maybe not refunding all charges but at least a partial refund. If the information is misleading or open to interpretation I would think you have a good case. An adviser can instantly credit the account without referring it higher if the complaint is justified.

Re: Fed up of O2 false promises

Anonymous — Fri, 29 Aug 2014 09:15:35 GMT

Cleoriff said "My advice is to keep trying until you get someone from customer services that does the job for you (while you are on the phone..

I had a similar issue when I needed to get some incorrect charges removed from my account. It took 3 phone calls. finally I got an excellent advisor who did everything for my whilst I was on the phone ..my laptop was logged into my account. I refreshed the page when instructed to do so...and voila...the excess charges were gone and my bill was now to my satisfaction. It really just needs a lot of perseverance.

Not what we want to do obviously, its time consuming....but if it gets results then I am happy "

Totally concur Trying to ring them back and get an advisor to deal with it now as the online complaint procedure can take a number of weeks to be dealt with sometimes.

Re: Fed up of O2 false promises

jonsie — Fri, 29 Aug 2014 09:19:50 GMT

@sparkymarcopoloplease come back and update us with any further progress.

Re: Fed up of O2 false promises

Cleoriff — Fri, 29 Aug 2014 09:25:11 GMT

@sparkymarcopolo wrote:
I don't give up easily (unless it's the wife lol) and suspect I'll be back onto them later but I'll take on board what you mentioned about it being sorted in real time!

Brave words and showing sound judgement @sparkymarcopolo (about the wife)....

My issue was resolved because I tried my hardest to be pleasant (despite feeling angry) It's amazing how that attitude helped.... though I am sure you already know that

Re: Fed up of O2 false promises

Anonymous — Fri, 29 Aug 2014 09:30:41 GMT

I too had £250 hardware charge this was supposed to be FOC via a GOGW i called them spoke to them calmley and advised them of what had been said and agreed, they looked back and saw this, the charges remained on my account untill my next bill was produced and these charges was taken off, sometimes you just need to be patient.

my advice is this, wait untill your next bill is produced, you have an avarage of 14 days before the ammount is taken and within those 14 days the bill will be rectified if it deems so, the reson why you have 14 days from a bill produced to a DD being taken not just with o2 but any finance institute in teh UK is to ensure that any discrepencies are ironed out i.e. your one... their is no point making knee jerk reactions or calling in with threats of canx etc because then nop one will help you.. stay calm, stay polite and I am sure you will get a far better responce..

Jay

Re: Fed up of O2 false promises

jonsie — Fri, 29 Aug 2014 09:31:24 GMT

Calmness and politeness are always helpful in such circumstances.