topic Re: Complaint with o2 in Discussions & Feedback

Complaint with o2

Anonymous — Mon, 04 May 2015 15:02:20 GMT

I have sent a complaint to o2 complaints department, will I ever receive even an acknowledgement?

A loss claim was put forward then was cancelled within 24 hours, a simcard was issued, however someone put somewhere it was a handset or 'something was sent', didnt appreciate being called a liar for 30 minutes but a customer services until finally refered to insurance and someone actually checked to confirm a handset never left the warehouse.

I am just wanting reimbursed for the excess that was taken (for a handset that never even left the warehouse!), and none of this 'it can take 3 billing periods' and have a customer service agent hang up on me with no warning (I wasnt cursing, or abusive, or even a raised voice) - I've still no guarantee as noone will put it even in an email, hence the official complaint route. (plus what am i meant to do, see no credit in 3 months and go back through the rigmarol?)

If I receive no acknowlegement via phone/email about my complaint, and quite obvious as still nothing about in writing about reimbursing the excess that shouldnt of been taken in the first place, should I phone up and state im doing a charge back with my bank? as I phoned up multiple times to make sure the claim was cancelled in the first place which I was confirmed to be the case.

Re: Complaint with o2

MI5 — Mon, 04 May 2015 15:07:48 GMT

Complaints should get back to you within the stated timeframe.
If you don't get it resolved through complaints you can request a letter of deadlock and take your case to the Ombudsman, but you do have to follow the process I'm afraid.

Re: Complaint with o2

perksie — Mon, 04 May 2015 15:10:41 GMT

You should hear back in about 5 days.

Re: Complaint with o2

jonsie — Mon, 04 May 2015 15:11:05 GMT

If you make a compaint you should get an acknowledgement straight away though a response van take 7-10 working days. In the meantime call them and insist on speaking with a manager.

http://www.o2.co.uk/how-to-complain

Re: Complaint with o2

Anonymous — Mon, 04 May 2015 15:30:54 GMT

Letter was issued on tuesday, postal rule states 2 days.

5 working days would be next friday, however as far as dealing with o2, I have very little confidence with them actually dealing with it.

Where as stating I am doing a charge back and doing it, gets me back my money in a suitable time frame - not potentially credited to my bill in 3 months.

Due process screwed me over in the first place, getting a deadlock letter also requires '8 weeks', not acceptable in my opinion when o2 admitted the handset never left their premises to begin with.

Re: Complaint with o2

MI5 — Mon, 04 May 2015 15:30:50 GMT

Your choice but we've advised on the correct process which will save you further grief.
If your bill goes into debt, O2 will just disconnect you and pass the debt to a collection agency along with a black mark on your credit file.

Re: Complaint with o2

Anonymous — Mon, 04 May 2015 15:38:50 GMT

The money was taken already by direct debit, I would be taken back what is rightfully mine. But apparently loyalty doesnt pay.

I have already initiated the proper process.

Re: Complaint with o2

MI5 — Mon, 04 May 2015 15:41:38 GMT

@Anonymous wrote:
I have already initiated the proper process.

and you must now see it through to completion - It's only you that will suffer if not.

Re: Complaint with o2

perksie — Mon, 04 May 2015 15:44:03 GMT

MI5 is right, if you try and shortcut the system this could cause you more problems.

Re: Complaint with o2

jonsie — Mon, 04 May 2015 15:49:21 GMT

We can only advise you in fairness. Whatever route you choose is your own perogative.