topic O2's automated online account system. in Discussions & Feedback

O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 12:44:12 GMT

Best get yourself a brew, this may go on for quite a while.

Since I took delivery of my iPhone 6s plus on September 25th 2015 I have had no end of trouble with O2 and their automated online billing account system, I have contacted O2 customer services on numerous occasions, to discuss why the keep disconnecting my service, when all my bills are up to date, yet the automated online billing account doesn't ever show anything different other than an outstanding balance.

Even though O2 have admitted they can see my account is up to date, and my payment history, their automated system still places restrictions on my account, I then contact O2 and they duly unrestrict my account, teling me not to worry everything has been sorted, the last of these telephone conversations was Friday 13th November 2015

Today, 19th November my services with O2 have been disconnected completely, due to my apparant overdue bill, which is still showing on the automated online billing account, I have had a chat with live chat, and they told me to ring O2 customer services, and how do I do that with no sevice on my phone ?

Each and every time I have a telephone conversation with O2 I am told that their mistake will be resolved, and I am not to worry, yet here I am having a public rant.

Has anybody else suffered such poor service from O2 who tell you one thing, and then do nothing to update their automated billing system for my account ?

Re: O2's automated online account system.

Cleoriff — Thu, 19 Nov 2015 13:01:08 GMT

Hi @Anonymous All seems a bit of a nightmare. You could ring from a landline or borrow someone elses phone to ring O2...All numbers in this link. It looks as if they need to reset your account. best not to use live chat for this

http://www.o2.co.uk/contactus

If you continue having problems then you could complain http://www.o2.co.uk/how-to-complain

Just wondering why you haven't set up a direct debit if you are on contract?

Edited to add this link on other ways to pay http://community.o2.co.uk/t5/Discussions-Feedback/Ways-to-pay-guidelines/m-p/874982

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 13:03:38 GMT

Thank you Cleoriff, I think this time, rather than having a telephone conversation which will result in the same excuses, I might try calling into the O2 shop, when I get time, is there any way I can get hold of the telephone records, to further prove that O2 are indeed in the wrong ?

My payments are by direct debit.

Re: O2's automated online account system.

Cleoriff — Thu, 19 Nov 2015 13:10:17 GMT

Hi @Anonymous If you go into the store although they will be helpful... they will simply call CS on your behalf and hand the phone to you to talk to them again. It is worth pursuing though.. by whatever means so give instore a try if you wish to. Someone at CS needs to take ownership of your account and probably reset something account based. If you have made numerous phone calls, a record of these 'should' be on your account. Best of luck. Let us know how you get on...

Also if you are already paying by direct debit you will have records of payments made via your bank statements

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 13:10:34 GMT

Once again Cleoriff, thank you, oh I certainly will post just how I get on, I have been a customer of O2 since 2007, and the launch of the very first Apple iPhone, of which I still have in working order.

Re: O2's automated online account system.

Toby — Thu, 19 Nov 2015 13:40:23 GMT

Hi @Anonymous,

Sorry to hear about this. Let us know how you get on at a store and if you run into trouble, send me a PM.

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 13:42:31 GMT

Thank you Toby.

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 14:49:04 GMT

I have had endless problems with o2 over the past year and have had endless phone conversations with customer services who have each given me different and misleading info. I recently decided to express my problems to the complaints team by email/letter and finally all has been resolved! I would definitely recommend doing this.

Re: O2's automated online account system.

jonsie — Thu, 19 Nov 2015 14:51:52 GMT

@Anonymous wrote:
I have had endless problems with o2 over the past year and have had endless phone conversations with customer services who have each given me different and misleading info. I recently decided to express my problems to the complaints team by email/letter and finally all has been resolved! I would definitely recommend doing this.

Glad you got it sorted. Always make a complaint if customer service can't resolve your issue.

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 16:44:48 GMT

Having had a long and seemingly pointless telephone conversation with O2's customer services this afternoon, apparantly the woman I had the pointless chat with, was unwilling to help, get a manager, or indeed listen and try to understand what I kept telling her.

I was told over and over the only way my issue could be resolved was I had to go to my local O2 store, who could help me further than she could, this I found quite bizzar.

I asked the woman to request that my telephone conversations that had been recorded be listened too, this action she told me she could not do, as only managers had this authority, so I asked her to get her manager or ask her manager to put the request in, only to be told that the calls on Friday 13th November directly from O2 to me, were not on the system and no notes or evidence of the calls from O2 to me exsisted, I find this unbelievable.

In short O2 are saying that the calls from themselves are not logged or recorded, yet only some incoming calls are recorded for training purposes, with this said, I had no proof that a lady from O2 had actually called me on Friday afternoon, how can this be possible ?

Re: O2's automated online account system.

Cleoriff — Thu, 19 Nov 2015 17:28:30 GMT

@Anonymous now is the time to take @Toby up on his offer and send him a PM ....

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 17:30:06 GMT

Does Toby work for O2 ?

Re: O2's automated online account system.

Cleoriff — Thu, 19 Nov 2015 17:33:25 GMT

@Anonymous wrote:
Does Toby work for O2 ?

He is the Community manager and is employed by Telefonica..so in short... yes he does..

He really is the go to guy for sorting out issues of this type. He prefers to do it via PM though...so please send him one @Anonymous

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 17:35:30 GMT

Thank you Cleoriff, I will do just that then, once again, thank you.

Re: O2's automated online account system.

Anonymous — Thu, 19 Nov 2015 21:50:35 GMT

Where do I click to accept my upgrade to be despatch tomorrow

Re: O2's automated online account system.

MI5 — Thu, 19 Nov 2015 22:03:43 GMT

Just click the links in email to confirm you've read everything.