topic Re: O2 - WORST CUSTOMER SERVICE EVER in Discussions & Feedback

O2 - WORST CUSTOMER SERVICE EVER

Anonymous — Sat, 28 Jan 2017 18:23:38 GMT

I have had the worst experience of customer service in my life with O2. Safe to say, I will NOT be a returning customer to o2 after my contract has finished. Before Christmas, my phone was smashed and I made a claim against my insurance. I was charged for my excess of £60 TWICE on my latest phone bill. I have been contacting O2 customer services REPEATEDLY for the past three weeks (two of which times on a Saturday, and the other on my lunch break at work) and was dissapointedly let down each time I called. I was passed back and forth between customer services and insurance EACH time I called, numerous times until I got fed up of their ridiculous attempts of resolving the problems. The first time I called I was assured I would receive a cheque for my £60 that week, but the cheque never came. The second time I called (after the cheque never came), I THEN was informed by insurance that it would take up to 1-3 months for the money to be refunded and it would be transferred into my bank account, but I would then need to speak to customer services AGAIN to know when this would be refunded. The customer service advisor agreed that 1-3 months was a ridiculous time for the money to be refunded and advised me to cancel my direct debit and restart it again the day my bill was due to be paid as I should have the money by then (which would have been a waste of my time to call up my bank and arrange for this to be cancelled and re-started for a mistake O2 MADE). My bill was paid and the £60 was not transferred to my bank account. I called customer services and was AGAIN transferred through to insurance who told me it would once again take 3 MONTHS. I asked for a statement as to why this money was overcharged and was denied by insurance, and was ONCE AGAIN passed back to customer services. The customer service advisor agreed to transfer me the money there and then, after I asked to speak to a manager, but surprise surprise.. no money has been paid. I am absolutely APPALLED by this. I seriously advise anyone who is even contemplating using O2, think again and find a different phone service because all I have been given since using O2 is disappointing results and theft.

Re: O2 - WORST CUSTOMER SERVICE EVER

Cleoriff — Sat, 28 Jan 2017 18:30:18 GMT

Hi @Anonymous I think after all the time you have spent on this with no resolution you should make a complaint http://www.o2.co.uk/how-to-complain

Have a look at the link for Resolver https://www.resolver.co.uk/

Re: O2 - WORST CUSTOMER SERVICE EVER

Anonymous — Sat, 28 Jan 2017 18:34:54 GMT

Thanks! I think I will...

Re: O2 - WORST CUSTOMER SERVICE EVER

Bambino — Sat, 28 Jan 2017 19:03:55 GMT

I'm astounded that a customer service advisor would tell the OP to cancel their direct debit and then restart it. If it wasn't reinstated in time it could cause a negative credit rating to be raised. Incredibly bad advice and an appalling situation.

Re: O2 - WORST CUSTOMER SERVICE EVER

MI5 — Sat, 28 Jan 2017 19:30:20 GMT

There's no need to cancel the DD. Just request the bill be put into dispute until it's resolved then o2 can only take any agreed charges.

Re: O2 - WORST CUSTOMER SERVICE EVER

Olukayode — Mon, 13 Mar 2017 14:54:14 GMT

To all who have hit a brick wall with O2 Customer Service. Try sending an email: to ComplaintReviewService@o2.com

It worked for me and my complaint was investigated and resolved with the Complaints Team assuring me that developmental feedback would be given to their where required.

Re: O2 - WORST CUSTOMER SERVICE EVER

MI5 — Mon, 13 Mar 2017 15:04:34 GMT

For info, complaints review should only be used after the initial complaint has not been resolved. It is an escalation process and all defined in the complaints link already given http://www.o2.co.uk/how-to-complain