topic Re: Lost or Stolen O2 Device? - How to Report it. in Discussions & Feedback

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Wed, 05 Jul 2017 20:53:23 GMT

Lovely in theory, however I had my phone stolen in Paris. I reported it immediately to O2, who blocked it.

Returned home to discover that unauthorised calls had been made AFTER I reported it stolen.

I have spent hours on three separate chats to O2 advisors, all of whom have confirmed that I am not liable since the calls were made after my report. Each one has promised to refund my money, but on each occasion they have done precisely nothing.

Is this standard for O2, or do they actually have any customer service skills?

Re: Lost or Stolen O2 Device? - How to Report it.

Cleoriff — Wed, 05 Jul 2017 21:01:54 GMT

Hi @Anonymous

If this issue is not resolved to your satisfaction then its time to make a complaint http://www.o2.co.uk/how-to-complain Try Resolver in the link. They appear to have some good results

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Wed, 05 Jul 2017 22:28:43 GMT

Thank you Cleoriff, I will certainly look at the link you provided.

MI5 , you are incorrect. Nobody advised me how to actually get my issue resolved.

If I posted in the wrong place I apologise, but I have absolutely no idea what a 'KB section' is. If this is purely for info then I agree the thread should be locked so people like me don't get such abrupt and patronising responses.

Re: Lost or Stolen O2 Device? - How to Report it.

jonsie — Thu, 06 Jul 2017 02:31:17 GMT

Hey Tina, don't worry, you aren't to know. KB is knowledge base and if you were to ask me, I think far too much fuss is made of having silly names for silly sections and subsections.
Yes it makes the community cleaner and tidier but if it's a knowledge base then lets call it a knowledge base and not try to be trendy by saying KB because we can't be assed to write it out in full in our eagerness to move on to the next thread and confusing new members.
I hope your experience hasn't put you off becoming a regular contributor to the crommunity.
A big welcome anyway, please stick around 😃

Re: Lost or Stolen O2 Device? - How to Report it.

Cleoriff — Thu, 06 Jul 2017 05:15:53 GMT

@Anonymous! agree with @jonsie. You did a search and posted in what you thought to be the relevant section. You are very welcome here.. Hopefully your question has been answered to some extent. Please come back and let us know the outcome.

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Wed, 12 Jul 2017 11:24:09 GMT

The outcome so far?

No credit has been applied, despite being assured that I was going to be sorted out a week ago.

I am now being threatened with both a late payment fee being added, as well as my phone being restricted.

Absolutely appalling 'service' from a company who should know better.

Re: Lost or Stolen O2 Device? - How to Report it.

Cleoriff — Wed, 12 Jul 2017 11:31:25 GMT

Maybe @MercedesS, @Martin-O2 or @Marjo could help with this as you are getting nowhere @Anonymous?

Re: Lost or Stolen O2 Device? - How to Report it.

Martin-O2 — Wed, 12 Jul 2017 12:51:40 GMT

Thanks for the mention @Cleoriff

@Anonymous We can certainly see if we can get things moving for you. I'll drop you a private message to get a couple of details for you and I'll escalate this for you.

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Wed, 12 Jul 2017 13:16:28 GMT

Thank you Martin, nessage sent.

Re: Lost or Stolen O2 Device? - How to Report it.

Martin-O2 — Wed, 12 Jul 2017 13:47:10 GMT

@Anonymous wrote:

Thank you Martin, nessage sent.

Received and replied. Thanks @Anonymous

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Fri, 14 Jul 2017 11:13:15 GMT

I paid the 'usual' amount due on my account so as not to be in arrears.

I had a text message from O2 the other evening saying that the credit for the theft calls was being organised, although they didn't mention the VAT that had already been added to my bill, nor whether or not I would be charged the 'late payment fee'.

I have now had a text from O2 stating that I will not be able to use my phone for outgoing calls until I have paid everything!!!!!!!

I am appalled. Apart from the fact that I have a health condition and live in a remote area, so being able to contact my husband in an emergency is absolutely essential for me, I am still being punished financially for something that was not my fault.

Absolutely at my wits end here. I can't even complain to O2 as they have restricted my calls.

Re: Lost or Stolen O2 Device? - How to Report it.

Cleoriff — Fri, 14 Jul 2017 11:19:13 GMT

I thought @Martin-O2 was chasing this for you yesterday @Anonymous? Not sure he is on today though... so unless @Marjo knows whats happening, you appear a bit stuck (to put it mildly) and now we are at the weekend...

Edited to add I have mentioned @Marjo in my post so am hoping she can assist...

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Fri, 14 Jul 2017 11:20:05 GMT

I did message Martin, the result of which was presumably the text telling me of the £51 credit. I messaged him again yesterday asking about the VAT and 'late payment charge' threat but have had no reply.

I am going out somewhere very crowded tomorrow, if I can't contact my husband it could be extremely difficult for me.

Re: Lost or Stolen O2 Device? - How to Report it.

Martin-O2 — Fri, 14 Jul 2017 11:25:31 GMT

Thanks for the mention @Cleoriff

@Anonymous I've asked for an update on your situation so please bear with me whilst I wait for a response

Re: Lost or Stolen O2 Device? - How to Report it.

Cleoriff — Fri, 14 Jul 2017 11:28:45 GMT

@Martin-O2 wrote:
Thanks for the mention @Cleoriff

@Anonymous I've asked for an update on your situation so please bear with me whilst I wait for a response

Thanks @Martin-O2 Apologies for thinking you were off duty. Just didn't see your name on he Users list

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Fri, 14 Jul 2017 11:28:52 GMT

I am actually on chat with yet another adviser at the moment, but they best they can do is 'see if the credit is actually due' (O2 have already confirmed that)

and

'get back to me within 5 days'

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Fri, 14 Jul 2017 11:31:20 GMT

Thanks Martin.

Re: Lost or Stolen O2 Device? - How to Report it.

Martin-O2 — Fri, 14 Jul 2017 11:33:03 GMT

No worries guys! I'll see what I can do my end.

Re: Lost or Stolen O2 Device? - How to Report it.

Anonymous — Sat, 22 Jul 2017 21:09:34 GMT

Despite O2 having assured Martin that a credit was sorted out a week ago, there is nothing showing on my account.

Ridiculous.

Re: Lost or Stolen O2 Device? - How to Report it.

MI5 — Sat, 22 Jul 2017 21:12:12 GMT

It may not show until your bill is produced.
When is it due?