topic Re: Terrible Customer Service in Discussions & Feedback

Terrible Customer Service

Anonymous — Fri, 17 Nov 2017 13:45:08 GMT

I have spoke to 4 different “Gurus” in the space of an hour and passed from pillow to post.
I have incurred charges on my last bill of £13 for calling an 0845 number but upon researching said number, it’s a spam number - how I have dialled a spam number on 5 different occasions, I do not know - because I haven’t.
Upon speaking to the online chat “team” I was cut off numerous times before told to speak to the payments team who would “investigate” this for me.
Upon her “investigation” she always came across it as a spam number too and said she would transfer me to the customer service department so they could then again further “investigate” where this number has come from and who it belongs too and try arrange for me to have it refunded if it did transpire to be a fraudulent number.
Spoke to “Customer Services” who decided to tell me that I was lying and that they do not conduct “investigations” of the sort.
I told them three times I was told they could do this and track the number to see where it is from. Again, the told me I was lying, informed incorrectly and that they will not do this.

Despite all this, I never ever receive reception unless I reset my phone 20 times a day. Over charged for data, minutes or texts which are supposed to unlimited and they still expect me to pay to cancel my contract although I have already paid the amount covered for the actual handset.

Absolute fraudsters. Safe to say, you are not getting any more money from me.

Re: Terrible Customer Service

Cleoriff — Fri, 17 Nov 2017 13:55:50 GMT

@Anonymous if you think you have been treated badly then you should make a complaint https://www.o2.co.uk/how-to-complain

Also have a look at this guide re other numbers and charges https://www.o2.co.uk/help/account-and-billing/other-numbers-and-charges

Re: Terrible Customer Service

Anonymous — Fri, 17 Nov 2017 14:05:38 GMT

I have made many complaints of the last few months and been promised phone calls back from management and received nothing!!

Re: Terrible Customer Service

jonsie — Fri, 17 Nov 2017 14:10:01 GMT

What is the 0845 number you have supposedly called 5 times?
Is this number showing in call logs?
Do you have TU installed on a shared PC 💻?

Re: Terrible Customer Service

Cleoriff — Fri, 17 Nov 2017 14:11:10 GMT

@Anonymous wrote:
I have made many complaints of the last few months and been promised phone calls back from management and received nothing!!

Then I will tag in our community admin team and see if they can help @Anonymous

@MercedesS @Marjo @Martin-O2?

Re: Terrible Customer Service

Anonymous — Fri, 17 Nov 2017 14:43:45 GMT

Not in my call logs but apparently it’s on theirs as I’ve actually dialled it - how can you dial a spam number and why would you want too? All on different days too and for different durations which make no sense.
Apparently I’ve also gone over “unlimited” texts and “unlimited” minutes but how when it’s unlimited??
Makes no sense what so ever and I am very disgruntled about this.
I’ve received no calls to escalate this further over the few months I’ve been raising the complaints about the over charging and lack of signal and nothing has been resolved.

Would you pay for a service that isn’t working or trying to help you? I think not.

[phone number removed]

Re: Terrible Customer Service

MI5 — Fri, 17 Nov 2017 14:29:39 GMT

Unlimited mins and texts are still covered by a fair use policy (FUP) which is covered in the T&C's http://www.o2.co.uk/termsandconditions

Re: Terrible Customer Service

MercedesS — Fri, 17 Nov 2017 14:42:36 GMT

Hello @Anonymous,

I'm MercedesS from the O2 Community team and I am really sorry to hear about your poor experience.

Of course, we will send you a Private Message to get more info just in case there's something we can do for you but, the O2 community is a group of customers like you, but we are not Customer Service I am afraid.

You can also read this article Unexpected phone charge? Here's what to do if you've spotted an unexpected charge on your phone bill from Phone-paid Services Authority and even use their #NumberChecker form: Not sure about a number that's on your bill? Check it out here and see what to do next...

Looking forward to your reply! We are all here to help

Re: Terrible Customer Service

Anonymous — Fri, 17 Nov 2017 14:44:35 GMT

And that’s fair enough but the fact is, I actually ain’t going over any thing and when I do run out of data I just buy more if I need it like I have done in the past.

Re: Terrible Customer Service

Anonymous — Fri, 17 Nov 2017 14:46:03 GMT

HELLO MercedesS,

That would be great thank you. Hopefully be able to get some help.

Re: Terrible Customer Service

MI5 — Fri, 17 Nov 2017 14:47:30 GMT

@Anonymous wrote:
And that’s fair enough but the fact is, I actually ain’t going over any thing and when I do run out of data I just buy more if I need it like I have done in the past.

No worries mate.

Obviously, we don't have access to your account so can't see tariff or usage, so we can only guess really.

Re: Terrible Customer Service

Anonymous — Fri, 17 Nov 2017 14:51:50 GMT

ALL just a bit confusing really!

Re: Terrible Customer Service

MercedesS — Fri, 17 Nov 2017 14:52:20 GMT

I forgot to add @Anonymous that we have a nice guide created by adamtemp64 that should help you to: Have you fallen for or been conned into a premium rate scam? What to do next

As @MI5 said, no worries, we don't have access to your account but we will all help you out for sure

Re: Terrible Customer Service

Anonymous — Fri, 17 Nov 2017 15:06:01 GMT

I have a “premium” charge that’s appeared from no where on there too so I’ve applied for TPS.

I will reply to your PM as soon as I can as now at work! Thank you!

Re: Terrible Customer Service

jonsie — Fri, 17 Nov 2017 15:16:20 GMT

Also have a look at what isn't covered by your allowances apart from the 0845 numbers.

https://www.o2.co.uk/help/account-and-billing/other-numbers-and-charges

Re: Terrible Customer Service

MercedesS — Fri, 17 Nov 2017 15:28:27 GMT

@Anonymous wrote:
I will reply to your PM as soon as I can as now at work! Thank you!

No problem @Anonymous, went you get time