topic Re: VERY POOR CUSTOMER SERVICE, MISLEADING CORRESPONDENCE. in Discussions & Feedback

VERY POOR CUSTOMER SERVICE, MISLEADING CORRESPONDENCE.

Anonymous — Mon, 08 Jan 2018 17:50:30 GMT

I have been a loyal customer of O2 for almost 10 years, always paying on time and never even considering using any other network provider.

I had two contracts with O2, one which came to an end in October 2017. I received a letter saying that I was paid up and informed me that no additional action was needed. VERY MISLEADING. I have since been charged again 3 times for the Airtime (I havent even used this phone for 6 months). During this time I have contacted O2 twice to cancel the airtime, but this hasnt been done even though I was very clear about my intent to cancel several times. I have since been charged again. There is no compassion from the customer service team, only copy and pasting the most irrelevant parts of an online chat. I couldnt actually speak to anyone because of course, they cut off my other contract too when I refused to make payment.

I can explicitly and wholeheartly say that this will be the end of my relationship with O2. When my secondary contract comes to an end, I will be leaving O2 if not sooner. Loyalty clearly stands for nothing with O2.

Re: VERY POOR CUSTOMER SERVICE, MISLEADING CORRESPONDENCE.

Cleoriff — Mon, 08 Jan 2018 17:53:38 GMT

Hi @Anonymous Sorry to hear of your poor experience. However you have to give 30 days notice to cancel contract https://community.o2.co.uk/t5/How-to-guides/Cancelling-Your-Contract-A-Guide/ba-p/566774#M56526

If you wish to make a complaint and ask for a refund then do it via this route https://www.o2.co.uk/how-to-complain

Re: VERY POOR CUSTOMER SERVICE, MISLEADING CORRESPONDENCE.

MI5 — Mon, 08 Jan 2018 18:14:57 GMT

If you want to kee your number when you leave see here for help
https://community.o2.co.uk/t5/How-to-guides/How-to-get-your-PAC-2017-Update/ba-p/1052278

Re: VERY POOR CUSTOMER SERVICE, MISLEADING CORRESPONDENCE.

Marjo — Tue, 09 Jan 2018 10:56:57 GMT

Good morning @Anonymous. Sorry to hear about your experience with this. I hope it gets sorted out soon! I'm going to drop you a quick PM (private message here on the forum) to get a few details to see if we can help in any way.

Re: VERY POOR CUSTOMER SERVICE, MISLEADING CORRESPONDENCE.

jonsie — Wed, 10 Jan 2018 00:59:13 GMT

Did you use live chat for this? If so I'm not surprised you are still on a rolling contract. Always best to phone.