Complaints team are ignoring me any suggestions please!

[Anonymous]

Summary of issues:

• MMS not working
• No personal hotspot option
• Age verification requirement
• Not logging a complaint via chat when requested
• Incorrect information provided by the store which forced me to change to a non unlimited data package and now refuse to put me back even though they said they would if it did not work!
• Chat team refused to log a complaint and tried to give me £5 to get rid of me which i refused
• This has been on going for 7 weeks
• Emailed the complaints review team who didnt even read my email, gave me some refunds but the issues remain and still dont have unlimited data

In total I have contacted O2

• 11 times by phone
• 3 visits to the stores
• 6 emails, 3 of which were this week to the complaints team with no reply.

Over 7 weeks I have:

        (1)     Reset the phone 
        (2)     Checked settings 
        (3)     Changed settings 
        (4)     Had settings sent by text 
        (5)     Forced new settings by downloading them 
        (6)     Manually changed the settings 
        (7)     Settings reset 
        (8)     New SIM 
        (9)     Been to stores 
        (10)   Spoken to your Guru 
        (11)   Had the iphone 5 swapped for a new phone by apple 
        (12)   Full reset new phone 
        
        Issue still remains. 

At a customer service conference I attended in Glasgow O2 were boasting that they took customer service serviously as well as complaints, this obviously insnt the case.
               

I have asked the complaints team to call me 3 times and have had no reply.

I am hoping that by posting these issues on here, facebook and twitter will help as if it doesnt I then have no other choice but to go to the regulators 😞

[MI5 · Accepted solution]

Once you agree to change tariff you can't go back, esp to one which doesn't exist anymore.

Your MMS probably just needs the correct settings on the phone but hardly anyone uses MMS anymore. Send imessage, email or use whatsapp.

Hotspot only works on certain tariffs so maybe not supported on the tariff you have chosen.

Age verification can be done in store or online using a credit card. Just complete the required steps to get it removed.

[perksie]

I love the word "forced", I wonder what kind of torture they used!

Sadly MI5 is right, once you leave a legacy tarriff that is no longer offered you can't go back to it.

I'm sure most of your other problems could be solved here.

After 8 weeks you can use the Ombudsman:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[Anonymous]

Have you not escalated the problem to the CEO? If you do, I'll guarantee you'll get a response, especially if you copy in Watchdog?

[Liquid]

Watchdog would only take it up if they have many complaints. It is afterall a program with a vested interested in getting more people watching:(.

As perksie suggested the ombudsman is the one who can crack the metaphorical whip against companies like O2.

I completely agree with esculating to CEO if your not having any luck.

However majority of those "problems" listed are ones asked on here on an almost daily basis. So solutions are not far away by any means.(despite O2 CS probably should of solved them already rather than let it get this far).

[aldaweb]

I would concur with contacting the CEO, be concise and polite but list the problems and what you would like done. You may not get all you ask for eg unlimited data tariff but in my experience it resolved matters to my satisfaction following that route after being fobbed off by CS staff and supervisors. (that was 10 years or so ago though)

You need to contact the CEO before the ombudsman as you have to have exhausted all complaints procedures direct with the company before approaching him.