2 months and still no resolution

[Anonymous]

I've been a customer for years, spent thousands and now I've had enough.

My account was charged with £36 of charges from an unrecognised source so I contacted O2 thinking it would be simple. but no, its been 2 months and theres still nothing to show for it.

Ive been lied to, told it was my fault, misled and been hung up on.

Now all I want is to end my contracts and go to a phone operator who actually values their customers.

So far I've been told it would take 5 days three times, Frankly O2 have been the most unpleasant company I've ever had to deal with.

I wanted to block my phones from premium content. I was told that It could be done over the phone and the O2 app would show it. Lie 1

I was told I would recive emails confirming o2s actions, never happend.

I was told I'd get a refund.. Lie 2

I was told that I must of authorised it as it was charged to my account. 

Now all I want is my contract cancelled.

I will never return to O2, they could offer free contracts and solid gold phones and I;d still go with EE or Vodafone or 3 or 3 tin cans attached wth string. All are preferable to O2s customer contempt, sorry, 'service'

[jonsie]

---

@MI5 wrote:
Unbelievable that they can make such a mountain out of a molehill.
When they get it wrong it's usually of monumental proportions!

---

This is O2, Capita and Live chat in South Africa. No one will take the responsibility or the time to sort out anything that is above and beyond their calls per hour target, Ronan and his underlings must be sick of the community advising to contact them but in my opinion they need to earn their high salaries and their bonuses and dividends. The rot usually starts at the roots but I believe it starts at the top....

[Anonymous]

---

@MI5 wrote:
Unbelievable that they can make such a mountain out of a molehill.
When they get it wrong it's usually of monumental proportions!

---

so true, in April when this all started all I wanted was O2 to ressure me that my account hadnt been compromised and if possible to block any further premium content and 'charge to bill' charges. A refund woud have been nice but not essential.

Now however I want out of O2 and a full refund of £63. A letter of appology would be nice but lets be realistic here!

[MI5]

---

@jonsie wrote:

---

@MI5 wrote:
Unbelievable that they can make such a mountain out of a molehill.
When they get it wrong it's usually of monumental proportions!

---

This is O2, Capita and Live chat in South Africa. No one will take the responsibility or the time to sort out anything that is above and beyond their calls per hour target, Ronan and his underlings must be sick of the community advising to contact them but in my opinion they need to earn their high salaries and their bonuses and dividends. The rot usually starts at the roots but I believe it starts at the top....

---

Indeed, as I said previously - they don't actually work for o2 so the passion isn't there......

[Anonymous]

---

@jonsie wrote:

---

@MI5 wrote:
Unbelievable that they can make such a mountain out of a molehill.
When they get it wrong it's usually of monumental proportions!

---

This is O2, Capita and Live chat in South Africa. No one will take the responsibility or the time to sort out anything that is above and beyond their calls per hour target, Ronan and his underlings must be sick of the community advising to contact them but in my opinion they need to earn their high salaries and their bonuses and dividends. The rot usually starts at the roots but I believe it starts at the top....

---

I think the problem runs much deeper. O2 have nothing in place above a team leader for a customer to talk to. After an operator its a team leader, then its "You need to contact the Complaints review service". Then O2 wash their hands of it.

A team leader today told me that I cant talk to anyone as Ive made a complaint!.

So thats it. If the complaint service dont get back to me then Ive got nowhere else to go but the ombudsman. 

Why wont O2 deal with serious complaints? Why is cancelling a contract without charges so impossible? Why do you need to think laterally to talk to O2 and not Capita (who dont care, its just another contact with SLAs to fall back on)

I wasted so many hours on this matter I'm tempted to just pay the disconnection fee and be done with it.

But what really p**ses me of is Capita employees must do this every day and theres people out there who

just take it thinking that capita is right.

[Anonymous]

Ive just noticed on the O2 complaints page
"If you remain unhappy after we’ve responded to your complaint, or if it takes us more than eight weeks to respond, you may wish to contact our Ombudsman."

8 WEEKS! it could take at least another 2 months to sort this out.

It feels like theyre just trying to run out the clock on contracts.
At this rate by the time its sorted I'll be customer of EE or Vodafone, and O2 will refuse to deal with me as I'm not a customer! lol

Well Played O2

[MI5]

Unfortunately they do do it day after day.
I'm in the middle of a complaint myself right now and I'm getting the same run around as you!

[Anonymous]

---

@MI5 wrote:
Unfortunately they do do it day after day.
I'm in the middle of a complaint myself right now and I'm getting the same run around as you!

---

Like I said to the agent on the disconnections number. O2 dont care about customers, for every one they lose, they gain another one from a different network with the promise of discounts and latest phones.

Customers are just a revenue source thats easily expendable. Phone companies are so big these days individual customers who have a complaint are just a drain on resources and farmed out to cheap call centres to be ignored.

[MI5]

So very true, unfortunately.
They soon forget who pays their wages and provide shareholder dividends.......

[Toby]

Hi @Anonymous,

Sorry to hear about your experience here! I see that you have sent another email to us. Let me know how you get on and feel free to PM me at any time if you need any help. I'm Toby, the community head and welcome to the community.

[Anonymous]

Hi @Toby
So far I've contacted the CEOs office once and the complaints service twice (the second was and update of yesterday's fiasco)
There's still no sign of any credit to my account as of 11:30 today. So that's almost 48 hours after I was promised by customer services it would take 24.

So it looks as though I'm being given the run around yet again.
I've been offered screen shots confirming the refund (although it's only £36 of £63 thats been taken) but as I said to the operator at disconnections who offered. O2 wouldn't accept a screen shot as evidence of payment. So neither will I.

I can see I'll be taking this to the ombudsman before its all sorted out.

O2 really are a horrible bunch to deal with. Very quick to disconnect you if you don't pay on time but very very awkward if something goes wrong.
A quick search of the internet confirms that this sort of level of service is the norm rather than the exception.