Fed up of O2 false promises

[sparkymarcopolo]

I challenged O2 about a charge on my account which the customer service represenative who agreed with my issue and sent a request for refund.

Several days later I check my account and the chrage was still there.

I called again and was advised it was declined so I requested a discussion with a manager. After a lengthy conversation she agreed it was misleading and would be refunded and to check my account today, which I have and the charge is still there.

Having just been on online chat, the last input is the decline to my request who have suggested I call again.

This just about sums up my experience with O2 at the moment, false promises and not fullfilling what they say they will do. What sort of service are they running because it's a shambles and all to common with companies today. Say one thing, do another!

So what's the next step....(tempted to cancel my direct debit and stick my payg sim in my phone!).

[jonsie]

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@sparkymarcopolo wrote:

PM sent Toby, let's see what happens but it should never have got to this stage!

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@Couldn't agree more @sparkymarcopolo 

[sparkymarcopolo]

Big thanks to Toby for intervening here, not forgetting those who contributed to this discussion and the messages of worthwhile info (which I have used to escalate this experience).

Finally the charges have been removed.

It would be too easy for me to put this down to experience so for what benefit I might be able to offer, if it can assist just one people by not having to go through what I have, I've escalated this to several departments, all of which are in communication with me now. It's not always about a resolution but what can be done to improve future experiences for others.

I work in customer service myself and it's not acceptable that conversations/notes and actions are not recorded (at their choice),let alone put in place.

I'll keep this thread updated on progress, it's the least I can do.

Thanks again

Mark

[MI5]

That really is the most frustrating aspect of it - when you have to keep repeating yourself over and over to different people....
Great that you got there in the end

[Cleoriff]

Brilliant news Mark. It took a long time and much frustration but you got there..:smileywink:

[Anonymous]

I agree eventually a good outcome

[jonsie]

It's a shame it took the intervention of Toby to get this resolved.

I wonder would you still be getting the runaround or given up entirely if not for the forum support as many may well have done.

A good outcome in the end