Frustrated with O2 chat - data roaming issue

[Anonymous]

I have never been so frustrated with a company! 

I have tried several times to use the 'Chat' service to solve an issue I have with data roaming charges while I was in Croatia. Unfortunatelty, I now see this board as my last resort to try and get the issue resolved. I am hoping an O2 representative will contact me.

While in Croatia I turned on my data to take advantage of the O2 travel data for 1.99 - as I have done several times. I received a notification to say that I had 50MB to use. At this point I had 23pounds of credit. A few minutes later I recieved a notifcation to say that I had no credit left. I recieved no notification or text to say that the O2 travel data had ceased to work and that I was being charged the usual roaming fees. 

One chat representative - Gail - said that I was charged because I went too close to a border and was not covered by O2 travel. I undertstand that this can happen. What I find inexcusable is that I was not notified or given the opportunity to turn off my data to avoid these additional charges.

 I have been sent many ridiculous excuses and pieces of advice by representatives and managers through the chat service such as "If you didnt turn on your data then you wouldnt have been charged for data" and "You should use google to find out which parts of Croatia are not a part of Europe". I ask them to tell me an email address or a phone number I can contact for free if they cannot help me. They simply refuse to give me any information then end the chat. 

I find the 'Chat' option a complete waste of time for everyone involved as it does not allow issues to be resolved at all. It seems to be a way for O2 to easily dismiss a customers' issues by simply ending the chat.

I am hoping someone on here has had a similar experience that they have overcome or that someone has information on how I can contact O2 customer service without charge.

Amanda

[jonsie]

I think O2 should definitely inform people when they are roaming in ANY country whether it's covered by O2 Travel or not. Maybe I'm lucky but I've always had a text on monthly contract...

[Anonymous]

I thought whenever you connected to a foreign network you received a welcome text from that network.

Whilst that may have possibly rang alarm bells for the OP IF they weer still in the country covered then this is a network issue and in my opinion should be credited.

[jonsie]

I have only ever received texts from O2 in recent years. I know way back I got texts from the home network but maybe it's different in Europe? I do get texts from O2-de when I visit my son in Berlin as well as from O2-UK.

I agree though that proportional charges and credit should be refunded.

[Cleoriff]

And this is what I get when I land in Spain....but this is now, on contract....  and for one country in Europe without moving through different countries ...as we did when driving through Europe

(Anyway I really just wanted to practice uploading my screenshot :smileywink:)

PS O2 really should learn to spell 'management' correctly.....