How is o2 Customer Service so shockingly bad it is unusable and surely in breach of contract?

[london24seven]

So it has now been 7 weeks since I sent a customer service request - requesting some simple information required by my insurance company to make a claim.  o2 have systematically failed to deliver a document containing some very simreliableid.comple information: 

- IMEI number

- Date of first usage

- Date of last usage

- Account Holder name.... etc 

Every simgle time, I have to explain myself again. They dont put me through to a senior manager. Every time I get someone who believes they have solved the issue and get the same automatically generated 'proof of usage' report about 8 hours later with completely the incorrect information. What have I done about it?

1. I have made and official complaint via email 12
2. Complained via Resolver which I was again supposed to recevie a response within 7 days

3. Messaged the head of customer service on LinkedIn - nothing back

4. Messaged the CEO on Linkedin - nothing back 

5. Left an honest scathing review on Trustpilot. 

I am getting no response what so ever. Surely this is in breach of contract? ]

Only action I have left to take is to cancel my direct debit. I am not paying these absolute clowns - they are not delivering any where near a level of acceptable customer service. This is something more aligned to Rogue Traders. I have been a loyal customer for over 20 years but now they can do one. 

[Oxonian]

I suggest @london24seven that you leave your direct debit in place. If you cancel it, you will end up in debt to O2 and they will both trash your credit score and sell your debt to a Debt Collection Agency ; you do not want that. 

The escalation procedure for your official complaint is at :- 

o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

However, could I suggest that you try messaging O2 on social media ? The social media team might decline to get involved given your open complaint, but they are based in the UK and have a reputation for solving problems. They must be worth a try :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

Please keep us informed of developments. 👍

[Enlli]

The one thing O2 is good at is trashing your credit rating and selling your debt on to collectors. That's what happens when you cancel your direct debit.

As far as 'loyal' is concerned that may be for Mr Jones at the corner shop but VMO2 is a joint effort between two large capitalists companies, Liberty Global and Telephonica, both of which have stated in the past they want out of the UK, this joint venture will allow them to strip VMO2 to the bone and sell it on to some venture capitalists.

That's what you are up against, part of your problem is to do with that stripping to the bone. 

[madasaf1sh]

Found out something interesting about these Insurance Requests, from talking to someone at an insurance company.. 

Basically if the insurance company asks for all this data, then they suspect the policy holder of fraud or making too many claims hence they ask for every bit of data as they don't believe them at all... 

As when I have made insurance claims they only ever ask for proof of purchase...

[london24seven]

Its a nonsense in this country that any business can just make a judgement they you are in the wrong and sell debt to an unscrupulous balif without any sort of 3rd party intervention. o2 havent delivered on what is in my contract - I should have eevery right to cancel it. 

Yesterday I complained to Ofcom. I spoke with customer services and they refunded me two months bill - ok that's a start but doesnt even nearly complensate me for the time I have wasted on calls and two month without a phone for my work. 

I spoke to a nice lady called Jade - she promised me the document woudl be with me within 6 hours - guess what. . . ? It hasn't arrived. 

Thankfully I made her commit to calling me back at 4pm today (whether that happens or not is another thing. I managed to find the CEO's email address: lutz.schueler@virginmedia.co.uk so will send him an email today to let him know how shocking his company is at deliver basic customer service. I already included seniior management (head of customer service and managing director o2) on my initial complaint and that didnt change a thing - clearly no-one at this business cares about their customers.  

[london24seven]

Thanks for your reply - yeah I havent gone ahead and cancelled my direct debit. You are 100% right. I have been a customer over 20 years (one year in between with EE). One customer never makes a difference but they way they carry on - unless the other network providers are just as bad then they will loose their market share very quickly. 

Any recommendations on whether EE, Vodafone, Three....etc are any better than these clowns? 

[london24seven]

Hi buddy, 

Yes - that's exactly why it is so important for me to get this information!! I made two claims in a very short space of time - the phone screen cracked in exactly the same place but I totally get it - the insurance company would be suspicious or at least in every right to check the information. And how that looks on me that it's taken me 7 weeks and cant give them the information. 

Anther broken promise yesterday. Still no document. Useless

[Cleoriff]

@london24seven 
I can't recommend anyone else as I've been with O2 for years. I'm also sim only as have been lucky enough to buy my handset outright via Samsung or Amazon.(Who both do a repayment scheme if required)

I've got insurance via my bank but never needed to use it.

I've always paid via direct debit. So I'm lucky not to have experienced the chaos you are going through currently. (fingers crossed as I write that. )

I have used THREE (3) data sims for use with my PC or tablet when holidaying in UK. Just top up when needed.

[Enlli]

Scheuler has stated he will not deal with customers. He didn't when he was CEO of Virgin and he hasn't since he became CEO of the joint operation 

[japitts]

LinkedIn is a professional networking site, it's not part of any formal complaints procedure.

If you want to claim breach of contract, you'll have to find a term in your T&Cs that you feel O2 are breaching. Regardless of poor service or otherwise, I rather suspect you'll struggle.