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. 

[london24seven]

Yesterday I emailed Lutz Schuler - CEO of o2. I copied in the CEO UK of Vodafone and the Press offices at Three Mobile and EE.

I also copied in a bunch of journalists who write about consumer rights. 

The only person that got back to me was the PA from the CEO at Vodafone - funnily enough it was an automated email acknowledging my complaint - even through it wasnt againt Voda! His PA later got back to me and apologised for the error. 

LUTZ SCHULER - SERNIOR EXECUTIVES @o2 - HAVE YOU NO SHAME? 

YOU ARE AN EMBARRASSMENT. THE MOBILE NETWORKS IN THE UK ARE VITAL FOR UK BUSINESS. I WILL NEXT WRITE TO THE GARETH DAVIES, DEPARTMENT FOR WORK AND BUSINESS.

[london24seven]

[london24seven]

Thanks - interesting to know. It feels like a business that has been stripped - pants pulled down - and any human intelligence replaced by automated numpties. includeing the CEO. What a tw@t that he doesnt even have his emails monitored.

[Oxonian]

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@london24seven wrote:

Thanks - interesting to know. It feels like a business that has been stripped - pants pulled down - and any human intelligence replaced by automated numpties. includeing the CEO. What a tw@t that he doesnt even have his emails monitored.

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I am absolutely certain @london24seven that the CEO of VMO2 will have his e-mails monitored ; what he has said he will not do is engage with customers. 👍

[Oxonian]

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@london24seven wrote:

Yesterday I complained to Ofcom.

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OFCOM do not deal @london24seven with complaints from individuals so don't hold your breath waiting for a response.  

[Oxonian]

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@london24seven wrote:

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

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We cannot possibly answer that question @london24seven as we do not know what you mean by "better". 

If you are talking about Customer Service, this suggests that O2, EE and Vodaphone are about equal :-

Tesco Named Best UK Mobile Operator in Which? 2024 Survey - ISPreview UK

https://www.ispreview.co.uk/index.php/2024/04/smarty-named-best-uk-mobile-operator-in-which-2024-sur...

If you are referring to the signal, then that will vary from location to location. You can test that yourself by procuring PAYG SIMs for each network and using them in the environs that you frequent.

I suggest that you do not rely on network coverage maps as they are notoriously inaccurate. 👍  

[london24seven]

Agreed - did not the general complaint and guess culminate the number of complaints from UK audience and regulate accordingly. (you would hope).

I can't complain to the ombudsmun until 8 weeks after initial complaint was registered. which is pretty close now. 

*** how is it even possible in our society for a service so vital to the economy to allow businessmen not to have acess to a phone for 2 months. no wonder our economy is tortoisew@nk

[london24seven]

I have been a customer of o2 for 20 years. in the past this has been based on signal, and customer service. Cant comment on signal now - sure they are much of a much-ness in london. but i never expected this lack of values from this company. its is being bled dry. clearly. disgusting disregard for customers. 

Winning a customer in a business is the most difficult thing to do. They have forgotten this through mergers and aquisitions. Government should step in. This is not competition. I got better service in the 80s. all the tech and internet is just contributing to cost cutting and absolutely unbelievable levels of primitive behaviour.

I honestly have no words. 

O2 - WHERE ARE YOU ? WHY YOU DONT RESPOND? 

[madasaf1sh]

Because there is no one from o2 on this board apart from a community manager...  which you have been told before.. 

The only way to deal with this is to pay up and walk away, simples... 

Most insurance companies btw don't ask for all this data, unless they suspect foul play aka you committing fraud or putting in too many claims.. 

At the end of the day there is **bleep** all anyone can do on this CUSTOMER TO CUSTOMER  community, and as we have all said there is no o2 support representation on here...