Hi
Can anyone advise how it might be possible to achieve some direct contact with the complaints Review service in Leeds.
I ask because in early May of this year I raised a complaint with O2 over the fact that i had received an unsolicited call from O2 sales – some four weeks prior to the end of my 24 month contract. During this call I was subjected to a sustained attempt to have me accept a new phone and new contract. I found the delivery of the sales pitch stressful and intimidating and I suffered a period of harassment lasting some 20 minutes or so with the salesperson even trying to contact me after I had switched off my phone.
If this wasn’t bad enough I then found out a couple of weeks later that in fact I had been moved onto a new 12 month contract - that I had neither agreed to or was aware of. When I contacted O2 to complain I was accused of having entered a store in LONDON where I had agreed and signed up to the current tariff, and that if I wished to leave I would incur a penalty for the early termination of my contract.
Having outlined the problem I was assured that the matter could be quickly and easily resolved. Ha Ha Ha [ laughs out loudly]
In the intervening period I have had numerous exchanges [telephone calls and web-chats] with O2 but not the actual Complaints Review service staff. One of the main problems being that it appears only possible to have direct contact with someone at O2 via the web chat or over the phone, and that you never get beyond them. Each time you ring the call handler, they have to attempt to review your case notes and read through your previous contacts – they go through a set process of apologizing and trying to mollify you. When they find this doesn’t work they go off line to speak to a manager. They return saying that a manager from the complaints escalation team or complaints Team will ring you back
To date I must have had at least 5 or 6 such promises and no one has ever contacted me.
I have received emails from the Mycare team but they come via unmonitored system so you cannot establish a conversation with them using these, as no one at O2 ‘s end will be reading your reply or if you try you receive a message saying you need to contact them using the general contact form available on the web site.
Yesterday having already raised my complaint with the Ombudsman Service Communications and nearing the end of the 8 week mediation period I contacted O2 yet again as they had ignored my three previous requests to provide me with a Deadlock letter and copies of the transcripts of my extensive contact with them over this matter.
I was shocked [NOT] to be told that O2 considered the matter to be resolved and that my complaint and case had been closed. I was then advised to email the customer complaints review team again and today picked up their reply advising a possible further 7 day wait for a response.
Full circle, 8 weeks of endless hours of conversations on the phone and via web chat all a complete waste of time and energy
