I am totally disgusted with O2 customer services

[hendrikus]

I am totally disgusted with O2 customer services I contacted them about a week or two ago regards my early upgrades which is on 16 August however phone is playing up badly I ask if this could be pushed forward by any chance I was told at the time that they could do it on 5 August which was better than nothing however contacting them today got told they don't seem to have any information on chat (basically saying I am lying)  I am annoying considering been a loyal customer for years thanks 02 for making me feel like a mug!

[jonsie]

The bank should have an authorisation number. Usual procedure would be for the retailer (O2 in this case) to fax the bank to say they won't be claiming the said authorisation number. The bank then cancels the reserve on the money and it's available to you straight away.

I would get the authorisation number from your bank and ask to speak to O2 accounts. There is someone who can authorise this and I would demand to speak to them. In cases of hardship, this should be a priority for an error caused by their system.

[Cygnetuk]

I have given O2 the authorisation number but it means nothing to them at all !

I am guessing that my bank authorised it but then the O2 didnt get the authorisation code before the link went down.

Friday wasnt a good day for me. It started off with my phone being stolen and went downhill from there. I was glad when the whole fiasco was over !

Well, I thought it was over..........

[jonsie]

I'm afraid O2 fall down very badly on payments when things go wrong, especially refunding incorrect charges. The problem with the authorisation I can understand. If the system crashed before it picked up the code it then there isn't a lot that can be done. In my experience it takes up to 7 working days before the reserved funds are made available again.

Have you asked your bank about waiving the charges due to the system error?

[Cygnetuk]

No Money has been taken from my account, it is just held as a pending transaction so I cant get at the money in my account I feel like getting customer support at the Bank and O2 and banging their heads together. 

If O2 could find the details of the transaction with the authorisation code the bank have given me, then they could tell the bank to cancel it. But since they have no record at all of the transaction by either the code or my name postcode etc etc they cant tell them to cancel it.

I would have thought they could use commonsense and could tell the bank that as far as they are concerned the transaction never existed anyway ! The last guy I spoke to at the bank did say that some businesses try to avoid cancelling as they are charged for doing so. Maybe true or could just be another smoke screen !

Whatever is causing the problem it shouldnt take so much piddling about to rectify

[Anonymous]

success!!!!!  after emailing  the complaints department, i have received an email informing me that the "lost chat" has now been found!!!! have recieved a sincere apology and will get a full credit to my account for the amount accrued due to the misinformation i was given on the online chat service. many thanx o2 complaints department

[adamtemp64]

Well done

[Anonymous]

New username required Percy Verance !!

[jonsie]

Great stuff, glad you got it sorted to your satisfaction. Well done too O2.:smileyhappy:

[GrahamF]

Hi, glad this was sorted. Following much misinformation & conflicting answers from 3 on-line chats I went in-store & got my query sorted. The helpful "Guru" in-store told me the chat is based in India & he is sick & tired of fending off angry clients in-store who have had unhappy dealings with Chat!! His colleagues quickly added they too are tired of the poor service from chat! I know outsourcing is a cost cutting exercise, but it DOESN'T work for your customers 02!  As I've said previously, this is probably the number one factor for customers moving to another provider, not the tariffs, not the handsets, but poor after-sales & customer care! The on-line chat service is almost certainly causing 02 to lose existing customers who don't upgrade at end of contract.

[Anonymous]

This morning i received a text from O2 appologising for the network failure in July 2012 & a 10% discount would be given back to me.

WHILE -

This is good for O2 in aknowledging the network failureI'm so terribly disgusted of the lack of acknowledging the 6 days of loss of NETWORK in the NG14 6HE area Calverton - Burton Joyce area in August. O2's customer service was NIL & speaking to people in India just doesn't help at all, the problems in the UK and we NEED to speak to people in the UK. These people tried telling me all was ok with my network coverage RUBBISH and after me being so persistant eventually found out i was right. BUT too be told to go to my settings and reset - was just CRAP. O2's customer service totally let me down & after 3 customer surveys i've filled in, not one person has got back to me either by email or my mobile.

I've been with O2 a number of years now & this case has been my worst ever Customer Service outcome ever. I only hope they can learn from this so it doesn't happen again.