Monthly Online Bill a JOKE...

[Anonymous]

Hi everyone, I hope there is someone from O2 customers services online because I am very disappointed

I claim cashback and need a bill printed to send off. I just went to print the bill and it is not worth anything!!!! The bill does not have an O2 logo on it does not have my name on nor even the mobile number, bill date. The only information it has is details of the charges and how much due and when you are going to collect the money.

Not even my accountant will accept this it is ridiculous. I do not want to request a bill as it takes 3-5 days but to be honest it defeats the whole purpose of online billing and been able to print your own out.

Please respond as I have just had a very fiery discussion with a so called account manager at O2 who just kept repeating that she could not put me through to anyone else. The only advice she had was to do a screen print, send one in the post and go to this forum. All of which defeat the purpose.

Thanks
Lisa

[perksie]

Thanks for that Steve, I've been with O2 for 2 years now, I thought I knew my way around the O2 web site but I have never seen that before.

How on earth is a new customer to find out these facts?

[jonsie]

It's well hidden but I found it by going into 'Help & Support' from the main page.
At the bottom of the page under 'Pay Monthly help' there is an option to 'view all'.
When you have clicked on that, there is a sub-section on 'paper free billing'.

It's difficult to find by just browsing as it sort of defeats the objective of getting everyone on paper free billing. People do have that option but O2 don't want to advertise the fact.

[Anonymous]

Great to see so many replies but yet again everyone is missing the point !!!

I knew all about screen prints and requesting paper billing but that defeats the whole object.

Why on earth is it so hard just to set up so that when we click on the print button it actually lets us print a PROPER BILL !!! It is ridiculous. A lot of the times I do not print out. I actually print the bill to a PDF file and email to my accountant who then keeps on file. I have other bills from which I do this and when I print the bill to PDF it shows the company log and my account details as well as the bill information. With the printed O2 bill there is no information about who the bill is for and not even a mobile number on it. It could be any ones lol

Everyone is missing the simple point. Sorry

[Anonymous]

Not too sure if the text request still works?

But there is more information and on-line request here :

Taken from the Billing FAQ :

If you need a paper bill for expense claims or because you aren't on the internet, ask us to set one up. You can print your online bill by clicking the 'Print' button on the front page. This only prints out the front page.



IT DOESNT EVEN PRINT OUT THE FRONT PAGE AS THERE ARE NO ACCOUNT DETAILS OR LOG ON AT ALL. IT COULD BELONG TO ANY MOBILE CONTRACT OR NOT EVEN A MOBILE !!!

[Anonymous]

simple answer, Switch to paper billing!
not really a difficult scenario,
if online billing doesnt suit you, then switch to paper,!
problem solved .

IT IS NOT ABOUT SUITING ME IT IS THE PRINCIPLE OF ONLINE BILLING WHICH THIS IS DEFINITELY NOT

[perksie]

I sympathise Lisa, it's pretty hopeless, I had them turn on Vat invoicing, so I can print the whole lot in one go for tax purposes.

It seems to be the only way to get a proper online invoice.

Nattalie24's answer was glib and superior sounding, as if she had no idea of how to speak to a customer.

The response was poorly punctuated and badly written; I do hope it wasn't an official O2 reply.

[jonsie]

The problem here Lisa, is that there is no official O2 presence on the forum, it's customer to customer. Many people have posted on here with this issue and have sent emails to O2.

I fully understand your point but until O2 change their on-line billing system there is little we can do only give you alternative options. We are just trying to help and I totally agree with you that you should just be able to 'print' and the statement should be complete with an official header and your account details. O2 will change it sometime in the future but until they do, if you need a statement for your accountant or for cash back, a paper statement is your only real option.

[Anonymous]

Hi Steve,

I know... the thing is I phoned O2 and told the so called 'account manager' about this and all she kept saying was that there is nothing she can do. There is no department she can put me through to deal with this !!! Total fob off. All she recommended was what I already knew about requesting a paper bill and doing a screen print and then she told me about this forum and to go and post a complaint on here. So that is what I am doing!!

Obviously no matter what I do there is absolutely no where for customers to feed back on how their systems are WRONG. I would have thought it obvious that when we want a print of a bill it should look like a bill or at least have the basic account information and a logo.

So where do I go from here?? please

[Anonymous]

To be perfectly honest the only thing you can do from here is voice a complaint, and whilst I think feedback is always important to develop systems, training etc, it's not going to help you short term and so the only way I can see of resolving your issue now is to add paper billing again as has been posted on this forum and mentioned by the agent you spoke to.

I do understand your frustration and that this isn't the response you want, but for the mean time there really isn't any other option that could be suggested.

[Anonymous]

As you say it seems a post starts and some people take it away until the whole point is lost.
Your point and the member who started this post need a bill that resembles what is on the screen with name address account number etc and it doesn't for all that people say. Even if you use the print screen key to get it it does not print screen unless you have an Applemac. (It will if you print screen and paste into the paint accessory but why should you have to). Even the O2 CEOffice are under this misapprehension that proper bills can be printed so let them know they are wrong at complaintreviewservice@o2.com
You will help many people who have deadline date to redeem cashback and have now lost their paper bill they used to scan and send.
As for getting a copy bill they just send you the useless bill that you can print yourself so don't be fooled.
Be wary of advice given from some of the people who post most on this forum too.
Hope this helps - thats if post is allowed to stay