New o2 Policy

[madasaf1sh]

After having to log a complaint to the Exec CS team, following an awful couple of months with things going wrong not by Customer Services (PlatCS have been exemplary except for one person who is to blame for the whole mess), trust me we have the lot. 

Any way we had a problem where we paid off a handset and was told either upgrade or get a new line, as i wasnt in too much of a hurry I said id wait for the Note 10 5G to come out, and though nowt else about it, until it came to actually try and buy the handset. 

Well it turned out we cant actually do as we planned as an o2 customer services agent failed to reset the DD up, which in turn meant we had to pay 2 days late, and the new policy is any late payments means you cant upgrade or get a new line without 3mths clear billing.

This is new, so new that the Exec CS team had no idea until my complaint. 

I will add the Plat CS team and the Exec Team are absolutley superb and couldnt do enough for me and very apologetic, although there hands are tied by o2's systems.. 

The credit referrals team are im afraid the polar opposite, and have my feelings know to the exec cs team.

[Cleoriff]

That's a new one @madasaf1sh Never heard of that before?

@Marjo @Martin-O2  are you aware of this " new policy is any late payments means you cant upgrade or get a new line without 3mths clear billing."

[Martin-O2]

Hey @Cleoriff, @madasaf1sh I'm not aware of this one but I'll contact the team and see what I can find out.  It might be early next week when I hear back. 

[Cleoriff]

Thanks @Martin-O2 

[jonsie]

It must just be me, I always presumed this was how the system worked.....?

[MI5]

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@jonsie wrote:

It must just be me, I always presumed this was how the system worked.....?

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Not just you @jonsie 

I'm sure I've heard that before too 

[madasaf1sh]

From what I am lead to believe it used to be 21days late with leeway for o2 system issues / dd processing issues (not funds related).

[Martin-O2]

Hey @madasaf1sh I'm waiting for a reply on this one so I'll drop you a mention once I hear back from the team.