O2 Service

[Anonymous]

O2 are the second worst mobile phone provider on the planet.

After three visits to the local high street shop,on each occassion to ask one question,when does my contract expire.I was asked initially for ID,passport or drivers licence.I explained my drivers licence is the old type with no photo.It would have to be my passport,according to the shop assistant most people carry their passports with them at all times!

On the second visit with my passport,I was asked to answer some security questions,the first one being what is my mothers maiden name.On answering I was told the answer was wrong.She was only my mother for fifty six years,its possible I got it wrong! They were prepared to let me answer a second security question.How much is my monthly phone bill? I pay by standing order therefore I explained I couldn't be 100% sure but around £25 .I was told this was wrong,£30 I said,no that was wrong.I was rtold it had to be within £5 of the latest bill.

I was then asked do you have your bank details,I said I have my debit card details,no we need the sort code and account no.By this point I had asked for the manager,unfortunately he was out of his depth and could not manage the situation.With steam pouring out my ears I told him I would walk to the nearest bank and bring back my bank details.Whilst at the bank I asked the teller for details of my latest payment to o2,£27:50 I was told.On returning to the shop I again asked for the manager and told him that the payment details I had provided him with were correct and that my mothers maiden name is what I said it was and that there was a problem with their system,he refused to take my bak details and asked me to leave the shop.I refused to leave until they answered my one question.They called security to have me escorted off the premises.

Today I phoned o2 to confirm I was leaving and  that my contract was due to expire this month and that I will be stopping the standing order payment.I was told that they could not answer any specific question as their phone lines were down.I was told that If I cancelled the standing order there would be a balance due for the calls and collection proceedings would be started.I pointed out that this was a very aggressive attitude and surely I would be given an opportunity to pay the final balance.The operator hung up on me.

[Anonymous]

wow.....who is the worst network?

[Anonymous]

Three!!!!!!!!!!!!!

[jonsie]

All the information you require should be available in My O2. Not a good experience but are you sure you didn't add to the aggressive behaviour you experienced instore? It does sound as though you were being a little belligerent yourself?

[MI5]

Your contract expiry date is in your My O2 http://www.o2.co.uk/myo2
and help here regarding cancellation of account.... http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/high...

[Bambino]

You could have saved yourself a lot of legwork if you'd logged on to your MyO2 page.

If you want to leave and keep your number, just ask for your PAC. When you give it to your new network it begins the process of ending your account. Under no circumstances should you cancel your Direct Debit or standing order before your final bill is raised and your balance is zero. If you cancel beforehand, and O2 can't collect what you owe, you will have a marker put on your credit rating. Not a good move.

[Anonymous]

If you wish to complain about your experience then here is the official complaint link.

http://www.o2.co.uk/how-to-complain/complain

I hope you get sorted quickly one way or another.

[Anonymous]

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@Anonymous wrote:

Three!!!!!!!!!!!!!

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Hmmmm.....i reckon its a close call!!

[gemz4the1]

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@Anonymous wrote:

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@Anonymous wrote:

Three!!!!!!!!!!!!!

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Hmmmm.....i reckon its a close call!!

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There's good and bad with every network.

[Anonymous]

Being treated like that I would not go through complaints, go to the top, email Mr Dunne's office directly or call, the details are freely available on the internet, being treated like that in a store, someone in charge needs to look at how customers are treated, the last store that did something like that to me regretted it when I got someone to stand outside with a giant sign explaining what had happened, funny but they suddenly wanted to speak to me and sort out the problem and being it was public ground they could not even move them on lol.

Asking for photo ID, that is stupid and not needed at all, we have a business account and I can go in and purchase a new phone with nothing more than a bank statement and a typed purchase order and take the phone there and then, i have done this several times so why you need photo ID just to get your renewal date I have no idea. Possibly just an untrained staff member and once it had gotten out of hand because of their mistakes they had to stick to their stupid excuses rather than a good manager who would have just sorted it out and apologised.

As for it being partly your fault, you seemed to have gone in to just get something that should have been simple, I would have gotten annoyed and demanded something was done about it, go back and find the name of the area manager and ask for a meeting with him at the shop and explain what happened.

O2 are really losing the plot on customer service, I would have thought with the surge of what were the small networks (orange, EE, Three) they would be trying to hang on to customers and create a loyal customer base not treating people like this which is becoming all to common at O2.

Take it to the top and watch if roll down hill, thats how I always do apparently i have to edit this response as i dared to incude the contact details O2's own CEO (I know what a joke!), so just google CEO Contacts and you will find the site with them all on, very useful, also its not hard to work out his email address, they all follow the same format at O2.

Good luck with the new network, will proberbly be joining you there !