O2 Upgrade phone call - Outbound Team

[Anonymous]

On Thursday evening (3rd November) I received a call from the O2 Outbound Team from phone number +44 344 826 0202. This was regarding an offer of an early upgrade where O2 would "buy back" my outstanding phone and offer an upgrade. When I received the upgrade link, it still said I needed to pay my outstanding balance of the phone I already have, which is not what I was offered. I called Customer Services on Friday and they said the Outbound Team would call me back on Friday at 1pm. No Call. I then phoned back Saturday and the same response, the Outbound Team would phone me back Saturday at 10:30. Again no one phoned me back. I checked the link on the upgrade they had sent me and this link was now dead, I had until Sunday to accept the offer (which I wasn't going to do as it was incorrect), however, the point is it was taken off early.....

So I have been left with no way of contacting the people who offered me the deal as I cannot find a number, email etc to do this on. Customer Services cannot help as the Outbound Team need to speak with me and they will not phone me! So this was my last resort.

If they should not have made me this offer, I would have appreciated someone phoning me to say they made a mistake and apologise, then I would wait until March when my upgrade should take place. But that hasn't happened. I would have thought that was the decent thing to do.

After over 10 years of being a loyal customer to O2, I am disappointed in the way this has been handled.

[MI5]

When do they ever call back 

[Toby]

Hi @Anonymous,

Sorry to hear about this and I shall discuss it with the rest of the team and if anything can be done. Feel free to send me a PM if there are any other aspects you'd like to let me know about before I talk to them. Oh, and welcome to the community!

[Cleoriff]

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@MI5 wrote:

When do they ever call back 

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Yeah...didn't actually want to say that. The op is annoyed enough.....:smileysad:

[Anonymous]

Thanks @Toby I can see this is a really good forum to discuss items. 

As I mentioned I was nott looking to upgrade and if it was a mistake thats OK it the lack of communication and not returning my calls which is the issue.

Hope to use this community more in the future.

John

[MI5]

Hope you will John.
It's always good to get new members

[Toby]

Hi @Anonymous (John). I shall make sure to share this so that we can improve. I hope you do stick around on here to discuss anything else, or to get involved in other threads. Members like @MI5 and @Cleoriff help to make this community a great place to spend your time :).

[Cleoriff]

 @Anonymous. (John)

Dunno why I thought you were female? Note to self...stop making assumptions....

Welcome anyway...

[Anonymous]

Thanks @Toby I am sure to browse through the forum and it is good to make contact with other people here.

Thanks for mentioning it to the team, would like to understand what the issue was.

Thanks for the welcome @Cleoriff@MI5