I have three numbers with o2, basically, three contracts if you like. The main issue is I used to get an ok signal where I live (a village with over 5000 residents) 2 miles from a large city in a flat area. Now, I don't get a signal at all, maybe a bar, for a few hours a day. the Vodafone signal here is max, as is EE...
I had an issue with payment of a bill because I wasn't able to call the automated service so I did it online, it got to the verified by Visa stage and let me continue and the page basically timed out. As I used to get payment confirmation emails from o2, but they stopped bothering (so I can't work out if the payment worked or not till it appears on my statement) I presumed the payment had gone through.
I was paying the bill late, as I cancelled the direct debit as it was taking three payment throughout the month, instead of amalgamating like any other 21st century phone operator does. I received a letter saying I was being disconnected, obviously the payment had not gone through, so I went online again and paid it. I then rang up o2 to check and a quite reasonable Scottish guy (at first, later, couldn't care less) told me it was disconnected now and I had to pay £15 to reconnect. I mentioned my belief I had paid, but he did not care and told me I had to pay the £15 to get anywhere.
Walked in the cold to stand on literally a muddy hillock (only place to get a signal) in a field to speak to someone in CS again today and the first person also couldn't care less, wasn't interested i'd been on hold for 38 minutes and was outside) even though I mentioned I would not be reneweing two contracts and would be returning a recent one, under distance selling. I asked to be put through to someone in payment to explain my plight and question why they not waiver the £15 and spoke to the most aggressive little jobsworth ever, since I was with Orange years ago. I thought at one point I was talking to my dad, and I was 6.
Do o2 not care about customer retentions or so they just like employing people who talk to customers like scum ? This message will be all over Moneysaving expert and the like, so if the mods here want to delete it, go for it.
Does anyone from o2 read this ?
