I've been an O2 customer for many years, maybe even a couple decades. recently customer service has gone down the pan
. This is the nonsense I've had over the past few months.
Rogue bolt on.
- I'm a small biz customer ,.so I.cant add my own bolt ons and have to phone up. asked.for the £6 bolt on on their website, 500 International minutes. at the same time, the spend cap I agreed when taking out my account was taken off without my knowledge or consent so I had it added back. As O2 never put anything in writing , I asked for confirmation by text.customer service agent added the 500 International mins bolt on, but for £19 not £6. I noticed this when my bill was higher than normal, almost double. I spent an hour on hold and also made a written complaint. Someone said that the staff had given me the wrong price bolt on ,and sent me a credit note for £19 (£23 Inc vat) saying it would come off my next bill. they failed to inform me that my consumer right in situations of overcharging is to be able to take the money back into my bank or deduce from bill. anyway I thought it's fine
I was wrong. next bill came. they charged me.£8.76 for the pro rated £6 Bolt on but randomly deducted £6.71. this was never discussed with me..furthermore the £23 credit not wasn't deducted at all. another 40 mins on the phone and customer service agent 2 was unable to explain why the credit note wasn't deducted or where the £6.71 deduction came from. another update to the same complaint, no response. I told them to cancel all bolt ons and deduct via text message
I then changed my contract a.couple days later, since it had expired a year earlier. as I was overcharged over two months now I was thinking of doing a small claim. not much money but faster resolution and more effective than dealing with customer service staff. But I like O2 so I renewed my contract to.the unlimited sum only contract. again asked for confirmation in writing and requested a £5 spend cap. customer service agent 3 sent me an email with the advertised key points of the contract in a few bullet points (despite many O2 staff on the phone saying they are unable to send emails ) but it didn't mention the spend cap. I looked on my account and one hasn't been applied. I emailed a reply asking about it. no reply
So....I'm very disgusted by O2 customer service . I will be sending a letter of claim with my best compo face and will post it here so you can use it as a template. the legal route is faster and better structured than the complaints process and ombudsman . I'm going to keep this thread updated as it progresses
did you know under the consumer rights act 2015 you can request not to be charged for any changes to your contract until you get it in writing?
did you know that when these dodgy customer service do things like the above,
as O2 only do things on the phone and not in writing, you should ALWAYS make a subject access request of your calls and recordings? if they are unable to produce evidence then you can't be charged if you dispute a charge since the onus is on them to prove they were able to charge you
let's bombard the subject access team and the legal team until O2 do things in writing properly, get a proper customer service email account and actual transparency and accuracy in their telephone transactions
