Priority List - Anyone else experiancing problems?

[Anonymous]

Hi,

I've been under the impression that my status should be GOLD. I've been with O2 since Febraury 2009, so my 18 month contract is almost nearing the end but I have been trying to get an early upgrade to the phone I want but i'm supposedly on Silver!

I have been made more irrate by calling customer services who have confirmed that looking at my account my monthly spend is well over the minimum £50 threshold for GOLD but according to O2 customer care via email in whatever part of the world they are based they have advised that my adverage monthly spend is £46.87, now not being funny but my bill is usually around £77.34 and has been since the begining of my contract.

So does anyone have any ideas what I do next? Or should I once again leave O2 thanks to their crap customer service from somewhere else around the world?

Thanks in advance

[Anonymous]

If your bill in the last 12 months ever dips below the gold level you loose that level I believe, there may be someone along with the exact info but it is not done on an average.

[Anonymous]

If your bill in the last 12 months ever dips below the gold level you loose that level I believe, there may be someone along with the exact info but it is not done on an average.

"12 months after you joined O2, we'll have a review. That means we look at the average lowest spend of your last four bills again, and see if you still fit in your level. We'll do that on every 12-month anniversary of your contract starting.
If the amount you've spent has changed, you'll go up or down a level according to where you fit now. But you'll still be on O2 Priority List."



Needless to say, they didn't write to me on my 12 month anniversary. I just get a large middle finger everytime I log onto My O2.

[Anonymous]

Not that it makes much difference but I am still Silver and only pay £30 pm. Sure they will reclassify me some time.

[Anonymous]

So here is the reply from O2 once again this morning:

Good Morning XXXXXXX
Thanks for getting in touch about your bill amount average.
I do understand your concern, as you feel that you should be on a higher Priority level as your last six months bill amount average is more than £50.00.
XXXXXX, I've personally checked your account and I can see that your account is still showing that you're a Silver customer. I've again checked your last six months usage and I found that your average usage is significantly more than £50.00. This means you should be on Gold Priority list.
I'd like to tell you that we provide performance reviews every six months after your first O2 Priority List Level review date (found in your first welcome letter or email). This will either be by post, text or email. I'm sorry you haven't received any confirmation from our end regarding updating your Priority level.
Please accept my sincere apology in this matter. This isn't a level of service we strive to provide our valued customers.
Angela, while checking your bill details, I found that it's showing the Gold Priority list customer service number (0800 032 1402). Therefore, I'd request you to contact us on Gold Priority customer service number, which is 0800 032 1402. We're available:
- Monday to Friday 8am to 9pm
- Saturday 8am to 8pm
- Sunday 8am to 6pm.
Calls are free of charge from O2 Pay Monthly phones. They'll help you to update you account to higher priority list.
To view more information about our Priority list, simply visit the link below:
http://www.o2blueroom.co.uk/o2prioritylist/
Once again I'm sorry for any inconvenience that may have been caused to you.
Kind regards

So i've called the customer services and they have told me that there is nothing that can be done.....why does that not surprise me! They've also advised me that i've more time left on my contract than I actually have which I pointed out is excatly why I think I will leave O2 because they can't even read their systems properly.

This has been the final nail for me today. I have given my notice slightly earlier because I can get the phone I want with another network without hassle

[Anonymous]

Is it me or is that letter somewhat disjointed? Is it a mish-mash of two letters.


Please tell me that this was not from the Complaint Review Service?


Oh and I have never had any communication about the priority list, ever.

[Anonymous]

Is it me or is that letter somewhat disjointed? Is it a mish-mash of two letters.

Please tell me that this was not from the Complaint Review Service?

Oh and I have never had any communication about the priority list, ever.

Yes the letter is rather pants to say the least and yes that is the reply from my complaint that I submitted yesterday. Needless to say getting that, calling customer services as advised although why they can't actually do anything and have to get the customer to call them is beyond me and then finding out that actually nothing can be done was rather frustrating.

Worst part was being told on the phone that I had been misled and then the person talking over me! Grrrrrrr!

[Anonymous]

Is it me or is that letter somewhat disjointed? Is it a mish-mash of two letters.

Please tell me that this was not from the Complaint Review Service?

Oh and I have never had any communication about the priority list, ever.

Yes the letter is rather pants to say the least and yes that is the reply from my complaint that I submitted yesterday. Needless to say getting that, calling customer services as advised although why they can't actually do anything and have to get the customer to call them is beyond me and then finding out that actually nothing can be done was rather frustrating.
Worst part was being told on the phone that I had been misled and then the person talking over me! Grrrrrrr!

Angie,

Is the author of the letter from the CRS male? If so, is his initials JM?

af

[Anonymous]

I know you've probably already checked this, but I thought I'd mention it anyway:

I was reading up on the PL a couple of days ago, and I seem to remember reading the your PL level is only reviewed once a year, so is it possible that you started out on Blue and just need to wait another month or 2 for your review to move up to Gold?

[Anonymous]

I know you've probably already checked this, but I thought I'd mention it anyway:
I was reading up on the PL a couple of days ago, and I seem to remember reading the your PL level is only reviewed once a year, so is it possible that you started out on Blue and just need to wait another month or 2 for your review to move up to Gold?

Considering my monthly spend since inception has been around £78 a month then I should be on Gold! Looking at the T&C's of Priority List if they take my first 4 bills then i'm still over £50 and if they take the last 4 then i'm still over £50.

Speaking with customer services they have advised that yes it is reviewed every 6 months which is not what the T&C's imply. End of the day they've made a balls up of this, quoting me a Gold Customer Service number but not coming up with the goodies.

At the end of the day I was only 5 days away from either being able to renew or give notice of termination but the fact is there was a phone and tariff I want to upgrade to earlier but they won't allow it.

[Anonymous]

Is it me or is that letter somewhat disjointed? Is it a mish-mash of two letters.

Please tell me that this was not from the Complaint Review Service?

Oh and I have never had any communication about the priority list, ever.

Yes the letter is rather pants to say the least and yes that is the reply from my complaint that I submitted yesterday. Needless to say getting that, calling customer services as advised although why they can't actually do anything and have to get the customer to call them is beyond me and then finding out that actually nothing can be done was rather frustrating.
Worst part was being told on the phone that I had been misled and then the person talking over me! Grrrrrrr!

Angie,
Is the author of the letter from the CRS male? If so, is his initials JM?
af

It was a male that has replied but thats not his initals