Priority List - Anyone else experiancing problems? - Page 3

Anonymous · ‎14-06-2010

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 · ‎15-06-2010

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

They have basically "cuffed" the complaint! Get on the phone with the number I supplied you earlier and let them know you are not happy. Tell them what you have done since you received their reply and let them know what service you have received.

If they don't listen in, ask for their account manager. Don't roll over on this one, this is pretty ridiculous!

Anonymous · ‎15-06-2010

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

They have basically "cuffed" the complaint! Get on the phone with the number I supplied you earlier and let them know you are not happy. Tell them what you have done since you received their reply and let them know what service you have received.

If they don't listen in, ask for their account manager. Don't roll over on this one, this is pretty ridiculous!

When I'm on lunch I'll give em a call and kick up a stink again! I have kept a copy of all corry that has been sent to them along with the back up's so lets see what they can do.................. I will be back

Anonymous · ‎15-06-2010

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

They have basically "cuffed" the complaint! Get on the phone with the number I supplied you earlier and let them know you are not happy. Tell them what you have done since you received their reply and let them know what service you have received.

If they don't listen in, ask for their account manager. Don't roll over on this one, this is pretty ridiculous!

When I'm on lunch I'll give em a call and kick up a stink again! I have kept a copy of all corry that has been sent to them along with the back up's so lets see what they can do.................. I will be back

Too right!

Anonymous · ‎22-06-2010

So I return to work this morning to find this email from someone else at O2's complaint review service which seems to confirm once again that they have made an error:

Dear Miss XXXXXXX

Thank you for your recent email.

I’m sorry to hear you’ve received conflicting information in regards to your current Priority status. I can appreciate how frustrating this may be for you.

I’ve conducted an investigation and this account was created on 10 February 2009 on an 18 month contract. This is due to expire on 10 August 2010.

Our current loyalty reward programme, Priority Listing, is based off several different criteria however the monthly spend can impact the Priority banding you’re placed on to.

I’ve personally calculated your average bills for the term of the agreement and for the past 12 months. It exceeds £50 which makes you eligible for the Gold Priority status. The main benefit is a three month early upgrade.

I’m disappointed to see you’ve taken the decision to cancel the account and I apologise for any conflicting information you’ve previously received. If you’d like to upgrade the account now, please contact me directly and I’ll be happy to discuss the different options with you. As a gesture of goodwill, for any inconvenience you may have had, I’ve applied a £45 credit onto your O2 account. This will show on your next bill.

I hope this resolves the matter to your satisfaction. If I can help you with anything else, please contact me. I’m available Monday to Friday between 8am and 6:30pm, excluding Wednesdays. Alternatively, one of my colleagues will be able to assist you.

Kind regards

I can say that this has now restored my faith in O2 and having not yet used my PAC code I am tempted to just stay with them. Satisfactory outcome but maybe too little too late if I can't get take advantage of my new found 'gold' status. Lol!