I am posting my emailed complaint here as the chat isn't working and I can't find an email option in my O2. I have emailed to mycare@O2.com, but get an automated reply to use the chat or go to the contact website if I prefer to email O2, but there is no email...only a postal address. I don't expect anyone from O2 to reply, but maybe I'll get a pleasant surprise..
Dear sir or madame
I am very upset about recent O2 developments.
I chose to be with O2 over 3 years ago and added my husband and 3 kids
to O2 as well.
So far I had been a happy customer and hadn't experienced major
problems.
My middle son lost his phone and we purchased a new one on PAYGGG. When
I tried to add him to my bolt on, it would automatically kick out my
oldest son (number unchanged for years!) for no apparent reason, telling
me he wasn't eligible to be on the family bolt on.
I then tried to phone customer services (AFTER the problems on FRiday,
which according to the website had been resolved).
I failed miserably to get through to anyone for several hours, tried to
'ask Lucy' and of course tried your chat option at 802802 to '(why not)
avoid the queue'-unsuccessful of course.
I then went on the hunt for an email, unsuccessful again.
Seeing that I rely on my children to be able to phone me/my husband, it
was a matter of urgency.
So I spent several hours trying to get in contact. On 1 occasion I
managed to get through and was told by a rather unfriendly lady that the
problem was to do with the Friday outage...That was Sunday. I didn't
believe that and she then offered me to be put through to 'somebody who
could help me'. From the tone of the ladies voice I knew before being
connected that no one would answer this line. And I was correct. I hung
up after waiting 15 minutes or so.
I tried another few times, no success.
Today I managed to get through and the much nicer lady managed to sort
the problem. I am certain this could have been done on Sunday!
Anyway.
By the same time, my son had received a message telling him that £10
would be taken off for his PAYGGG. The lady today put me through to a
PAYG operator as she can't deal with that.I give her credit for actually
connecting me to somebody w/o having to go through the menu again. I was
surprised to learn that you can't phone anyone else except O2 numbers?!
NO ONE ever mentioned that this is only for O2 to O2 minutes when I
bought the phone. Reading through the small print today, there is
nothing to suggest that the 75 minutes can only be spent on 02 calls.
Believing in your advertisement that this is a good deal, I had also
'upgraded' my oldest sons phone as there were problems with the battery.
I asked the lady in the shop to change his phone to PAYGGG believing
this is a good deal. My son then advised me that he in fact had a much
better deal with unlimited internet and texts-and he could phone our
landline with his money-not O2 to O2 only. My mistake for changing w/o
asking him first. He doesn't mind, but I do. I wish I would have been
told in the store-it's a really bad deal compared to what he has...
Anyway, I am absolutely disappointed by the lack of customer service I
have experienced. I am also shocked that the minutes and texts are for
O2 to O2 only and my kids can't even phone the landline. I still wonder
if the gentleman from O2 is correct or not. If you confirm he is, I would
certainly send the copy I have printed off to OFCOM as I feel it doesn't
tell you.It just states 75 minutes , not O2 to O2 minutes. Very misleading.
Obviously that makes it pointless for the 5 of us to stay with O2 as you
can get cheaper and less restrictive deals with other companies and
don't need the family bolt on if I have to pay twice.
I am just wondering what O2's long term plan is here. I always believed
you get what you pay for, but apparently not. It's certainly not
customer service that I pay the more expensive monthly charges for.
With my best regards
A very, very disappointed O2 customer
