Solved: Refresh? RE-THINK!!!

Anonymous · ‎03-08-2014

2 days ago l noticed on my O2 account page l could upgrade (using refresh on the 3rd August).

I went on "chat" to double check this was ok.

I was told yes.

I went in to my store today only to be told no, because your phone was disconnected 6 months ago!!

Rather annoyed at being told yes by TWO chat agents (who incidentally checked my account) l went home to try and sort it out.

Over an hour later l got the reason.........

In February of this year l changed banks and contacted O2 to give new direct debit bank details.

A week later my phone was disconnected - why? Because they hadnt set up my new details. It happenned again the following month, so l complained.

They finally got it sorted and l was credited one month's line rental for the inconvenience (thank you O2)

Unfortunatly this "error" back in February was the reason for my stressful encounter in the store today and walking away without a new phone - any upgrade/refresh was blocked because of THEIR error in the first place!!

"Be more dog"??

"Be more focussed with your loyal customers......."

MI5 · ‎03-08-2014

I'd call 202 and forget live chat.
Get them to clear your account so you can go back and upgrade in store.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎03-08-2014

Oh dear !

What a nightmare situation.

Possibly one of our O2 staff here can help if you private message them.

@Toby

@Anonymous

MI5 · ‎03-08-2014

I'd call 202 and forget live chat.
Get them to clear your account so you can go back and upgrade in store.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎03-08-2014

@Anonymous

Did they not try Customer Services in-store when difficulties began ?

Anonymous · ‎03-08-2014

Oh yes, the sales assistant and the branch manager phoned. They were both told they there was a block but couldnt establish why!!!

Anonymous · ‎03-08-2014

So after it was highlighted what the block was and why would customer service on the phone not rectify it ?

MI5 · ‎03-08-2014

O2 are a nightmare with unpaid or late bills even if the fault is theirs....
Most worrying that they can't resolve the simplest of issues these days 😞

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎03-08-2014

I'd go with Private Messaging Toby or MarinaP to see if they can assist.

MI5 · ‎03-08-2014

It may be of help but it shouldn't be necessary.
It's a simple enough thing for CS to rectify - We can't expect Toby to do their job all the time too 😞

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎03-08-2014

I agree but if Customer Service on the phone , store staff and manager are not helping, maybe O2 Site Management here can pull a few strings.

Can't harm