Refresh? RE-THINK!!!

[Anonymous]

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......."

[Anonymous]

for the first time its not me going OT  

[Cleoriff]

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@Anonymous wrote:

for the first time its not me going OT  

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I know @Anonymous ...but on a slow night on a Sunday sometimes it happens..and why not?

A bit of banter does no harm ....

Having said that... Back on Topic ...please

[Anonymous]

what was the topic?? x

[anticpated]

When changing banks or the mandate time, you're best to cancel it through your bank initially. Then contact the company to announce the change, afterall it's you are in control of when the money is paid not the company themselves as such.

The breakdown of communication between companies is biggest flaw with direct debit and when information is not properly relayed this sort of thing happens. I cancelled a couple of direct debits on my online banking then contacted the relevant people. That way, no demand can be made for the money until a new mandate is started again.

[Anonymous]

i see why this went OT lol 

[anticpated]

I caught this late on and whilst my words of "wisdom" may be of little use, at least I've said it now. 

[anticpated]

When a cat thinks more dog, you know the little blighter has some personality issues.

[Anonymous]

Thanks for looking into and discussing guys. I could start private messaging Toby, Marina..... but if im honest after getting misslead by two chat advisors, resulting in a embarrassing decline for a new phone (yes the whole ordeal was openly discussed next to another desk with customers at it) my trust/confidence in any messaging/chat isnt there right now (except here ofcourse, because im not being promised anything!!)
Thanks again for your replies though.

[Anonymous]

It's entirely up to you of course but I'm sure they would try to assist you.

They are good guys and gals !

[Anonymous]

Thanks Radiant, but thats what makes it even all more frustrating-l did the direct debit change by the book (as you have detailed) it really does make your eyes bleed.......!!