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[Curr946]

O2 customer disgusted after operator changes a name on account to 'IDIOT'

When Aaisha Hussain was asked what her mum’s maiden name was in the security questions, the operator told her that her answer was invalid - as it had been changed previously

A woman has spoken of her disgust after an O2 operator changed her mother’s maiden name on her account to ‘IDIOT’.

Aaisha Hussain, from Oldham, was having an online chat with an advisor at the end of last month as she wanted to ask about upgrading her contract and handing her phone in to O2 recycle.

The agent was unable to deal with her query, and an online error message came up saying she had been disconnected.

Another message popped up asking if she wanted to fill out a feedback form, in which she voiced her disapproval of the customer service.

She then received an email saying she had been topped up with an 8gb data bolt-on and an 12gb bolt-on, which she had not ordered.

The concerned 23-year-old, who works in insurance, then decided to set up a new chat, as she wanted to ask who had added the bolt-ons.

To add insult to injury, when she was asked what her mum’s maiden name was in the security questions, the operator told her that her answer was invalid.

Disturbed by someone tampering with her account, she rang O2 the next morning. To her horror, she was told her mother’s maiden name had been changed on her account to ‘Idiot’.

She said: “I started crying. This is my mum’s maiden name, it’s a personal issue.

“I’m a very family-orientated person. It’s so childish of them to do this, it’s embarrassing. I’m utterly disgusted with what has happened and how I’ve been treated. I want people to know what they have done. It’s bad enough to add something to my account that I didn’t order and charge me for it, but changing my mother’s name is highly insulting.”

When Aaisha complained to O2, she was originally offered £20 in compensation.

She has since been offered £75 and the possibility of upgrading her handset early.

Aaisha has contacted an ombudsman to investigate.

An 02 spokesman, who confirmed the information on her account had been changed, said: “We’ve spoken to Ms Hussain and apologised for the experience she’s had when contacting us recently.

“The incident is being fully investigated. We pride ourselves on the service we deliver to our customers and we fell short on this occasion.

"We’ve offered a gesture of goodwill and an early upgrade for any inconvenience and upset this may have caused.”

The spokesman also said they will be ‘speaking to the advisor concerned’.

Source: http://www.manchestereveningnews.co.uk/news/greater-manchester-news/02-customer-disgusted-after-oper...

[jonsie]

I remember reading this at the time and I was absolutely appalled. Have we had a thread on this as it seems to fresh in my mind. Or maybe I read it here http://metro.co.uk/2017/01/10/o2-worker-changed-name-on-customers-account-to-idiot-6372654/?

[MI5]

It was posted elsewhere at the time.

[gindygoo]

It's terrible, I know, but at the same time I did chuckle 😱

#inappropriategiggles

[jonsie]

Nothing like upsetting an adviser who could care less about their job. It would be so obvious who changed the information.....:smileywink:

[MI5]

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@jonsie wrote:

It would be so obvious who changed the information.....:smileywink:

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Assuming they logged in on their own employee ID and not someone else's 

[jonsie]

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@MI5 wrote:

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@jonsie wrote:

It would be so obvious who changed the information.....:smileywink:

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Assuming they logged in on their own employee ID and not someone else's 

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I can assure you that can't be done. An adviser leaves their footprint on any account and it's actually impossible to log-in as someone else.

[Curr946]

Well, provided said employees sunny share their sign on details. Which would be just as serious

[MI5]

I've no idea how O2's systems work but unless it's bio-metrics, it's possible on just about any other system that requires a log in routine.

[Cleoriff]

I knew I had read this before. Nice to know what people 'could' be called. I am sure I have had a few derogatory names added to various accounts of mine if I have had to complain.