Worst customer service ....ever!

[Anonymous]

I have today spent another 45 minutes trying to get through to someone in the Pay & Go team - this is the 3rd time I've had to make a call within the last 10 days to sort out monumental failures on O2's part in relation to (a) an illegal payment taken from my bank account and (b) their failure to send through an iTunes voucher code purchased using the credit balance on my phone (which interestingly they have taken the money for!).  

If only someone in O2 had a genuine interest in retaining customers and a smart understanding of the negative impact this type of experience can have.  I'm off to Twitter, Facebook and LinkedIn to tell all of my contacts about how I now feel.

[jonsie]

As this is a customer forum you may wish to make a complaint direct to O2

How to complain

[MI5]

Terrible isn't it 😞

[Anonymous]

I've raised this with them over the phone a number of times - anyone got any tips in terms of how I can actually get this whole thing resolved?

[MI5]

An official complaint is your first job but you can also Google for the email address of the CEO if the complaint doesn't get you anywhere.

[PhoneDoc]

Edit: as @MI5 says

[Anonymous]

Hi there. I have tried to get an answer to my question and was cut off twice. Can any accountants out there tell me why I pay VAT on my credit agreement for my handset portion of the bill when credit agreements do not attract VAT ? ANSWER ON A POSTCARD PLEASE.

[MI5]

You pay vat on the handset cost but it is spread across the 24 payments so the vat is just a proportion of the total not an individual vat payment.

[Anonymous]

In that case the vat amount would be the same each month. The bill clearly shows vat taken on the total amount including airtime payments. The bigger the bill the more the vat. Check it out.

[Anonymous]

Yes, that's exactly what I am saying, you say you pay vat on the handset but the handset is payable on a credit agreement which does not attract VAT. Vat has been added to the price of the handset you have bought on finance.