please read the following and comment..am I the only person who believes that these chat advisors are poorly trained in all aspects of customer service???
Welcome to O2. Someone will be with you soon.
You're through to 'O2 : Panky'
Panky: Hello Emma.
Panky: How are you ?
emma: Hi, im fine thank you..how are you?
Panky: I'm also good, Thanks for asking.
emma: could you tell me if I took out insurance when I took out this contact please
Panky: Let me check.
Panky: May I know your mobile number and full name ?
Panky: Thank you Emma.
Panky: Please can you tell me the 1st & 3rd character of your security answer?
emma:
Panky: I'm sorry, Emma, Its not matching.
Panky: Could you please recheck.
Panky: Is the account holder around you ?
Panky: I'm sorry, The above all are incorrect 😞
emma: are you sure? we really only use 3 passwords
Panky: Yes, I've double check this for you.
Panky: I'm sorry, Its not matching.
Panky: Do you have username and password for online account ?
emma: yes and im logged in
Panky: Great.
Panky: Pleas click on My details.
Panky: There you will see My security details.
emma: right
Panky: Then, Click on view my security details.
emma: i haven't got that option..down the right hand side i have security details and then highlighted in blue says change username, change password and change security question
Panky: Okay, Then click on and change security question.
emma: oh its ok ive found the bit you were talking about
Panky: That's really great .
Panky: Please help me with the answer.
emma: sorry...what answer?
Panky: Please help me with the 1st and 3rd character of the security answer.
emma: theres no answer on there
Panky: I'm sorry, May I know the username you are using ?
Panky: Thank you.
emma: that's the page i already have
Panky: Okay, You are not getting any security details option there ?
emma: only to change the username, password, security question and answer and change security pin
Panky: Okay, Do one thing, Click on change security pin.
Panky: And change it.
emma: i don't remember my pin
Panky: I'm really sorry, Emma, In that case, I'd request you to please ask account holder to contact with us, And we will sort this out for you.
emma: he wont know any of those details either as i said i set up the account can i not give dob and address and how much my last bill was etc for security
Panky: I can understand, But at least we can give the hint to him.
emma: this is ridiculous..is your customer service even open now?
O2 : Panky is having technical problems and can't chat. Hold on while we put you through to someone else.
You're through to 'O2 : Abhi'
Abhi: Hi I'm O2 : Abhi. How can I help?
emma: can you see any of the previous conversation with your colleague?
Abhi: Sure
emma: please read it and then see if you can help me
Abhi: I can see that you want to know when you took out the insurance
emma: if i took out insurance and if not how much it would be
Abhi: Please can you tell me the 1st & 3rd character of your security answer?
emma:
Abhi: I can see that your name is not matching with the account holder name
emma: its in my husbands name
Abhi: Yes.please help me with the correct anssweer
emma:
Abhi: As you're unable to answer the security questions. You'll just need to visit your nearest O2 Store and take photo ID with you, they'll be able to help.
emma: my nearest store is over an hours drive away
Abhi: Okay.
Abhi: Please ask your husband to contact us then
emma: right u lot are useless did you even bother to read the notes above,,i asked if your customer service was open so my husband could ring seeing as all the answers we give you is wrong
Abhi: I can understand but if you give me the answer then I will give you all the details.
Abhi: Please help me with the correct answer or ask him to contact us.
Abhi: Is there anything else I can help you with?
emma: we only use certain passwords between us so its either
emma: right so il ask the question for the 3rd time now is your customer service open?
Abhi: All three are incorrect
Abhi: I will help you with the timmking and number
Abhi: Please call us on 08448 090 202 or dial 202 free from your O2 Pay Monthly mobile. They'll help you with your concerns. They're available: Monday to Friday between 8am and 9pm, Saturday between 8am and 8pm, Sunday between 8am and 6pm.
Abhi:
Abhi: Is there anything else I can help you with?
emma: you haven't helped with anything except frustrating me and wasting my time if you had actually read the notes above when you joined this chat like I asked this conversation would have ended a lot sooner
Abhi: I am sorry to know this
Abhi: I can give you account detail without security answer
O2 has ended this chat session.
***really????
