o2 to close uk call centres

[Anonymous]

Another reason to go see here:

http://www.telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/telecoms/10087909/Capita-...

Not for a year or so so will not be reewing mobile that rans out in August

[jonsie]

Had a good experience with the chat time yesterday after this extortionate charge appeared on my account.

date time destination country code duration cost allowance

29 May 13	15:19:07	901	THA	00:00:03	1.500
Total duration	00:00:03
Total cost	£1.50

Spoke to a very nice guy called Gordon who agreed that I couldn't possibly have listened to any messages in 3 seconds.

So great result. TuGo has saved me bundles but the inability to switch off voicemail is annoying and results in crazy charges such as the above. Whatever happened to per/sec billing?

Anyway Gordon refunded straight awayso happily I got through to good customer service agent. I think all the good ones are going to be driven away as a consequence of the recent developments.

Previous bill date	05 May 13
Next bill date	05 Jun 13
What I've used	1.50
Other charges & credits	-1.50
Recent charges to date	£0.00

[perksie]

Good result, it shows their charging systems can be wrong.

The cost is very high as you say.

[Anonymous]

Don't know if it'll work jonsie (I don't deal with tugo calls really) but CS have a form they can fill out for a back office team to manually turn your voicemailbox off?

[Charlieboyoo]

i thought the webchat must of been from india cuse they take forever to reply sometimes and some dont have a clue.They should keep the call centres in the uk.I remember having problems with barclays and their call centres must of been in india.Ended up i had to send a letter stating my rights.

[perksie]

---

@Anonymous wrote:

Don't know if it'll work jonsie (I don't deal with tugo calls really) but CS have a form they can fill out for a back office team to manually turn your voicemailbox off?

---

I wonder if that would work as installing TuGo turns voicemail on as it's a major feature of the app.

[Anonymous]

Just spoke to a TuGo person, apparently if you delete the app, turn vm off then reinstall it freezes it in the locked state.

Not sure if it works but that's what they said...

[jonsie]

Problem is that the app is working well for me so I don't really want to upset things by reinstalling.

Strangely the guy I spoke with this morning said he was unaware about call centres closing and outsourcing to Capita so I'm not sure how true that was.

[Anonymous]

True. Try it when you're back so it's sorted before November?

If the guy said he hasn't heard anything he was either a.) from south Africa and out the loop or b.) lying

[jonsie]

I'm presuming it was a UK agent as I was on the complaints chat option.

...an abbreviated extract:

O2 : Gordon: Stephen, as the call was only for 3 seconds, we all know no one can have a conversation in that time.
O2 : Gordon: So, going by this, I'll credit the amount for the call.

..............

Stephen: I hope you aren't affected by the shocking news about Capita this week Gordon
O2 : Gordon: What? What about capita?
Stephen: Closing call centres and outsoucing all future customer support.
O2 : Gordon: Ah, really?
Stephen: Head over to the customer forum, there is a lot of support for you guys
Stephen: Apparently everything will be web chat and twitter based in future
O2 : Gordon: Oh, alright. I'll speak to my friends and see what they got.
O2 : Gordon: Anymore questions for me today?
Stephen: Well, enormous thanks from me today Gordon, you are a gentleman! Nothing else thank you.
O2 : Gordon: Ah, not a problem. Thanks for your time and have a great day.
O2 : Gordon: We'd really like your feedback. Click on 'End Chat' in the top right of this screen (next to the print button) to tell us what you think. Bye.
O2 : Gordon: Take care Stephen.

Stephen: Cheers Gordon, you too my friend! Bye.

Definitely UK complaints team.

[Liquid]

Yup sounds like an Englishman. They exist on live chat?:O

Maybe the sigs need to be updated and state your views don't reflect capita views neither:(.