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Level 1: Joiner
Posts: 1
Registered: β€Ž15-03-2019

Ursula - Fraudulent Charges

Just want to say a big thank you to Ursula, who has just helped me deal with unauthaurised charges on my account! I called o2 feeling very stressed out and left the phone call a very happy customer 😊 She was extremely understanding, explained the situation clearly and the steps I needed to take, while resolving the issue with my account and adding the correct block to my account so that this doesn’t happen again. After previously having a frustrating experience with my internet providers customer service team, I was not looking forward to this phone call - But Ursula was so helpful (and friendly!) exactly what customer service needs!! Again a big thank you to her, and I hope this feedback can be passed on to the relevant people 😊
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Level 67: Unsung hero
Posts: 15,390
Registered: β€Ž31-03-2010

Re: Ursula - Fraudulent Charges

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Community Manager
Posts: 7,032
Registered: β€Ž18-02-2016

Re: Ursula - Fraudulent Charges

Thanks for the mention @kirstyr1313  and thanks for your feedback @kirstyr1313 ! smiling It's great to hear that Ursula was able to sort your issue and help you feel at ease during the call. 

 

I'll pass on your kind words. cool

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Posts: 9,726
Topics: 211
Registered: β€Ž13-02-2019

Re: Ursula - Fraudulent Charges

@kirstyr1313Thank you for sharing your experience of customer services with us. As customers ourselves,

its nice to hear when a problem is resolved.

I hope that as a new member of this Community [forum], that you will have a look around and join in on any of the topics which interest you slight smile

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Some people see things as they are and ask "Why?"; I dream of things that never were and ask "Why not?"...
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Level 29: Intuitive
Posts: 4,767
Registered: β€Ž03-08-2018

Re: Ursula - Fraudulent Charges

Hi @kirstyr1313 

Thank you very much for mentioning your good experience with o2 C.S. it is refreshing and although it is mostly stress stories and pleas for help here it is great to know that o2 have some really nice CS staff

Everyone likes to help and give best advice here on the Community forum too.

Glad it all worked out for you.yahoo

 



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Level 15: Gaining a Reputation
Posts: 162
Registered: β€Ž30-03-2018

Re: Ursula - Fraudulent Charges


@kirstyr1313 wrote:
Just want to say a big thank you to Ursula, who has just helped me deal with unauthaurised charges on my account! I called o2 feeling very stressed out and left the phone call a very happy customer 😊 She was extremely understanding, explained the situation clearly and the steps I needed to take, while resolving the issue with my account and adding the correct block to my account so that this doesn’t happen again. After previously having a frustrating experience with my internet providers customer service team, I was not looking forward to this phone call - But Ursula was so helpful (and friendly!) exactly what customer service needs!! Again a big thank you to her, and I hope this feedback can be passed on to the relevant people 😊

Well done O2! About time you stopped passing the buck and started taking responsibility for dealing with unauthorised charges. Does this indicate a change of policy, or was @kirstyr1313 lucky to find an understanding customer services agent in Ursula?

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Posts: 88,163
Topics: 738
Registered: β€Ž14-01-2013

Re: Ursula - Fraudulent Charges

@kirstyr1313 

Thanks for posting your experience here. Certainly makes me feel better that we have at least one advisor who will go the extra mile.

A change from those who say it's nothing to do with O2.

Hopefully things will change. A big thumbs up to Ursula for dealing with this issue on your behalf. wink

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Posts: 102,171
Topics: 550
Registered: β€Ž04-04-2012

Re: Ursula - Fraudulent Charges

Good to hear that at least someone at O2 has some sense.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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