Next time you consider live chat - Think very carefully first.....

[MI5]

I've been meaning to close my Daughters old O2 account for a while now as it's very little used since she uses giffgaff now, but I was prompted to do so today after she turned on data for the first time this month (usually on WiFi) and immediately received a text saying all data was gone !!
So, for a laugh, I go to live chat - If you have an hour spare, have a read through - Incidentally, I did get the PAC eventually, after they sent me "Claire's" first then emailed me again saying "sorry, please ignore previous email" !!!!
Also, notice the areas I've highlighted which are chat notes sent internally that the customer won'y usually see

[4:45:21 PM]: O2 Hello, it's ******* here. What can I do for you?
[4:45:53 PM] Richard: Hi, I just turned my data on for the first
time this month and immediately you text me to say it was all used?
[4:46:16 PM] O2 : Don't worry, I'll help you with this.
[4:46:21 PM] O2 : Can I've your full name and mobile number?
[4:46:41 PM] Richard: Richard ******* 07**********
[4:47:15 PM] O2 : Thanks for confirming that. Before I go ahead, I'll
need few security details from you. Is that okay with you
[4:47:37 PM] Richard: Sure that's OK
[4:48:00 PM] O2 : Please can you tell me the 1st & 4th characters of
your security answer?
[4:48:11 PM] Richard: * & *
[4:48:26 PM] O2 : Perfect
[4:48:47 PM] O2 : Thank you.
[4:49:50 PM] Richard: No problem - So where has my data
gone....?
[4:50:19 PM] O2 : Please do not worry I'm checking this for you.
[4:50:21 PM] O2 : As I see that your bill date is the 28/12/2014.
[4:51:07 PM] Richard: correct - yesterday and data was off until
one hour ago today, them immediately I get a text to say it's gone
[4:51:26 PM] O2 : Thanks for the information. Please give me a few
minutes while I check this for you.
[4:51:54 PM] Richard: Sorry, I should say new month started
yesterday so I should have full 500 mb
[4:53:50 PM] O2 : As you have turned your data on for the first time
your phone apps have got updated and that's the reason your data is
consumed.
[4:54:27 PM] Richard: Not they haven't - That's rubbish as I was
on wifi all day until I went out
[4:54:42 PM] O2 : You can add extra data on your account or can used
our unlimited Uk wifi to access Internet on your phone.
[4:55:12 PM] Richard: Please give me my PAC as I am leaving this
network
[4:55:33 PM] O2 : No problem.
[4:55:38 PM] O2 : I will help you3.
[4:56:10 PM] O2 : We have a cancellation team who will help you with
your PAC code.
[4:56:27 PM] O2 : I will get this chat connected for you.
[4:56:30 PM] O2 : Shall I?
[4:56:52 PM] Richard: yes please - o2 have stolen my data!!
[4:57:23 PM] O2 : The wait tiem is 4-5 minutes please stay connected .
[4:57:39 PM] ******- *****'s real name is "*****"
[4:58:16 PM] O2 : Hello, it's ******* here. I hope you're well. What
can I do for you?
[4:58:24 PM] Richard: I need my PAC please
[4:58:45 PM] O2 : Hi Richard
[4:58:54 PM] Richard: Hi
[4:59:53 PM]: Oh. May I know the reason you want to cancel ?
[4:59:55 PM] Richard: Hello......????
[5:00:37 PM] O2 : May I know the reason you want to cancel ?
[5:01:01 PM] Richard: See above - O2 have stolen all my data
this month after turning on 3g for 1 minute and your advisor is not
interested in helping - Say's it's my fault so I'm going to a different
network that doesn't steal from you....
[5:02:18 PM] O2 : I'm sorry that the advisor is not ready to explain
you how it was used.
[5:02:47 PM] O2 : Do you want to know how your data is used so
quickly?
[5:03:13 PM] Richard: Not your problem.... It was a rubbish and
incorrect reason - Please tell me as I'd love to know?
[5:03:48 PM] O2 : Sure Richard
[5:04:23 PM] Richard: 500mb in one minute is some download speed

[5:05:06 PM] O2 : Okay
[5:05:25 PM] O2 : I'll transfer the chat to our Pay Monthly team
who'll explain you this. Thanks.
[5:05:34 PM]: Auth by PL Ravi. Explain the Cx how his data
getting consumed so quick and also give the option of tariff change as
he is getting 30% discount. O2's answer to stolen data - fob you off and sell you more data that will still get stolen
[5:05:58 PM] O2 : Hello Richard.
[5:06:04 PM] Richard: hi
[5:07:44 PM] O2 : Please allow me a minute while I check your
usage.
[5:08:52 PM] O2 : Thanks for waiting.
[5:09:20 PM] O2 : I checked on your account and see 500 MB was
used on 28 Nov 14 at 08:14:35.
[5:09:49 PM] O2 : If you wish to know the breakdown of your
usage,
[5:10:13 PM] O2 : I will forward your issue to our
investigation team and they will get back to you within 5 working days.
[5:11:14 PM] Richard: I was on my way to school at 8.15
yesterday morning and my phone was turned off so it will be interesting
to see what excuse they come up with.....?
[5:12:16 PM] O2 : Richard, we do not have the breakdown of
your usage. We can only see the date and time and usage.
[5:12:19 PM] O2 : But please do not worry.
[5:12:50 PM] O2 : I'll forward your issue to our investigation
team. They will look into this and get back to you within 5 working days
after investigation.
[5:13:16 PM] Richard: It can't have been used as both phone and
3g was turned off. This is just rubbish excuses !!!!
[5:13:29 PM] O2 : Can I get your preferred email address ?
[5:13:45 PM] Richard: *email removed*
[5:13:54 PM] O2 : Please be assured, if it is a mistake, your
500MB data will be added on your account.
[5:14:11 PM] Richard: So what do i do for 5 days?
[5:14:57 PM] O2 : I'd request you to please wait while the
issue is investigated.
[5:14:57 PM] O2 : This is the maximum time it may take. You
may be contacted much sooner.
[5:15:18 PM] Richard: Can I have my PAC now please?
[5:16:18 PM] O2 : For this, I need to transfer your chat to
our Cancelation team and they will help you with PAC Code. Waiting time
is 2-5 minutes.
[5:16:21 PM] O2 : Shall I transfer ?
[5:16:52 PM] Richard: I'm going round in circles here and no one
is helping me !!!!!!!!!!!!!
[5:17:32 PM] O2 : Richard, we have a dedicated team for
cancelation, if you need a PAC code, our cancelation team will generate
PAC code for you.
[5:17:32 PM] O2 : I've already forwarded your issue to our
investigation team.
[5:17:41 PM] O2 : Shall I transfer your chat to our
cancelation team ?
[5:18:16 PM] Richard: and I've already asked for my PAC and been
put through to who put me through to you for you to pass me to
someone else
[5:19:39 PM] O2 : When you asked for PAC code, you were
transferred to cancelation team and they transferred your chat to me, as
you asked for the breakdown of your usage.
[5:19:39 PM] O2 : I've not forwarded your issue to our network
team to investigate it and get back to you with the breakdown of your
usage.
[5:19:56 PM] O2 : Now if you allow me, I can transfer your
chat to our cancelation team to generate PAC code for you.
[5:20:05 PM] Richard: yes please
[5:20:07 PM] O2 : now*
[5:20:09 PM] O2 : Sure.
[5:20:13 PM] O2 : Please stay connected.
[5:20:26 PM] O2 : auth by tc
[5:20:44 PM]: Hello, it's $!{operator.nickname} here. I hope
you're well. What can I do for you?
[5:20:57 PM] Richard: PAC please
[5:21:27 PM] O2 : Alright.
[5:24:26 PM] Richard: Are you still there?
[5:24:48 PM] O2 : Yes.
[5:24:57 PM] O2 : Let me check your accopunt.
[5:25:43 PM] O2 : It'll take 5 to 10 minutes for the system to
generate the PAC.
[5:25:47 PM] O2 : Is that fine with you?
[5:25:57 PM] Richard: Sure
[5:27:52 PM] O2 : You're on a contract till 27th July 2015.
[5:27:52 PM] O2 : If you end it now, you'll be charged remaining line
rental because you're on a contract.
[5:28:00 PM] O2 : If that's fine with you, I'll go ahead?
[5:28:31 PM] Richard: I've had it over 12 months and it's a simo
deal ?
[5:29:25 PM] O2 : Alright. I'll generate the PAC.
[5:30:07 PM] Richard: Please confirm no termination fees to pay?
[5:32:22 PM] O2 : No termination fee to pay.
[5:32:42 PM] Richard: thank you
[5:33:17 PM] O2 : You're welcome.
[5:37:51 PM] O2 : Thanks for waiting.
[5:37:51 PM] O2 : I can only send the PAC by text or by email to your
registered email address.
[5:37:51 PM] O2 : What would you prefer?
[5:38:06 PM] Richard: email is fine please
[5:38:21 PM] O2 : Okay. Please give me few minutes to send the email.
[5:38:47 PM] Richard: can you send chat transcript too please?
[5:41:30 PM] O2 : Yes.
[5:42:03 PM] Richard: thank you

and yes - it is the iPhone disappearing data issue that O2 refuse to acknowledge !!!!!

[Cleoriff]

That absolutely beggars belief. An hour spent being passed from one dept to the next by a bunch of incompetents!!

I presume from that you still have no idea how the data was used??

I will think twice before advising anyone to use live chat 

[MI5]

No idea at all Den - It can't have been used as the phone was off, then turned on at home and connected to WiFi. No apps updated in this time at all (regardless of data connection). We went out and my daughter wanted to use whatsapp, so I told her to turn her data on and immediately she received 2 texts, one saying 80% used and the second saying it was all used.....
That's 500mb in less than 1 minute - Incredible but I won't be taken for a fool so I'll go elsewhere.
The real narky bit is the comment by the adviser to get me to change my tariff to one with more data just because I get a discount - How will that help exactly when the data is just been wiped anyway ????

[Anonymous]

Now if that happens to the Lord of the Boards then what happens to the rest of the world who don't have your knowledge? ??

This is yet another shocking indictment of incompetence and yet as we all know stuff all will be done about it.

@Toby surely o2 must recognise this and understand that Live Chat really is NOT fit for purpose? No wonder people repeatedly state o2 CS is getting worse.

[Cleoriff]

The sad thing about all this is that they took you for a fool. Big mistake as you say.

Mind you... even I would have queried why 500mb of data disappeared within one minute 

[MI5]

Do they even know how many app updates it would take to consume 500mb of data?
Let's be generous and say each app update was 20mb - That would be 25 apps all requiring an update and downloading at exactly the same time in something like 40 seconds flat !!!!

[Anonymous]

Apart from maybe a big business broadband network this ain't possible anywhere in the world is it?

[anticpated]

Bunch of amatuers really. Why not use their real name, we're not racist. Just want treated with respect and a reasonable amount of common courtesy.

The main problem is probably because the customer care are reading transcripts from preset answers. Which frustrates me mostly is when people answer your question with another question and then pass the buck to another department, who then ask again. An exercise in futility.

[Anonymous]

The only time i used live chat was earlier on and i had no problems, the guy was very friendly and managed to sort me out in less than 5 minutes. 

[anticpated]

It is hit and miss; when I used Live Chat to report a problem, it only took 20 minutes to resolve my issue. It was afterwards it became a problem.