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 !!!!!

[viridis]

Be fair, it was like 1am on a Saturday night where they were.

[Anonymous]

I've always had pretty good service via Live Chat but most of mine have been low level ,and have been able to steer the agent to what I wanted through prior knowledge.

Your experience is jaw dropping.

Did you also look in the data counter of the iPhone settings to see if anything showed there ?

[jonsie]

Use live chat at your peril. I used to think they were ok for low level enquiries but some of the nonesense that people have been quoted with regards to roaming, bolt ons, adfinitum is totally perplexing and I would think baffling for the not so technically minded.

[jonsie]

...and you would need the control tower at Heathrow to guide some of these 'agents'!

[Cleoriff]

The fact remains that Live Chat thought they were dealing with someone who would be swayed by their 'infinite wisdom'. They weren't ....but they could have been.

A lot of people would have accepted their 'findings and advice' (After all this is why folk are guided toward live chat)

To have this sort of proof of their total incompetence is an eye opener. It would put me off using them completely

[jonsie]

My thoughts too @Cleoriff 

[Bambino]

Using Live Chat is a bit like playing Russian Roulette, only O2's version of it is that all the chambers are loaded. I have never advised anyone to use the service. Thank you @MI5 for posting your experience. It should be a lesson to all. If someone contacts Live Chat with a problem, the first response from them shouldn't be that what you've done is wrong and then try to get you to buy something you neither want or need. It's supposed to be Customer Service, not Customer Selling. If that's in their brief, then there's something seriously wrong.

Maybe if BT does buy O2 they'll scrap Live Chat entirely. They don't use it on their site or for any of their services. We can but hope.

[Anonymous]

Some weeks ago I posted a thread on here for discussion called something like "Live Chat - for for purpose?"

Sadly there was almost nill take up on the thread. If I were o2 bosses I would read that lack of engagement as Live Chat is ok.

Like @Bambino and @Cleoriff I advise people away from Live Chat however I have noted lately that several members appear to be actively promoting it. Why I do not know.

[Toby]

Hi guys,

I will show this thread to the O2 team.

@MI5 feel free to send me a PM and we can have a chat about it if needed.

I have edited out chat advisor's names from this transcript, as I do with all other transcripts posted. If I can get any info to share back on this instance and what may have happeend, I will do so.

[Bambino]

@Toby I can understand your reasons for editing out the chat advisors names, but for anyone trying to read it, it can get a little confusing as to when it's O2 doing the talking.

We've heard the story of Live Chat being retrained, but if this is the result, it clearly hasn't worked.