How do I actually send an email response to O2?

[Anonymous]

After a query, O2 sent me an email response requesting more information.

Now, initially, I went to their online chat (the email said I could) and the person I chatted to was helpful, took some information, and said my request would be dealt with.

Guess what? The response was a REPEAT of the first email.

Now, here's the kicker...

- The emails to me are sent from mycare@o2mail.co.uk

- Here's the footer from those emails, verbatim:

******

Dear O2 Customer, Please note that this is an unmonitored email account and we will not be able to respond to your query. If you have a query about your service please visit www.o2.co.uk/help or email us at mailto:mycare@o2mail.co.uk where it will receive our attention. Regards, O2 Customer Care This communication is from Telefonica UK Limited. Registered office: 260 Bath Road, Slough SL1 4DX. Registered in England and Wales: 1743099. VAT number: GB 778 6037

******

So, they are telling me to send a response to an email address which they are also saying is unmonitored... and... if I do send a response to mycare@o2mail.co.uk, I just get an automated response saying the email won't be dealt with. Catch 22!

Does anyone have any suggestions on how to actually send a response by email that will be dealt with?

I'm thinking I should maybe just write a complaint letter about not just poor, but demonstrably stupid, customer service.

[jonsie]

I really do think they should make an exception for business accounts but unless the merger with Three goes ahead I can't see them bringing back email support.

[Cleoriff]

I think with the current CS staffing levels email support would be a non starter. People would dash off an email and then get steadily more frustrated when they were waiting weeks for a response. To make it a viable active method of communication then that old chestnut of 'more staff' is a basic requirement