Dear O2, I experienced the worst possible experience with O2 customer service where multiple advisors provided false promises misinformation, and consistent fabrications, especially when O2 was in the wrong on all occasions I was promised credit that was originally meant to come off my next bill but ended being brought forward as a debt to my new bill, even though I was told on various occasions it was going to be a credit, not a balance brought forward, this is when I reached my limit with believing O2 and decided to take my loyalty and my business elsewhere, I requested my PAC code so my trust in O2 dead on that day. I needed to understand what I was required to do to remove O2 from my life completely GDPR style of removal I spoke to customer service, wanting to finalise my affair with the network for good.
I was put through to an advisor called Aisha welcoming voice allowed me to listen further when she asked me to allow her to read the notes to fix the issue at hand, I was very skeptical at first, but she apologised for faults done by other advisors and actually took the time to understand what I had experienced with her colleagues in customer service, instead of over-promising and under-delivering, which the other advisors are guilty of unlike other advisors she listened and understood and took accountability on behalf of all of the other advisors who failed to act on what they promised to act on.
Aisha made me trust her by showing me through her actions everything she said will be reaffirmed by both email and text, she put herself in my shoes so she understood why I lost trust in O2, Aisha also saw my payment history was always on time and have been loyalty to O2 since 2020 without an active contract allowing my 30-day contract to roll over.
Aisha used her listening skills to allow me to vent when I was annoyed with the service and kept on putting herself in my predicament so she comprehended the service I experienced.
So Aisha respected and understood that I had little trust for O2 so she suggested that we speak the following day, she would call me and we could discuss whether I wanted to stay or go without rushing my decision. I informed Aisha I was in conversation with my old provider EE and will be receiving a call to discuss offers.
Aisha displayed courage and fortitude and integrity as well as delivered the customer experience, O2 just so you know Aisha is why I stayed not because of your services O2! I trust Aisha because she made me see there may be hope in trusting competence in O2 customer services still exists.
Note O2 higher management Aisha is an asset and should be an example of customer excellence and how to lead with integrity she definitely deserves a pay rise because without her you would have lost me to EE. I will only be engaging with her as my account manager and customer advisor until I being to trust the service.
