Why is O2 customer service so poor - Default issued - O2 refresh

[Anonymous]

Hi All, Had a shock this week after receiving two default notices from O2 for a faulty handset that had been returned and the account cancelled. I took out a new refresh contract in September as I liked the sound of being able to change your phone as early as possible. Everything was fine until the phone started to develop a fault within a few days, no problem I thought so had it exchanged by O2. Second phone did the same both being the Sony Xperia Z1. So spoke to customer services and they agreed to take the phone back and as I couldn't change the model of phone I could take out a new O2 refresh and the old account would be closed upon receipt of the old phone back. Duly sent the phone back and everything seemed fine until I got a letter saying I owed O2 £575 for the phone and £12.50 for the airtime agreement. Called O2 and they said don't worry about it the account is in credit and is due for disconnection. So I took them at their word and waited, received an email for the bill for this month at it was in credit. I thought great everything's sorted. Came home last night to two letters from O2 and opened them to see big red writing saying I had been issued with two defaults, one for the airtime agreement and then one for the handset itself. The worst part is I have spent 2 hours out of my day trying to speak to a representative to try and get this sorted. Managed to get someone to listen to me and even he said he was getting no where as he was getting passed to different departments and they didn't want to know. Why do O2 issue defaults so fast, surely there should be a correspondence period somewhere. I'm now left with two defaults and a mortgage to apply for next month which is looking seriously doubtful if these show up. I have managed to get the referrals email address and have emailed them but all I'm getting is a total wall of silence. I came back to O2 after vodafone's poor customer service and I'm now regretting not going somewhere else. This is going to be a serious financial problem if these are showing on my credit file. Any help appreciated.

[MI5]

Complaints process here http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...
It sounds like a right mess due to someone's total incompetence.
Hope you get sorted.....

[Anonymous]

What an awful experience.

Did you send the phone back recorded or registered delivery, which provides different levels of insurance.

I find it best to cover oneself with a paper trail such as a signature and appropriate insurance cover along with taking time and date stamped pictures of the handset itself ,or place it on that days newspaper to show its condition when sending it back.

It's also best to cancel an agreement by recorded delivery also.

I would also think about checking your credit file just in case.

[Anonymous]

Hi guys,

Thanks for the replies.  The first phone I had was exchanged at the door via a courier swop.  The second phone was sent back using the prepaid jiffy bag to the leeds returns address.

I had to chase the one I sent to Leeds as it was tracked back to O2 on the 21st October and they only acknowledged receipt on the 28th.

After that phone had been returned I received an email from the customer services rep that I originally dealt with saying the phone's had been received back in good condition and that the contract would be cancelled.

Given the timescales involved I had already paid this month's bill by direct debit which left the account in credit.  

I had an email tonight from the credit referrals team asking me what entries on my credit file I was querying and could I send them a copy.  I had to laugh because if they don't know from looking at the account number what they have done god help us.

I really thought the O2 refresh plan was going to be a good one but now it looks to be a total nightmare.  The bad thing is I have this is the first year after a messy divorce where I have managed to get everything sorted on my file and this comes along.  So O2 due to their incompetence may just push everything I've worked hard to sort back to square one.

[Anonymous]

If any mark is placed on your credit file in error then O2 should arrange to have it removed.
You can check your file by signing up to the trial online with experian but just remember to cancel before the trial period is up. I think would be really unlucky for this to have gone that far.

Always remember in future to send things back as I've described in my earlier reply which covers you.

Refresh has just been the ticket for many O2 customers and it's a shame it's not worked out for you.

[jonsie · Accepted solution]

Sadly when things go wrong with O2 it's a heck of a job to actually get it resolved. Do a search for credit default and there are a number of threads where you will find information on trying to rectify O2's mess-up. Hope you get a speedy outcome.