Customer complaints adviser not doing as they said on the phone

[Anonymous]

I recently had 2 calls to customer service 1 direct to complaints. The issue being charges to my phone which should not of been able to happen. The advisor said that the previous advisor had refunded my account £10 and she would add credit to cover me for the upcoming bill. The full amount has now been taken out of my account, the bill is unamended and the credit supposedly added to my account shows no where.

What is going on here? Either the website doesn't work properrly or customer service out right lied to me, which is 100% unexceptable. Especially as i was thoroughly happy with how the call went.

[Cleoriff · Accepted solution]

Hi @Anonymous Sorry to hear about this non resolved issue. I am not sure why the advisor would offer to add credit to cover you for your upcoming bill though?

If you feel O2 still owe you money you will have to be persistent and contact customer services again until it's sorted to your satisfaction. http://www.o2.co.uk/contactus

If they wont help you further then you need to make an official complaint via this route http://www.o2.co.uk/how-to-complain

[MI5]

All CS is outsourced and it seems that advisors will say anything to get customers off the call just lately.
I would email the ceo's office with your complaint too.
His email address can be found on Google.

[Anonymous]

It seems I may have over reacted. The credit is on my next bill which doesn't show in my account yet.

[jonsie]

OK good news