Customer service - not impressed

[C13tay]

Hello

My wife recently received a couple of default notices from o2 showing 2 different account numbers.  One I recognised as my daughters phone, the other we did not recognise.  My wife is currently not well at all suffering with severe depression, so I have been calling o2 to try to sort this out.  As you would expect they will not speak to me but I have explained the situation re my wife and that she is finding it very difficult to speak to anyone at the moment.  I managed to get my wife to call o2 and go through all the security.  She spoke to a very nice lady who assured my wife that one of the notices could be discarded as it was clear it was an old account.   My wife authorised the lady to speak to me and promised she would call me..  well 3 weeks later and still no call !!!  I have spend all evening on the phone to various people at O2 trying to sort this and on 3 occasions have been cut off !!!  I do not pass security so they won’t speak to me.  They now tell me that my wife has to go to an O2 shop with her passport.  Well with her health that won’t be happening !!!  When I said that to the advisor they put the phone down.   One of the advisors suggested that I just pay the money there and then over the phone cos they could do that. But couldn’t tell me what it was for.  !!!! So I guess I just wait for the debt collector !!! 

[madasaf1sh]

@C13tay 

If it has gone to default stage then CS can do nowt about it, you need to speak to the Payment Management team on 0800 902 0217 they open at 8am tomorrow

If it has been sold to the DCA already everything will need to be done through them I am afraid.

[Bambino]

I will tag one of the O2 online account advisors who has helped many customers sort their issues out. She will be on tomorrow at 8 am. @O2Lisa can you please assist @C13tay?

[MI5]

Maybe @O2Emma or @O2Lisa can help you ?

[O2Emma]

Hi @MI5 I will look into this thanks .

[O2Emma · Accepted solution]

Hi @C13tay I will send you a private message to look into this further for you.

[C13tay]

Thanks for all the replies  much appreciated 

[O2Lisa]

Morning @Bambino, thanks for the tag. 

Checking the replies it looks like Emma has picked this up😊

[C13tay]

Well thanks for all your help …. But still unable to make a payment  ….. basically was told I either have to have written proof my wife is Ill or drag her down to an o2 shop.   Can’t believe that O2 have sent a default notice to my home address demanding money, and I’ve spent hours on the phone with my debit card in my hand begging to let me pay it !!!  

[madasaf1sh]

@C13tay 

How long was the debt outstanding?

And unfortunately this is probably due to the amount of people who cry wolf, and as such mean o2 have to put in place policies to protect themselves which causes harm to other people. 

Did you see the PM from one of the o2 advisors on here, look at top right handside of the o2 community page.