I received an inbound call from an unknown number +373 1111 1111 while roaming overseas, it was 25 minutes charged at £20.06. All other inbound calls were OK but this one was most unusual.
I called customer service and asked O2 for the caller details, or at least the affiliated network operator who submitted this apparently fraudulent charge. When they advised this research would take a long time I simply asked for a temporary credit while the "network investigation" was completed. It appears to be a fraudulent caller (or biller) from Russia or Moldova but the number doesn't answer. Not sure if anybody else has seen this number come by.
The whole (somewhat trvial) matter has so far consumed over 2 hours on the phone with O2. Their South African call centre has applied a set of well rehearsed tactics to avoid resolving the issue, such as ...
. refusal to apply a temporary credit credit,
. hanging up mid call,
. placing me on hold for 20 minutes or more at a time,
. refusal to escalate the call to any manager,
. asking me to alter direct debit payment arrangements (just for a month),
. putting my O2 account on hold (and disconnecting) while they research the call details in the weeks ahead,
. questioning my integrity and technical competence etc.
O2 finally promised a manager with appropriate authority would call back within the hour but that now appears to be just another tactic to fob off the customer.
My time (as for all consumers) has a cost, as does O2 staff, but this "game of opportunity-cost brinkmanship" is poor form. One expects to invest a little extra time in any business relationship but this is totally skewed the wrong way and it appears to be done so with dubious, premeditated intent.
Unfortunately I have now invested so much time in this matter that I shall be claiming reasonable consequential costs at my charge out rates for any further delaying tactics. I have advised customer service accordingly.
O2 ... If you are not OK with these revised business terms please fix such small matters quickly or publicly advise your alternative in writing on this blog.
Life is not this complex ... get with it and be reasonable.
Yours ... A completely disgruntled (and previously loyal) business customer of over 11 years !
PS: The CS online chat option repeatedly disconnects within the first minute.
Perhaps requires some extra technical attention ...
