Fraud at O2 - Disconnection Charges

[Anonymous]

Around a month ago I received a "Disconnection Charge" of around £470 for a device that I paid off at O2 , on the day that the bill came out a phoned customer services to have the error corrected. They advised it would be sorted and I should hear back in 3 days. Rinse repeat a further 3 times. 9 days passed so I resorted to the webchat , 3 times I have been told the issue will be resolved until today where I was told no form has been submitted by O2.

The result is I am going to be charged £470 from O2 and I am now going to have a nightmare time to claim it back, if O2 know that the money is not due and they take the sum after having 30 days to resolve it, surely this is fraud?

I am reluctant to cancel my direct debit as this will result negatively in my credit history as it will go down as a non-payment.

First time using O2 and to be miss-lead and lied to by some many customer service people has put me off using them for life. Let me know if you would like to see the chat logs.

Extracts from chat logs 1st Chat PARAS: The contract has been disconnected on the 29/10/2016. PARAS: It'll be resolved on the 11/11/2016. PARAS: I hope I was quick? RYAN FINN: it was. Thanks have a good day. PARAS: Is there anything else I can help you with? RYAN FINN: No that is all. PARAS: Take care & have a lovely week ahead. 2nd Chat Nov 23 2016, 09:46:31 AM GEORGE: I've checked your account and can see that, we've sorted this from our side , so this will be removed from your account within 1-3 working days, and trust me it won't impact on your credit scores as you've paid off the phone amount. 3rd Chat NAUSH: I have taken your request and forwarded to our relevant team. They will get back to you within 3 working days with the refund details. A phone call confirmed that at no point was a refund actioned by O2.

Thanks

[Anonymous]

Not the fastest solution but i would suggest completing the formal complaints form.

I may also be worth emailing the O2 CEO

[Cleoriff]

Hi @Anonymous What a nightmare for you. I would make a complaint here http://www.o2.co.uk/how-to-complain

and you are right not to cancel your direct debit until all this is sorted.

[madasaf1sh]

I'm sorry but where's the fraud?
This just sounds like a human ****** up, and yet again never use live chat for account issues, call customer services,,

What you can do is a Direct Debit Indemnity claim as per the direct debit guarantee:

"If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society"
"If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to"

[Cleoriff]

Link here to explain the direct debit indemnity claim https://www.directdebit.co.uk/DirectDebitExplained/Pages/DirectDebitGuarantee.aspx

[MI5]

Yet another example of the woeful CS that o2 think customers should have to put up with these days.

[madasaf1sh]

Is it when this forum is less than 0.001% of o2's customer Base of 29million customers, and given these 0.001% out of thousands of calls a day, puts it into perspective.

Thinks go wrong, that's human nature and life, computers say no or get confused.. o2 is no better or worse than any telco or any large organisations, a lot of which outsource Cs to  BPO's like capita.. 

Whenever I  ring o2 I have been dealt with quickly and professionally by all I've encountered, and that's from my own personal devices to the large number of enterprise devices we have with o2

[adamtemp64]

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@madasaf1sh wrote:

Is it when this forum is less than 0.001% of o2's customer Base of 29million customers, and given these 0.001% out of thousands of calls a day, puts it into perspective.

Thinks go wrong, that's human nature and life, computers say no or get confused.. o2 is no better or worse than any telco or any large organisations, a lot of which outsource Cs to  BPO's like capita.. 

Whenever I  ring o2 I have been dealt with quickly and professionally by all I've encountered, and that's from my own personal devices to the large number of enterprise devices we have with o2

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O2 outsource consumer ciustomer Service and complaint review to Capita and have done for the last few years http://www.capita.com/news/news/2013/capita-signs-contract-with-o2/

[MI5]

and it's been in decline ever since, and that's based on much more that 1 persons perception.

[Anonymous]

Done. Thanks

I just want my account sorted and to be honest I am annoyed at the hours i have already wasted trying to put this right.

Its times like this when you really value companies that make CS an important part of their business model. Lesson learned.

I feel pretty embarrassed as I had already recommended O2 to my mother and a friend.

Live , learn and I will move on once its put right. I will post the resolution once its resolved.