I've used Live Chat twice in the last few weeks and both times they gave me the worng information.
I only wanted to ask about my sim and had waited on the phone for half and hour and knew as it was getting near closing time, they wouldn't be able to help me.
I've been wanting to change from an Android phone to the iPhone and had been keeping an eye on my contract time as it only had about 3 months left to use the Refresh thing. I knew the Iphone took a smaller sim than the android and wanted to know if it was sent out.
As per usual the Live Chat pop up showed so asked the guy about my sim, then he started to ask security questions. I'd previously logged on and got so far with the Refresh, buyt not being 100% sure logged out and just used Live Chat. I ended up being led through screen asking me about my bank details which I thought weird as o2 already have them.
I was told I couldn't have the Iphone 5 on Refresh but could offer me the Iphone 5s. I'd already printed off the screen stating I could have this phone, but was told I'd have to cancel my account and open a new one, thats was why the banking screen had come up. Plus the amount the guy was quoting to me for cancellationwas £20+ more then on Refresh (£84+ against £100+), plus the tariff was £10 more per months too.
I was not happy and had told him many times the Refresh side had ok'd it, but he said no, so I ended up endiing the chat and literally signing on (which he hadn't asked if I had) and proceeding through the Refresh picking the phone I wanted on the tariff I wanted paying £59.99 upfront for the Iphone, which I knew about. I was taken through all the security stuff and printed it all off.
I've actually got the transcript of the Live Chat on email and have a mind, even at this late date, to lodge a complaint about Live Chat and being misinformed and for more money. This Live chat lasted for nigh on one hour to get me absolutely no where at all.
I love my iPhone and have a tariff which suits.
I've been in a o2 store for a sim adaptor and the young lady set my iPhone up for me tranfering a lot of my stuff onto my iPhone from the android. Whist she was doing this I told her about my experience with Live Chat and she remarked they've had a lot fo bother with the chat side giving the wrong info to customers and telling them to go to an o2 store etc, only to be told the store can't help them.
If any o2 Live chat see this, please get your facts right as you're causing a lot of problems and are paid to help customers with the RIGHT information.
