O2 Customer Service - Disgraceful

[Anonymous]

I have just experienced the most disgraceful customer service. I believe my account has been hacked and I am recieving letters to my home address from 02 stating I have to pay money or else!  I contacted the customer service who expect me to chase around the 02 organisation when the fraud department is open again. 02 take ownership of the problem!  This is breach of trust and breach of contract.  I understood the agent had his hands tied - but no excuse from the supervisor, who was less than helpful, rude and patronising. I guess it's up to me to sort the fraud activiry - with the help from Watchdog.  Disgraceful!

[MI5]

Agreed. It's very slack and you're not the first http://community.o2.co.uk/t5/Discussions-Feedback/My-O2-account-was-hacked/td-p/209072

[Toby]

Hi ReynoG,

Feel free to send me a private message about this and we can discuss getting you sorted.

Cheers, Toby

[Liquid]

Another poor person:(

Toby I know its not you personally but instead of dealing on a case by case nature could you not push this blatant lax security up the chain? (More to whomevers problem it actually is)

[adamtemp64]

@reynog please report this fraud here http://www.actionfraud.police.uk/

[Anonymous]

Iam shocked at just how poor the customer service is. As a manager who works in retail and has many years in customer service i understand the importance of looking after your customers. I recently ordered the new samsung phone from 02 having been with them for awhile and had 6 months left on my contract but wanted the new phone so i spoke to the sales team. One question i had was, as iam staying with 02 will my new phone and contract take over from the old contract?....i was told yes, no problem your old contract will cease when you have the new phone and then your new contract will start. Great i thought, no last night i checked my account and surprise surprise i now have 2 counts paying for my new phone and also my old phone which i have recycled......both i and 02 can see this on my account and the phone has had no usage. Right i thought, ill ring up the friendly 02 customer service team itll be no problem i thought to end the old phone as iam staying with 02 and the old phone has gone to Orange weeks ago. After the first unhelpfull person i spoke to a supervisor called Marshall who told me that there was no record of me ringing the sales team so they couldnt help me.....so your saying iam lieing i said to him.....he didnt answer. So iam now expected to pay for 2 phones, one new one and one recycled one......sorry cant help you, you need to pay the cancellation fee of £130!.........but i wasnt told about this before.......sorry theres no record of that conversation........so iam lieing then i said to marshall........sorry we cant help you...........cant or wont as my wife said to me. Well thanks to the terrible customer service once my contract is finished iam another loyal customer who WILL be taking his business elsewhere. 02 havent got a clue when it comes to customer service!

[perksie]

It sounds to me as if you have bought a new contract instead of applying for an upgrade, which would have been refused with 6 months still to run.

This is why they have the new O2 Refresh contracts which allow you to do this.

All you can do if you were incorrectly advised is make a formal complaint:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

Close the chat box so you can read the page through.