Problems with invoice

[Anonymous]

I asked customer service severaly for correct invoice. Mostly (if ever) they sent invoices with wrong information. Once they stated that they can send invoice only for last 3 top-ups.
I wrote directly to O2 letter (not customer service) about my problems and their obligations and asked them for proper invoice for their services.

After that I received letter from customer service asking me for proofing details and after that they sent me 3 almost same invoices in 3 envelopes. In two of them there were mistakes with dates, issued years. But one of them was correct.

Then I decided to change to pay monthly, wrongly thinking that I could get correct invoces automatically. I have been able to download invoice from myO2 web, but I found out that services are again invoiced on wrong name, not correct name as I asked and received by letters  before.

So I called O2 again, they asked me to call business O2 – all right, this one I didn’t called yet, so maybe they can help me, I thought. Found O2 business chat, but that is currently unavailable, but  there is forunatelly phone number to call 0800 9 777 337. While calling I’m informed by automat, that this number doesn’t exist anymore and automat kindly told me the new number: 0844 809 0202. So again I called the new number and then finally I have been able to speak to somebody who told me, that I should send email with form to BusinessTOO@o2.com  and they change it.

I filled in a form and sent them the email:

„Hi,

After many calls and chat I have been forced to fill in this form.
Please note, that I need only change first line of my inovice  from –name1- to –name2-.

* The address is same
* The direct debit account is same
* Contact information is same
* Signing person is same.

Just please send me correct invoice as I asked you in previous 7 months.

Thank you,

-name-„

Then I received email asking me this, absolutelly ignoring what I wrote before:

Return two proofs of Business ID from the Proof of ID Required and Accepted list – these must show the new account name together with the billing address and be dated within the last 3 months ( Bank Statement is Mandatory )

I didn’t send them, because I was totally exhausted of communication with O2 and also I found out that this will not change my previous invoices. I still have had some pay&go invoices, which they accepted to issue me on correct name after 4 hour arguing with „customer service floor manager“.

After another 7 days I received text message (31.10.2013):

Thank you for your TOO application, your documents have now been received. Please allow up to 5 working days for your request to be processed.

Nothing has changed until now, of course.

What can I do?

[Toby]

Hi Travis,

I have asked you for more details via PM in order to help you.

Cheers

[Anonymous]

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@adamtemp64 wrote:

So is this for a PAYG topup not a monthly contract?

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No and it doesn't matter. I changed from top-up payments to pay monthly  in September last year. I didn't change my details neither I didn't ask for this. So the invoicing should stay the same. Actually I changed to payment monthly to get these invoices automatically. Now I have useless year contract just to get things worse.

[Anonymous]

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@Toby wrote:
Hi Travis,

I have asked you for more details via PM in order to help you.

Cheers

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Thank you Toby, and thank you for all your moderation.

[Anonymous]

On Friday, 28th Feb I got some fast email replies with complaint team member so hopefully my invoices should arrive in 14 days.

[Anonymous]

I have to say again arrived wrong invoices with detailed statements with my name instead of company name  even though complaint team member agreed they will send me invoice as I requested. Additionally I received attached also bill and detailed statement from somebody else from Chorley.:smileysad:

[Toby]

Hi Travis,

As this is now taking longer still, I shall try and do what I can. If you could PM me with any invoice or complaints numbers you have, I'll look into it for you.

Cheers

[Anonymous]

Hi Toby

I don't know how you could help me. They declined my request to correct my name on older invoice and redirected me to complaint furthermore. So now I prepare documents for ombudsman.

The second thing I asked guys from SocialQueries to send me at least VAT invoice. When I wrote them to send me bill without statement "This is not a VAT invoice." They sent me link to place where I can download this bill with this statement. They didn't even look at my name calling me David and then redirecting me to download this bill without looking at place whether it is possible to print such a invocie. Terrible customer service!

[adamtemp64]

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@adamtemp64 wrote:

@ toby the issue as I see it when you take out a contract it is a personal credit check and that is the account name from then on if you need to move to a business name only the options listed in linked thread below exist.

@Anonymous you can get this clarified then we may get to stop going around in circles it ties in with @Anonymous other thread http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Problems-with-invoice-now-the-problem-is-unsolved-for-a-year/m-p/603166#M60897

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@Tobyplease can we just get the information clarified as I requested 2 months ago then this issue can be resolved