RUINED CREDIT RATING! BE CAUTIOUS WHEN o2 Chat AGENTS SAY YOU OWE NOTHING!!!!

[Anonymous]

Below is an extract of the complaint letter I will be posting to o2 today Recorded and signed for, and it breifely describes the hell o2 has put me through.

In December, I used your web chat to terminate a couple of accounts that I no longer required. And I was told that there would be no charge. I have included these documents (both o2 Transcripts that say for both accounts that there was no termination fee, and I ask like 3 times to ensure that it is correct).

In June 2015 (last month) I attempted to get a small amount of credit, and was declined. This was very strange, because my credit score last time I checked was over 900.

I signed up to a credit checking agency to check my credit, and discover that o2 have registered 5 late payments to my account. I am still now, after about 6 phone calls and 3-4 emails sorting out this mess. And I hope to have this removed.

I phoned your customer service team, the first person I spoke to was short with me from the start, saying that I owed money, that is why its registered as a late payment, and I told her to read the notes, but she kept insisting that I owed money. I had at this point had enough and had raised my voice. She then patronisingly told me that there was no need to raise my voice, twice. I said she was a stupid Customer service Agent (admittedly anger got the best of me) She then began to shout at me! What happened to the customer is always right? When she shouted at me, I told her the same advice she gave me, “that there is no need to raise your voice” to which she hung up on me. To say I was angry at the point is a huge understatement.

The above shows that o2 simply does not give two thoughts about Customer Service. They have become too big, and don't care about screwing people over.

I have had my credit rating destroyed because of the lack of communication from o2 to myself. I mean why would I check that I owed money, after being told that I owe nothing to terminate!!!!!!! 

I am glad I kept the transcripts, ALWAYS keep your transcripts.

I have also emailed the credit team now that I believe my account has been completely zeroed. 

They have not got back to me! WHAT A HUGE SURPRISE. 

If any o2 employees see this, please could you chase them up?

Don't fall into the same trap I did. After speaking to a chat agent in india, call o2 up to confirm what they have said is true!

Good luck everyone else who is still with this disgusting Company!

I will also be looking to submit my story to that watchdog program, as people need to be made aware.

Regards,

James Orme

[Anonymous]

I will also post most of the reply to my complaint as well, might do a scan and blank personal details. 

[MI5]

I'm surprised no one has taken o2 on over this type of thing as we hear of it quite often on here.....

[Anonymous]

Well, in the complaints letter I have informed them that I will be taking further action and seeking advice from the financial ombudsman and trading standards (and I willl take it even further, watchdog, newspapers, anyone who will listen).

If I am compensated satisfactorily, then I will leave it (other then provding there response to my complaint on here, as I would like people who search google for the same or similar issue to see what happens when you complain.

It is a disgrace, and has wasted hours and hours of my life that I will never get back.

Regards,

James O.

P.S. Thank you all for your responses that have been understanding and helpful. And surprisingly there have been no trolls saying it is my fault( as it is pretty evident that it is not my fauly) or stirring things between users! 

[Cleoriff]

@Anonymous Re your PS.... You wont get trolls or anyone disagreeing with you. Most of us have heard too many stories about Live Chat. You only have to look for the long thread on here with poor feedback from many.customers such as yourself. I wish you well with it. .

[MI5]

If we believe anyone is wrong we will tell them. Equally when we think O2 is wrong, we will say so too

[anticpated]

Making a formal complaint should/will force the issue and make evidence of the claim against you explict. If they can't present a thorough enough claim against you with the provided documentation who knows how O2 PR department will play things out. 

A hopeful resolve will be they admit they ****** up and fix your credit score (they pay the fee, if any) and at least try to rekindle your faith in the service. I had a run in with customer service.......

They claimed I rooted my handset yet wouldn't provide me evidence. During the last update, it did indeed say the phone was rooted which means a monkey at Anovo did it. As I have never had to do this with my phone. Like you, my word against theirs.

Anyway I hope you get things sorted and keep the faith.

[jonsie]

There are a score of threads on here where customers have found out o2 have placed a default on the credit file for trivial amounts. No emails or phone calls and the customer only finds out when applications for mortgages are refused.

It's ridiculous that they can't email or call to allow people to either settle the debt or to take issue with an unfair charge.

[Anonymous]

Exactly. Awful company.

Money grabbing and uncaring.

I will inform everyone when I get a response from the Complaints team. I bet you they will try and blaim me!

Also no response at all from the credit team. That shows that they obvioulsy have a lot of issues like mine that need sorting!

[jonsie]

I wish you the very best of luck with this, unfortunately I fear you may need it. Someone needs to take the responsibly to get this sorted.  The big problem with o2 is finding that exact person. ...

Google ceo o2 and send his office an email, precisely the problem,  which is their problem, and a contact number.

[Anonymous]

Thank you!

I am hoping I acted quickly enough (because I don't think a default has been reigistered yet, so hopefully this will update the credit score as fully paid (will still need them to clear the late payments to improve score).

SO I think I have the hardest bit done, and the account is zeroed. Could you confirm It says I owe Nothing TOBY?