TERRIBLE Customer Service Via Online Chat

[Anonymous]

My contract ended with o2 in April and I was too busy to make any changes, I had nemerous calls from o2 asking me to renew my contract which I said no as they didn'y offer me a better deal that I was on with my BB. On 18th Augst I went in to o2 shop and asked them what I could upgrade to and they persuaded me to take out a new contract with an Xperia Sony phone.

I went back the next day to get some help with the phone and the assistant was so rude that I went home got the packaging and receipt for new phone went back to the shop and cancelled

the contract. I was told when I had 14  days to cancel contract.  They were very difficult and said I would have to wait until Monday as not possible to do it on a Sunday. I had already called o2 from home and they had told me I just had to take it back to the shop and they would deal with it on the Sunday. When I told the assitant ths he agreed to take back the phone and cancel the contact as he said it was in the allowed 7 days.  At this stage I wasn't interested in arguing with hime about the 14 days.

However about 10 days later I got an email telling my bill was due for payment as normal and I decided to check what my final bill was. I was shocked to see it was 392.21 which was 240.00 for handset and balance due to breach of contract and some call less 16. plus cedit on old phone contract.

I immediately cancelled my direct debit with bank which was a very wise move as despite them telling me not to worry they would get it sorted and issue a credit nearly a month later they are still looking for payment.

Has anyone else had this pproblem and how did you get it resolved.  I am just very happy that I cancelled direct debit. 

[perksie]

@Rosn

O2 normally allow 7 working days to cancel a new contract, 14 days is to return a faulty handset.

We can't take sides or make judgements here but you can raise a formal complaint where all the details will be checked:

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

Keep to the facts, what happened before the 18th August can be left out, so just stick to the important points.

Let us know how you get on.

[Anonymous]

Good Morning Rosn,

Obviously your experience has not been a good one and its now down to how o2 resolves this for that counts.

What I would suggest you do is telephone o2 Customer Services on the following numbers to request they quash the outstanding charges you mention, and perhaps ask for a confirmation in writing or e mail just in case anything crops up down the line

Contract Customers.
 
From your O2 mobile 202 Free

From a landline 0844 809 0202 5p / min

To be honest compiling a complaint to o2 would not get you anywhere apart from a standard apology letter.

I would just concentrate on getting your account clear to stop any chances of default notices going on your Credit File.

[perksie]

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@Anonymous wrote:

To be honest compiling a complaint to o2 would not get you anywhere apart from a standard apology letter.

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The OP is well justified in sending in a complaint, reading the post properly would show this.

[Anonymous]

I have read the post OP's thread properly and given my opinion on how I would deal with this ,as you have given your reply as you would deal with this.


Do not talk down to me please.

I'm never rude to you Perksie and I would appreciate this in return.

Forum etiquette.


4. Respect each other: New members and regular contributors alike, everyone has the right to post their views (constructively), as well as ask a question, regardless of their knowledge.

4.1. Don’t hold other members up for negative judgement if they get something wrong, we were all learners once! It’s a great opportunity for you to teach them about the community and the help they are giving.

[perksie]

Solution - stop writing that my advice is incorrect when it isn't - simple.

You have deliberately told a poster that my advice is wrong, incorrectly.

[Anonymous]

As you have said in another theead that I try to push things to a complaint level which I don't.

Where have I said in my reply that Your advice is wrong ?

Or are you reading my reply wrong.

[perksie]

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@Anonymous wrote:
As you have said in another theead that I try to push things to a complaint level which I don't.

Where have I said in my reply that Your advice is wrong ?

Or are you reading my reply wrong.

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You were going through a period of posting complaint advice in nearly every thread.

This should be used sparingly for proper complaints as the one on this page.

You have said a complaint  will fail on this page, which it won't if the OP has given the story accurately.

I rarely read your replies incorrectly, and when you give good advice I say nothing, and do not add comments to your replies unnecessarily.

[Anonymous]

Was my reply to phone 02 on the customer services to get the charges quashed an unnecessary comment ?

The longer this goes on the more possible chance of o2 defaulting the OP and place a marker on the OP's credit file.

[jonsie]

Hey guys, play nice:smileyhappy: