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Anonymous
Posts: 0

Ridiculous Customer Service

[ Edited ]

hi, so I decided to contact O2 on their live chat, just to discuss my bill & why it seems to constantly be high.

Now, i know i do buy a few things with my mobile, but adding charges to my account that I didn't agree is out of order.

 

anyway, i was talking to a customer advisor & he adviced me how I can look at my bill, after saying the charges don't add up he passed me onto a floor manager called Richard. 

 

Richard: Hi Josh

Richard: I'm Richard - the Floor manager 

Josh: Hi

(About 5 minutes pass I was expecting him to reply)

Richard:I haven't heard from you for a while. Are you still there?

Josh: I was waiting for you to talk to me

Josh: It's about my bill, it seems higher than what I've added it upto

Richard: Let me check the details. Please stay online.

(another 5 minutes passes or so)

Richard: Whats your full name?

Josh: Josh ------

Richard: Thanks.

Richard: Please can you tell me the 1st & 3rd character of you security answer?

Josh: I've already done this..

Josh: *Provides answer*

(another lovely 5 minute wait)

Josh: well?

O2 has ended this chat session.

 

I find this absoultly ridiculous. Ridiculous waits between each message then he randomnly ends the chat?

 

I'm actually really annoyed by this right now, contemplating canceling my direct debit as they can't seem to spare the time to talk to a customer..

Posts: 16,454
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Registered: ‎13-08-2008

Re: Ridiculous Customer Service

if on monthly call 202 for free and discuss the issue live chat is useless at present

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Anonymous
Posts: 0

Re: Ridiculous Customer Service

Regardless wether it is useless or not, it is part of O2 & for them to end a chat after ignroing me is ridiculous. 

Level 70: Enigma
Posts: 17,146
Registered: ‎31-03-2010

Re: Ridiculous Customer Service

Do not cancel your direct debit. You will only find yourself in trouble with a bad credit rating if you do. No point in shooting yourself in the foot over this.

I DO NOT WORK FOR O2



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Anonymous
Posts: 0

Re: Ridiculous Customer Service

[ Edited ]

Hi,

 

 

I agree any communication no matter what it is should provide answers.

 

However you will see on the forum that we advise not to contact Live Chat for Account enquiries. They are non Uk outsourced Call-Centres who speak from a script.

 

They are ok for low level general enquiries.

 

We are told this service is receiving extra training.

 

As said in an earlier reply the best course of action would be to call 02's Uk Customer Service's on 202 from your mobile which is a free call. 

Level 70: Enigma
Posts: 17,146
Registered: ‎31-03-2010

Re: Ridiculous Customer Service

This 'extra training' is either taking a very long time or it's not working. I suspect it's the latter. Smiley Frustrated

I DO NOT WORK FOR O2



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Anonymous
Posts: 0

Re: Ridiculous Customer Service


@Bambino wrote:

This 'extra training' is either taking a very long time or it's not working. I suspect it's the latter. Smiley Frustrated


I've spoken to the Site Staff and its apparently ongoing.

 

As Customers we will only be privy to certain levels of information.

Level 70: Enigma
Posts: 17,146
Registered: ‎31-03-2010

Re: Ridiculous Customer Service

[ Edited ]

It doesn't really matter what the site staff are telling you. The level of information I'm seeing is the transcripts of posts that other customers here are providing, and it seems patently clear to me by those that the training isn't working. The original post in this thread is a prime example.

Just look at this one, which was also posted today. You could almost make a book out of it.

http://community.o2.co.uk/t5/Off-topic/Appalling-customer-Service-to-longstanding-over-20-years/m-p/...

I DO NOT WORK FOR O2



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Anonymous
Posts: 0

Re: Ridiculous Customer Service

It does matter what we are being told.

 

Only through good pro active feedback can situations be made better.

 

On the odd occasion I've conversed with Live Chat they have been helpful.

 

What we do not see is the amount of people who have been successfully helped via this service ,which would perhaps provide a little more balance.

 

I don't deny the instances you highlight are not good and need resolving.

 

 

Anonymous
Posts: 0

Re: Ridiculous Customer Service

Hi guys, we are forwarding the feedback/chat transcripts that need attention back to management. Please keep us posted, we do need your feedback.