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The unexpected charge and unhappy experience

Anonymous
Not applicable

Dear Sir/Madam,

 

Good morning,

 

I called O2 customer service this morning regarding the £183.66 charge from my direct debit on 5th November 2021. It exceeded my budges for 20 times or so. Not acceptable at all!

 

After I called, I had the conversations with three 3 members at O2. Unfortunately, I received the different information from the first staff member and the last one. 

I am very unhappy with the last staff member who answered me that I had the right to raise the issue but she said that I had no issues to raise.

She didn’t like me to raise to issue at all whatever I explained to her.

 

The first staff member Mr. Nicholas at South Africa provided me the happy customer experiences but the last lady brought me a nightmare. 

 

My complaint:

1. The latest bill £183.66 is not acceptable.

My reason is because:

I set up the bill capping £0.00 for both of my two contracts numbers of [Personal details removed]

and [Personal details removed] when I ordered the sim only deals online.

2. The information was given to me by the different staff members over the phone.

3. I was calling to sort out the huge charge but I was told by the last female staff that no issues to raise.

Why can she reject my request?

I am very dissatisfied with her services. It is unacceptable.
It damages the reputations of O2.

 

I look forward to hearing from you soon. 

 

Kind regards,

 

 

Yours sincerely,

 

Lucy Song

[Personal details removed]

 

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MI5
Level 94: Supreme
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Complaints process here https://www.o2.co.uk/how-to-complain

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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MI5
Level 94: Supreme
  • 123809 Posts
  • 611 Topics
  • 20035 Solutions
Registered:

Complaints process here https://www.o2.co.uk/how-to-complain

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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jonsie
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anonymous22
Level 1: Joiner
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hi how were you able to contact o2? i have been trying as i have the same problem and i am being taken to a bot and i cannot speak to an actual person. i have tried different numbers but i cant get through. please reply quick as i am stressing and theyre saying they will end my contract and expect me to pay the rest of the bill which is over £800. its completely unacceptable 

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RafaC
Community Manager
Community Manager
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Hey @anonymous22 you can reach O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG). All other contact numbers are here Guide: Coronavirus Community Help and Support 

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