Why is there no complaints telephone number?

[Anonymous]

I would like to make a complaint about the shoddy service and lies made by the o2 Guru chat service. Though they use English names the Guru Chat works out of India.

First they messed up my number port from Tmobile to o2. They then tried to make up excuses that it was my fault that the port did not take place. Well that took about 2 hours to resolve until o2 admitted they were at error.

They agreed to credit me with £20 as I had to get another PAC code from Tmobile who charge a full months line rental whether you use the code on day 1 or 30.

The manager said if I top up by £20 she would refund me the money. So I did that only to be told she could not refund me but decided to add £20 credit to my PAYG account.

After a few more hours of discussion with the Guru Complaints chat Manager he agreed that I was advised wrongly but said he could do nothing.

All I asked was for them to refund the £20 that I had already paid o2 as was agreed. But now having spent half a day over this I called up Uk Customer service who said there was no complaints telephone number. I asked for a call back from a manager - but no susprise it didnt happen.

I emailed in a complaint but I doubt anything happens. I am only left with asking my bank to issue a chargeback. I don't want to ever use o2 again. I am going to get my money back and be done with this joke of a company.

[Bambino]

If you want to make a formal complaint, use this link:

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

[Anonymous]

I have already done that. But 14 days to get back to you is a joke. That is why I prefer the immediacy of a telephone call.

[MI5]

As its a "complaint" the legalities require all communication to be written - It avoids the "he said, she said" discussions.....

[Anonymous]

Record the conversation?

You ask people to write in as it requires more effort.

I know where I stand as I have copies of all the online chat conversations. However the time I have wasted and the stonewalling from o2 is just ridiculous.

I wasn't asking for a discount or some crazy deal. No. I was simply asking o2 to recitify a mistake they had made. I hold very little hope the complaints department will do anything.

Your o2 chat service should be run by UK staff and not Indians with English name badges.

[Anonymous]

ALso I would like you to point out to me what the O2 Company Policy is in regards to asking for the customer representative name.

Why is it they cannot divulge their name?

[MI5]

You're just talking to other customers here mate, not O2. Your complaint will be dealt with, in the meantime you need to calm down and be patient.... (another good reason for writing ;))

[Liquid]

They won't divulge their full name because there's always going to be some idiot who'll blame them for everything and track them down.(too easy to do) They should give first name I believe.

I'd be careful of the Indian comments could be taken rather badly.

I believe 90% of CS are uk based (phones anyway)

[Anonymous]

The chat gurus, where they are known here to be more of a burden than they are helpful, are actually good with a lot of more general queries to O2.

Should we have them or not? Well that is a debate with good argments on both sides.

However, in your case, they seem to have messed up your simple request and obviously it isn't very good as now you seem to be the one out of pocket!

Luckily for you though, you have transcripts of the conversations so, no matter what, O2 have promised you the £20 and you can prove it.

Now what I would do if I were you is call up Customer Services - ask the advisor to check your account notes. The chat gurus copy your conversations into the account notes so we can see them. If they haven't done so, tell the advisor you can email or fax them in. Once they see that, they should offer you credit or other form of compensation.

If you have any trouble, ask if you can escalate the call (speak to a customer resolutions advisor or team leader). This is unlikely to happen if you have the transcripts so I wouldn't worry about it - just in case.

The Complaints Review Service who you wrote to should reply within 5 working days I think so I am a little concerned they haven't gotten back to you, perhaps follow it up with a further email just asking for an update on the case?

[Anonymous]

A couple of thoughts on this one:

OP - Why should it bother you that the online chat team aren't UK based? On the whole they do a good job but they get some stuff wrong. How does that make them any different from a UK national?

If you want to speak to someone then call customer services. That's their job and they are the first point of contact for any complaint. If they don't resolve it for you there is an escalation team you can speak to. If they can't resolve it then its the complaints review service (by email).

As for people not giving out their full names - why should they? Its a choice they are allowed to make. To give their full name or not. Most choose not to and thats fair play. In the age of social media it's far too easy to find people, and that will be the main reason.

It makes no difference to you if they give their name or not, their name is all over your file on our systems.