warning about topping up and o2 customer service

[Anonymous]

on saturday i had a problem with o2 top-up not crediting my wifes phone after the £15 was taken from my account. I used the on line top-up using my card.

 the bank has confirmed o2 definately took the money with a transaction id and i have an email reciept from o2 also with a transaction id and my wife recieved a text confirming the top up, but still no credit on the phone! 

 wasted 2 hours of phone calls, of which were 4 different phone calls to o2 and go no where, manager was to call me back saturday but didnt bother.

 O2 claim to have no record of the transaction and after explaining the above more times than i can count just kept repeating the same useless statement.

  The attitude of o2 "customers service" advisors and the way they talk to customers is absolutely appalling, this is only the second time ive had to deal with them and my conclusion is they are the most incompetent and unproffesional i have ever dealt with. i have a contract with o2 as well and have been for around 7 years which will definately stop at the end of the contract, which luckily for me ends in febuary. phone service has alwayt been mediocre, and mobile internet poor at best IF i can get a signal so im looking foreward to trying a new provider.
 

I now need to submit a form to my bank to claim the money back, advised by my bank.

my wife has ordered a new sim from talk talk.

good luck o2, with all the bad feed back ive read from other customers you will need it!

[perksie]

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@Anonymous wrote:

good luck o2, with all the bad feed back ive read from other customers you will need it!

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The number of complaints you see here is only a tiny proportion of the 23 million users on O2.

I doubt they will need your luck as they are the mobile company recording the lowest number of complaints in the entire UK!

It's a pity you had a problem and if you dealt with it in the right way and made a complaint, I'm sure they would be happy to put things right for you.

[Anonymous]

there is more to the internet than o2 community. go check it out some time, there are a lot more complaints and bad reviews out there.

the way ive been dealt with so far has left me with no confidence in o2 and complaining to them i feel will be a further waste of my time. if spending 2 hours talking to o2 trying to resolve this isnt the right way to deal with it i dont know what is, that amount of time to deal with a payment definately isnt acceptable from customer service point of view.  just wanted to add to the complaints so it may help others.

[perksie]

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@Anonymous wrote:

there is more to the internet than o2 community. go check it out some time,

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Don't worry I'm far ahead of you and you're still wrong but hey, believe what makes you happy, I don't mind!

[Anonymous]

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 you're still wrong

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perksie wrote

Don't worry I'm far ahead of you and you're still wrong

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judging by your post count here you havent been very far at all!

looking at some of your other non constructive and pointless short replies that was pretty easy to achieve. nice that you trying to help people though, o2 need you and you certainly have your work cut out.

 and thanks for keeping my post at the top of forum!

those complaint figures are based on complaints to ofcom, i have a pretty serious complaint and the thought of reporting it to ofcom hadnt even crossed my mind. so i suspect the statstics are slightly misleading.

[Anonymous · Accepted solution]

Hello russc and Welcome to the forum,

Occasionally things do go wrong and then its down to how that error is put right.

From what I've read this has not been the best experience for you as an O2 Customer.

Personally I choose to top up via my bank account app as I don't choose to want to give my card details to top up. Things can go wrong and this has been discussed before in the past. Particular the auto top up can give some problems too.

Once its shown that the funds have been debited from your account but then the credit has not been applied to the mobile number you've used then its a cut and dry decision that o2 need to make in my opinion.

If you do wish to escalate this to a complaint then here is the online form to do so.

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

I hope things resolve and you can go back to using the credit purchased.

On the side of changing networks then remember you have the option of requesting a PAC Code when your ready to move networks. This retains your mobile number for the new network.

I would suggest you try and obtain payg sim cards for the alternative networks so you can check out the true signal strengths where you live, work and commute.

If your phone is locked to o2 then you can get it unlocked here https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

Its free for contract customers and a one off fee of £15 for Payg Customers {T&C Apply.}

Take care.

[davethorp]

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@Anonymous wrote:

there is more to the internet than o2 community. go check it out some time, there are a lot more complaints and bad reviews out there.

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The same will be true of pretty much any company. The unhappy people do tend to be a lot more vocal on the internet than the happy ones. However when you take the number of complaints and compare it with the number of customers O2 have it is a drop in the ocean

[jonsie]

There are always going to be people only to ready to complain when things go wrong as is there right.

Customers rarely tend to give praise, it's just the way things are, but make an official complaint and hopefully your problem will be resolved.

It takes less time than you have spent posting and researching to justify your comments.

[Anonymous]

thanks for that bob. just submited the unlock form! thought i was going to have to call cust serv to do that! (and pay for it) takes up to 28 days so glad i got it sorted now.

thats eactly my point regarding a clear cut problem, but they wont acknowledge the payment, thats fine if its not on their system. but to not even take my word for it to investigate further is ridiculous! borderline fraud if you ask me! especially as ive got confirmations from them, which they havent asked to see!

anyway, my bank will sort it, first time i have ever had to dispute a payment through my bank.

[Anonymous]

You're Welcome.

At the end of the day thats what the Banks safeguards are in place for.

Somethings clearly glitched so i'd suggest Just sitting back, de-stress and let the Banks cogs turn.

From o2's unlock pages 

"For Business, Pay Monthly or Pay & Go (subject to acceptance) we'll respond via email within 7 days with the details on how to unlock."

So hopefully you wont have to wait 28 days.  

Take care.