Appalled at customer services for BOTH mobile and o2 Money!!

[Anonymous]

I have been a SIMplicity Customer for more than 2 years, and have had an o2 Money card for more than a month, in which i have loaded a total of more than £300 onto the card. In the last week or so, I have dealt with the most obnoxious and terrible service from both o2's Online Customer service who utterly failed to answer my complaint adequately, and now this afternoon in attempting to call o2 Money's customer service this afternoon (bearing in mind they ONLY deal with customer issues over the phone!) I was kept on hold for more than 18 minutes, and had my call terminated within moments of finally speaking to an advisor - TWICE!!!
This has wasted more than 40 minutes of a day where I really did want to waste any time at all. I am so completely angry and dissatisfied with this service, I'm actually considering ending all of my associations with o2. This is completely not the poor standard of service I've come to expect from a company I've otherwise been considerably happy with in all of this time. Last week I could not get a number I urgently needed last week from 118202's directory service because their computers were broken, and the advisor (who was not at fault personally, of course) actually had her terminal freeze on her - during a call which even contract customers like myself HAVE TO PAY FOR! I am currently receiving at least three times every week different texts and service messages advertising adult and pornographic services to me, which I've no interest in whatsoever. And now, on my o2 money card there's a discrepancy in the card's balance which I cannot verify, and a concern about whether i've yet received the £5 loyalty reward offered on the card, which I also can't get answered for me - because apparently a perfectly civilised customer doesn't get to speak to an o2 Money advisor over the phone!!!

I wish to take the fullness of these concerns to the Chair or CEO of o2 / Telefonica, but I do not know how to, or what other ways of making my complaint would be best. Trying the simple route through o2 mobile's CS call centre doesn't even offer appropriate options (besides perhaps "If you're thinking of leaving us"!) and of course there's no point in me trying to call o2 Money again, if i'm just going to be put on hold for 18 minutes and then get cut off, again.

Can anybody please offer some sensible advice? I'm going out of my mind here!

[adamtemp64]

Yes

Send an email to

ComplaintReviewService@O2.COM

with all te relevant details.

You will get an auto response and then should hear in a week or so.

Ensure to put account details and dates and times you had problems.

below is the respons I got asking for the details.

Good Afternoon Adam

Thanks for getting back to us.

Adam, I'm sorry to know that you want to make a complaint. You can send your complaint email to

complaintreviewservice@o2.com

.

If you want to complain in writing, please post your written complaint to:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP
More information here : How do I make a complaint?

You'll need to include the following in your complaint

your name and address
your mobile number
a daytime phone number
details of your complaint
a suggestion of what you'd like us to do to put things right.

If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of managers you've spoken to.

You can also fax your complaint to 01133 881 153.

Our team will review your complaint and contact you with their findings after receiving it.

I hope you'll find this information useful.

Kind Regards

[perksie]

Have a look here:

http://www.o2.co.uk/assets/O2HybridNav/ ... iceNew.pdf

There is a section marked "If things go wrong".

[Anonymous]

Just as an aside, the calls for o2 money card go to natwest, they are nothing to do with o2.

Also with the texts you're recieving, you wouldn't get them unless you (or someone else) signs your number up to the service, you then have to opt out by texting stop to the short code.

[Anonymous]

While I understand the frustration of trying to talk to someone regarding complaints it is not o2's fault that a computer should freez or a server plays up. Electronic equipment will now and then play up to blame o2 is rather unfair. As regard to the unwanted text as a member has alrady pointed out they are nothing to do with o2, do you seriously think a company like o2 are going to send out text messages of that nature. I am not defending o2 but if people want to post on a forum like this keep to the facts.