Dear o2,
I've always been happy with the service you provide and until now have not encountered any problems.
Last month I contacted the online chat team to ask them so change my direct debit date from 20th of every month to the 1st. This was around mid-July. I did not expect the bill for that month to be changed as it had already been generated on 6th, as it does every month, but I was informed that after this the payment the date would be changed. This has not happened. So today, I got back in contact with o2 via the online live chat to query this. They have no record of the July converstion and are therefore unable to assist further. So I then asked whether they had any record of previous conversations I've had dating back to February last year, conversations that I've email evidence of. They haven't and explained that it's possible that the conversation wasn't saved successfully. How does this work? Surely everything is logged as a mandatory measure for problems like this and as a point of reference?
As it happens the account that I use for my bills has now gone overdrawn and I'm likely to incur charges. Obviously I can raise a direct debit indemnity and pay you manually for it, but it doesn't escape the fact that there's a massive service failure here. Your staff and the channels with which I can access my account are great and as I said I haven't had a problem untill now. However this issue seems a rather large one that needs addressing, and coupled with the signal problems I experienced last month, means that I've been left questioning o2's ability to actually deal with my problem or query effectively. After all, the purpose of direct debit is to make things easier for us both rather than harder.
It's ironinc that I filled out a feedback survey in mid-July after the conversation stating how happy I was with the service you'd provided, however you have no record of it and now I'm left unhappy.
If someone could get back in contact with me and explain what's happened then that'd be great.
Yours faithfully,
Nicholas Owen
