on 19-01-2024 13:32
Honestly baffled by O2.
I arrived from Virgin Mobile in May, and I used my PAC on December 27th as iD mobile had a better deal.
Immediately, 28th December, my number disappeared from myO2 ... I can still log in but only see o2 wifi as the only service available.
8th January, they manage to take the regular monthly fee. Not ideal, as they could be smarter, but fine: take the fee and then credit back whatever of it is appropriate later back through the direct debit.
So I ring up on the 11th Jan, get through to customer services, they say there's a credit, will be sent back. I also say I need my December bill and final bill. They say yep, log in to get it, I say not possible. They say no worries we'll post you it. OK, again fairly awful but lumbering corporate so no surprises.
I ring up today, seeing where things are at. I am repeatedly lied to that I should login in to my account, I must have forgotten my password, bills are in myo2 etc. Also, without seeing the irony, I am also told by the customer service person that I can't see my bills because I have ported out.
I explain they are lying which he seems quite upset about and then offers to charge me £1 to get all my bills posted to me. I explain I am not paying £1 to be shown a bill that I should have already been provided with.
Eventually he says he's going to apply a good will gesture to my account and then send me my bills (presumably the goodwill gesture will be £1 to net off the cost of seeing my bills). They can't email these so I have to wait 14 days for them to be printed and posted.
Leave 27th December
8th January Direct debit for normal amount leaves my account
19 January, credit not appeared back and no final bill received.
It's not just that it's all so amateur, it's that there are lies involved (log in to download your bills) and clearly the O2 process for PAC and sending out a final bill is completely broken by design.
Chances of me receiving my bills or credit at this point ... fairly low I would guess. Next step complaint to Ofcom I guess?
19-01-2024 13:36 - edited 19-01-2024 13:37
19-01-2024 13:36 - edited 19-01-2024 13:37
In the first instance you complain to O2 https://www.o2.co.uk/how-to-complain
Process is outlined here https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf
There's currently around an 8 week response time from what we hear on here.
19-01-2024 13:40 - edited 19-01-2024 13:41
19-01-2024 13:40 - edited 19-01-2024 13:41
First off OFCOM will tell you to go away as they don't deal with consumer complaints and the ADR won't deal with anything until you have been through the proper complaints process via o2 ( https://www.o2.co.uk/how-to-complain )
And by accusing a CS agent of lying will get the agents back up, and will not want them to help you and your account will probably be flagged.
What you are best doing is calling the Payment Management team on 0800 902 0217 and speaking to them, without belittling the people on the phone... and get them to have a look into it, and to be honest most people port out with out issue...
Also bare in mind it can take 14 WORKING days for the refund to appear back into your bank account
on 19-01-2024 14:07
@MI5 Thanks for the helpful links and notice that complaints are taking 8 weeks to be responded to. I didn't know there was an internal complaints team as customer services and the phone menu did not advise me of that so I appreciate you letting me know.
@madasaf1sh Thanks also for the link, alternate phone number and 14 working days for a refund to be processed.
We are at 16 working days so far from 27th December.
I was very patient (I think the call was beyond the 40 minute mark) before I noted they were lying about what I could see but I'm afraid their approach finally got the better of me.
The port out went fine for me too.
It's clearing up the administrative bits that is a real waste of my time.
19-01-2024 20:34 - edited 19-01-2024 20:35
19-01-2024 20:34 - edited 19-01-2024 20:35
on 22-01-2024 15:54
@Oxonian You are, of course, welcome to your opinion.
When someone repeatedly asserts that I can download my final bill and I am choosing not to after I have explained that it is not possible to access my final bill online then either they are calling me a liar or they are lying themselves.
on 22-01-2024 19:31
on 22-01-2024 19:31
@stusalad wrote:@Oxonian You are, of course, welcome to your opinion.
When someone repeatedly asserts that I can download my final bill and I am choosing not to after I have explained that it is not possible to access my final bill online then either they are calling me a liar or they are lying themselves.
Let's agree to differ.
You were the person on the call and you have reached your view based on the contents of the call. 👍
on 28-11-2024 21:15
Did you get anywhere? Currently going through the same, ending in tears daily because it's so taxing communicating with their hopeless staff
on 29-11-2024 21:06
on 29-11-2024 21:06
A warm welcome @knittedunicorn to this O2 customer to customer community.
If that question is aimed at @stusalad, it needs tagging thus. However, this thread has been dormant for almost a year and @stusalad last logged into this forum on 26 January 2024, so please do not hold your breath waiting for a response. 👍
on 29-11-2024 21:43
Hi @knittedunicorn (thanks for the '@' @Oxonian)
They sent me printed copies of all the bills I already said I had and never sent me printed or electronic versions of the last two months bills, the ones I said I wanted.
They made up nonsense throughout and promised things that never happened.
After the unwanted paper bills arrived, I called twice more, taking over an hour each time but they never did manage to send me the last two bills.
Obviously I gave up, not worth any more of my time pursuing. In fact, it wasn't worth the time I did spend.
I did get my credit back for porting out. Was about what I expected but who knows whether it was right. If only there was a final bill to explain it 🤣
Left a vile taste though. I won't be coming back and I always give my negative opinion of O2 when asked.