Rant about O2.....

lkk88

Had a big falling out with O2 last night. I have NEVER had any problems with them - have always recommended them and have before left and gone back to them.

Well....my other halfs 18month contract was up 9th Nov so we decided to cancel it and get another new contract via dialaphone to get a free wii. so, we sent off the cancellation letter 30 days + a week before to allow for the post. OH got a text confirming the contract would cease on the 9th Nov.

Well 10th Nov he gets a bill for the next months line rental and calls from the previous month over his allowance (a whopping 8p!!!!) so this is a mistake as line rental is paid in advance (i got out all the paperwork and made sure the previous months line rental covered upto the 9th) so he calls O2. Dippy girl at the other end of the phone is telling him the charge is for Octobers 'allowance' - she agreed that line rental was paid in advance but that the £35 was for the previous months allowance. so i took the phone call and told her to count out 18months from the 1st payment...that makes it 19 months of billing for the line rental when we only had it for 18months. Anyway she was adament she was right and i was adament that she was wrong and she wouldnt put me through to her supervisor. Sooooo that call was ended on me saying i would recheck the paperwork and write in a letter of complaint.... we rechecked and OH decided to call again and talk to someone else. She actually stopped him before he finished and said 'No line rental is paid in advance, you shouldnt of been billed for this so I will cancel the direct debit now and it should get credited within a week to your account. All you owe is 8p'
OMG that was soooooo difficult! I was fuming all night though as the 1st girl just didnt seem to understand that your allowance is included in the line rental. grrrrrrr!!!! :mad:

Rant over!!!!

diamonds

Welcome to o2.....why I left, monkeys are employed by all the networks in call centres sometime you get a pro at o2 but was rare when I left mid 2007

lkk88

Has anyone else experienced problems wih O2 customer services? I'm really shocked as i've never experienced a problem before.

That girl was so irittating because she was so adamant she was right when clearly what she was talking was utter nonsense!!!

heyho_3

You can make a complaint to o2 and I and sure they will sort call their complaints line on 0845 3300684.

My question to you is the grass greener at T moblie? no Orange, the furture is so bright they cant take compaints over the phone, has to be in writing or 3 where all the call centres are in india?

lawbunny

diamonds wrote: »

Welcome to o2.....why I left, monkeys are employed by all the networks in call centres sometime you get a pro at o2 but was rare when I left mid 2007

Some "monkeys" actually use their own free time to help people on these forums, which I can assure you is difficult when we are called down to the lowest by the people we are trying to help. Let's try to remain civilised people!

bringmeshoes

lawbunny wrote: »

Some "monkeys" actually use their own free time to help people on these forums, which I can assure you is difficult when we are called down to the lowest by the people we are trying to help. Let's try to remain civilised people!

i am also a 'monkey' for o2 and i happen to have a degree, it is actually a very difficult job especially if you have somebody ranting at you while you are trying to deal with their account. we all have to learn the job and we can sometimes make a mistake when we are learning. unfortunatley sometimes mistakes happen but please remember usually the error is not from the person you are ranting at

proplusplus

I used to be said 'monkey' - amid all the ranting, i just didn't listen to the ramblings and opted to resolve the problem - easier for everyone, and less stressful for me!

Way i saw it, if you didn't get the problem sorted, the call will just come back! Unfortunately the focus in most companies is on quantity of calls dealt with and unrealistic time-frames. It would seem that so-long as you made the customer happy (irrespective of resolving the problem) then you were doing a good job... until the customer realised they were fobbed off and then came back even angrier.

Number of times i had old ladies saying 'i spoke to Lisa - she was excellent and so nice, but for all she tried she couldn't help me'... bang, two seconds later - sorted. - some people just don't wanna work.

proplusplus

lkk88

I agree that everyone makes mistakes - but you can only learn from them if they are pointed out to you or you realise your mistake! I just hope this girl I spoke to realises before she sparks off a few angry customers as I was pretty narked off! Especially when she huffed down the phone to me!

But overall I dont think o2 are a bad company at all, this is the 1st problem I have had and I think there are alot worse companies out there.....