02 problems

Argyll_2

I purchased a 02x1b mobile phone from 02 online at the end of Nov 05. I was told I would receive an additional 10% on top ups every three months on top of the 10% I was already receiving every month, which equates to a total of 20% on top ups. In addition I would also receive £25 in call credit.

I'm still waiting for the £25 in call credit and I am at the end of my tether! I have called 02 twice only to be initially told that it was either one or the other and as I had accepted the extra 10% top up then I would not receive this £25! However when I pushed the issue then they finally admitted I should have received this £25. They assured me I would receive this soon which was around the 9th Jan 06. However I still haven't received it!

I called them today and low and behold they have told me the same thing again about receiving one or the other! They are looking in to it however.

Basically I feel as if I've been conned and they lied to me to accept the offer which they are now retracting. Has anyone else had a similar problem with 02?

scotsblood

All sorts of problems!!!

Firstly the contract actually set up differred to the website offer, it took two months to get them to admit the wrong setup had occurred, they never managed to change it however!! Possibly due to;-

On no less than fourteen attempts to take direct debit payments using account details that did not match the ones they supplied to my bank! On eight of those attempts the ammounts they attempted to claim were different to the bill details showing online. My bank, Natwest, got so frustrated with O2 they even sent a letter of complaint themselves.

After ten months of the contract, when they actually only managed to collect payment for three bills they finally agreed their serevice was "bad".

Communication with them is nigh impossible via the online system as it appears the messages you send are never routed to one person, or even the same call handling centre, to deal with no it was impossible to get a single person to understand the problem entirely.

Eventually I spoke to one of the "specialist business handlers" who agreed the file looked "a complete disaster" and accepted an immediate cancellation, including write-off of all monies owing at that time on the basis of O2's failure to provide the service they were contracted to do was better than me proceeding to go to the press, courts, regulator etc

A very bad experience altogether with O2 online. :mad:

kenshaz

They cannot lie,log aa official complaint,and note the complaint ref number ,the persons name and ext number,and ask to speak to the team leader to log the complaint,insist that you speak to him/or her no matter what the initial call centre operator says,they will investigate and ring you back,if you are still not happy ask for a letter of resolution.

Argyll_2

kenshaz wrote:

They cannot lie,log aa official complaint,and note the complaint ref number ,the persons name and ext number,and ask to speak to the team leader to log the complaint,insist that you speak to him/or her no matter what the initial call centre operator says,they will investigate and ring you back,if you are still not happy ask for a letter of resolution.

Yeah thanks I've already done that. I told them I spoke to Glen before and he's going to speak to him and he'll get back to me. However this has happened twice before when they admitted a mistake and then I never recived my credit and when I do call back it starts all over again!

I'll have to wait until he comes back to me. Thanks.

random456

see the thread where someone asked what their cust service number is-the one i posted is o2 complaints, above your normal customer service and much more helpful.

random456

and if you are entitled to the credit you should get it there and then, thats what i did after complaining about their normal cust service and phoning the complaints line.