O2 - totally incompetent - end of tether

RedBern

Hi,
my DD upgraded her mobile - O2 wouldn't give her a good deal (although she'd been with them for 5 years on contracts) - unless she bought a £30 'dongle' she had no use for. In order to get the cheaper contract you agreed. She had the new 'phone, didn't like it and decided to send it back. She sent it back with the sticker on in a freepost envelope. She'd accidentally left the dongle at my house, so I posted the dongle back the same day from here - with her details inside the envelope.

She's now been charged by O2 -:mad: when she rang them to query this, they said they haven't received the dongle. I sent them a fax with the cert of posting (I know - should have had it signed for but hindsight is wonderful!). They have linked the fax to the 'phone - even though she was told that they 'scan' the barcodes on items returned in the freepost envelopes. They have confirmed they have the phone but are denying they've got the dongle.

My DD has spoken to customer services 6 times this week about this - each time being on the 'phone for over 30 minutes. :mad:They just repeat 'can you send us a fax with the cert of posting' (we have - twice) and that the fax of the cert has been linked to the 'phone.

Any ideas how to get through to them that there are 2 items here - separate but together - that they have in their possession??:mad: (she's got steam coming out of her ears at the moment):mad:
Any real e-mail addresses or non 0845 contacts gratefully received.

john0612

http://www.saynoto0870.com/companysearch.php

sorry link not worked, just search for o2, there are a plenty.

Kavanne

I thought you could call O2 for free from your O2 mob?

RedBern

Kavanne wrote: »

I thought you could call O2 for free from your O2 mob?

I'm sure you can - but it takes ages to get through to a person!

iwanttosave_2

Sounds like maybe when they are looking for it they might be searching for the whole order.

Are you able to get your daughter to go to store? They will go through to their helpdesk on your behalf meaning its free and they can try to sort it out.

stephenc87

Do you have proof of postage for the phone aswell? You could get that faxed into someone and that proves you sent two parcels in, so they could try work it out from there?

[Deleted User]

You should never, ever fax stuff. It's so damn easy for the recipient to claim it got lost. Email and recorded post are the way to go.

RedBern

managed to get a different fax number and name -including a managers name - so have just faxed it again (3rd time!) and requested they get it sorted out...

RedBern

absolutely incredible - faxed it again to a named person - didn't ring back although they promised faithfully. Heeeeeeeeeeeeeeeeeeeeeeeeelllllllllllllllllllllllllllllppppppppppppppppppppppppppppp:mad::mad::mad::mad::mad::mad::mad:

RedBern

my daughter wrote to O2 last week - sent letter recorded delivery and checked earlier - it was delivered on 21st May. Asked that they ring her - to date she's not heard anything from them - nothing in the post.....:mad::mad::mad: How do they get away with such poor service?