02 nightmare, any advice please? :)

fwog

Hi everyone,

Bit of a nightmare this one

I went to Crete two weeks ago. Before I left, I called 02 to confirm the call costs whilst abroad. They relayed the charges to me and as I have a Black Berry, I thought I'd take another phone to avoid data charges.

Landed in Crete, received the welcome text to confirm charges. Then nothing, the phone wouldnt let me dial out or recieve calls for the whole duration of the trip. On my return (Tuesday) I found out 02 hadnt been collecting my direct debit from my account for 3 months I called and asked why they hadnt queried it on the first month, they said it was a technical hitch.
Ive lost work through this as Im self-employed and people have called my number ,not to find an answering machine but a dead tone :mad:
02 cant be less concerned, the guy on the phone said he'd offer two weeks free line rental, and I pointed out this was a minimal 'good will' gesture as I'd been without the phone for that time.

Im really peeved about this. Ive paid the outstanting in full (there wasnt any issues with the money) but even though Ive been onto them through a landline to an 0870 number for over two hours, and been intouch with their resolution team, Im still felling hard done by.
Has anyone else came across this? Or has any advise on how to complain in the most bitter terms possible?

:mad::mad:


Many thanks for looking


Fwog

Walkinshaw

Matthew.Key@o2.co.uk

If he's still the CEO - complain to him He'll get it sorted out.

MRC_2

At the end of the day, you failed to make a payment for 3 months. It is your resposability to make the payment, as much as it's o2's repsonsability to retreive the payment.

To be honest, I think the 2 weeks free line rental was really good of the agent to offer you that!

MrRincewind

Got to agree with MRC on this one, If you don`t have a business rental deal, There is no way they will refund you for lost work or factor it into any gesture of good will either.

Can`t see anyone "getting it sorted" no matter who you email, You may get a slight increase in any offer, But not relating to lost work i`m afraid.

fwog

Thanks for the replies. :T

Im not really worried about loss of business. I was just trying to underline the ludicrousness of the situation, I didn't notice the payment hadn't been taken ,even though I'd set up the DD with 02. Its tantamount to doing 02's accounting for them and being penalised (as I have ) for not informing them of not doing their job. :rotfl:
They didnt call or e-mail to say there was a problem with the account ever. I had been in contact with them 4 days before leaving and no-one said 'Oh, there seems to be a problem' It just seems a really naff service. Ive been with them for over 7 years, but lately, they're dire.

The reason it really peeved me was they had admitted it was their fault. In effect they're saying ' We're in breach of contract with you, but we dont really give a monkies, so reward us for pathetic performance by paying us the full amount'

Fwog

M4RKM

I check my bank statements monthly, I get an e-mail monthly from o2 telling me what amount is going out. I can check my o2 bills online, and see that a payment has been received.

if you don't do simple things like check your statement to see if you've paid a bill, or even easier, check the bill that you get, to see

previous balance
new calls
payment received
new balance

then, who's fault is it... things wern't set up right, ok, i understand that, but if they haven't taken a payment, and you haven't attempted to pay by other means for 2 months, then it's a shrug of the shoulders and accept what they give you for free..

M

fwog

Im getting the impression alot of 02 workers post on here

As I said, I don't expect people who pay my wages to wipe my behind (in you will excuse the euphemism)
I dont check my statement as you'd expect a multinational to be able to collect a simple DD. Thats why I pay by DD, if I wanted to inspect all transactions and had the time to do so,I'd pay by card monthly.
I still feel as though they're under performing as a business, I wouldnt expect to operate in this manner, ergo, 02 should do a bit better ......I think.

Thanks again for the insights.

Fwog

iwanttosave_2

Where I work as a security check we ask how much their last invoice was, and often get "dunno, just goes by direct debit innit". What utter mugs, we could be ripping them off left right and center and they don't know, more worrying, they're obviously not checking their bank statements!

If your direct debit for council tax hadn't gone out for 3 months would you expect them to give you money off?

You don't actually say what you want them to do.

fwog

iwanttosave wrote: »

"dunno, just goes by direct debit innit". What utter mugs, we could be ripping them off left right and center and they don't know,

I think your in business?, or would I be correct in saying, as someone doesn't check the agreed rate, Im within my rights to take as i wish? I thought that was against the law.I may be mistaken

Its a sad state of affairs when call centre staff are trained to think that being complicit in fraud/mis-accounting is good business.

Fwog

iwanttosave_2

I said could be....but thanks for twisting it in your own way, puts a good spin on it.

Like I said about the bank statements, anyone could be using their details to commit fraud and they don't know. If they don't care though more fool them.

fwog

iwanttosave wrote: »

I said could be....but thanks for twisting it in your own way, puts a good spin on it.

Sorry no spin intended, just reading what you've written.

Its just sad ,as I've said, that you cannot trust a massive institution to honour their commitments or collect a DD.
Thousands of people employed, but on-one thought it would be courteous to call a long standing customer before cutting off their phone. I cant see why the onus is being put on me to follow up 02 procedures? It undermines their integrity as a competent service provider.

Fwog