Problems with O2

tomwalker07

Recently my mobile phone was cut off due to the direct debit failing (a cheque took longer than anticipated to get posted to me so I had no money to pay).

I have tried to get in contact with o2 via their email tool on their website but have so far had no reply. I paid what I was owing on tuesday of this week and the money has gone from my bank.

I've been trying to get in contact with them via email all week (I hate having to conduct business like this on the phone as you always seem to get passed from operator to operator) but have not had any luck getting through, all I receive is automated messages saying that the customer service team will be getting back to me asap, usually within 24 hours.

Is this the usual when payment fails? It's the first time I've ever failed to pay a bill on time, and I've been with o2 in one form or another for over six years.

Would I have any luck with threatening to cancel my contract due to this (lack of) customer service?

DarkConvict

My DDs with vodafone kept failing, so i kept getting letters/text warning to cut me off, turned out my branch were preventing the DD but the general customer services couldn't actually see that stop in place so it couldn't get removed.

Have you tried using your phone to ring 02 customer services? I believe the number is 202.
Failing that you might try complaintreviewservice@o2.com

OneADay

202 is not going to work if the phone is cut off.
Best option is to ring them on 0870 241 0202 from a landline.

tomwalker07

Yes, I've just tried but can't get through.

Will have to give them a ring when I get home later this evening.

OneADay

Its the best option, phone them in less busy time of the day, that number is available to 9pm, so sometime between 6 and 7 I suggest.

Once they re-connect you, just whine to them about having to spend hours and hours and hours on the 0870 number and am sure they will give you a tenner credit. :rotfl:

spike7451

DarkConvict wrote: »

My DDs with vodafone kept failing, so i kept getting letters/text warning to cut me off, turned out my branch were preventing the DD but the general customer services couldn't actually see that stop in place so it couldn't get removed.

Have you tried using your phone to ring 02 customer services? I believe the number is 202.
Failing that you might try [EMAIL="complaintreviewservice@o2.com"]complaintreviewservice@o2.com[/EMAIL]

You are'nt with Abbey are you?That happened with,of all things,my car insurance!

DarkConvict

Nope, royal bank of scotland, the branch put a block on, which no one else could see. To be fair its the only explanation for it failing, no one can even see any block on the account. The bank states vodafone tried to take the money but then stopped part way though, and vodafone accounts state the DD return code was insufficient funds. In the end i moved to abbey where it worked, but due to poor customer service and taking over 6 months to setup a student account (which was never completed) i moved to A&L and I am happy. Although no paper statements, it seems ok.