Big Big Problems With 02

pug_in_a_bed

oK, shocking problems with 02 at the moment, possibly the worst customer service we've experinced in our life.
Boyfriend had contract with O2 , bought from an 02 shop -this means O2 Uk.
Changed phone/contract by getting one from O2.CO.UK-- this, apparently, is entirely different, ie O2 online operates as a, seemingly, separate company (we think, still confused)...which is how the trouble began.
basically, to keep his number etc, was told would need to be transferred over from one to the other, which kept not happening...what did happen though, was they sent him a bill for £200, debited him for it...by now, they owe him approx £500 quid, by mixing up these different branches of 02.

Been dragging on for months, every time he rings up, there are no records of his preious conversations which at different times have previously resolved the issues...the best was the other day he requested all his details, phone conversations etc (god bless freedom of info act!), and then asked for an address to write to...the operator hesitated, began giving address really slowly, then admitted he was making it up, as he actually had no idea how he could complain.

whole thing is out of hand, the woman who was sorting it is now never available, or we are told she does not work for O2. He never recieved the puk code she promised which would have sucessfully changed the phone over, and eventually enabled a refund. When he calls up, we have the problem of making the operator listen while he explains that no he isnt an O2 uk cutomer now, he's O2 online.

we tried going into the shops, who just ring up o2 and then teh whole business is repeated

they are absolutely incompetent, plus they owe him a barrow load of cash...suggestions? how on earth can we getin conatct with head office, or someone willing to sort this out
idefinately nominate O2 for the worst cutomer service provider i have ever encountered....!

trafalgar_2

"Our Customer Service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You'll find all the details on the back of your bill. "


The address to write to is on the back of your bill ,write don't phone ,register /recorded letter as proof and keep a copy too ,send it to the complaints dept first,they will respond then but make sure you give as much detail as possible (and how many times you've tried to resolve it) ask them for the managing directors name as you have complained previously and wish to take it further.
That usually lets them know you aren't going away

trafalgar_2

I've also found their address and if you scroll down it gives you the CEOs name

HERE

good luck:)

Iona_Penny

I had similar problems with O2 and shop and by phone not same business. After having handset repaired when only 3 months old necessitating trip into town it developed same problem. They agreed to replace but courier did not come despite someone waiting in all day.
Customer services were unhelpful and even cut me off-sadly I had to hand over to hubby and give permision for him to talk on my behalf. He insisted on speaking to someone higher and got a managers number-the phone arrived by courier that night. I cannot praise this woman enough and will post her name and number if Traf. thinks it ok as she is bound to get shed loads of calls-perhaps that would let o2 see how crap their customer service is and give them a kick up the !!!!!!?

pug_in_a_bed

that would be really helpful, perhaps maybe you could pm me with the details in case its not ok to post her up here?
thanks all, will let you know how we get on

Ali_Bali_2

i've had lots of problems with 02, and wrote to CEO Peter Erskine at their main address (from mm02 webpage) i was contacted by someone in the complaints resolution dept (Removed by Forum Team) and it is now almost sorted (very complex) all i can say is good luck at least 02 is better the phones 4 U
15 phone calls, 4 emails, 2 letters and they still can't get it right.

pug_in_a_bed

hi

we are still having the same problems with O2.
the smmount owed to the OH is somewhere inthe region of £850 now.
He asked for the record log of all calls/complaints/names of operators etc which they are supposed to send out to be posted out to him months ago. never recevied.

we suspect, judging by the previous failures to pass on info when tried complaining, that this requestwas never passed on

the really useful numbers for managers pm'd to me etc are now just answer phones (they've obviously got wise to the numbers being passed round).

he spent a bloody fortune on this video phone but cos they still havent corrected his account and swapepd it over he hasnt been able to send photos/vides etc since it as purchased.

what else can we do??? any more numbers we can try??

gk172

Head of Customer Satisfaction at O2 is (Removed by Forum Team) - (Removed by Forum Team) - (Removed by Forum Team)

Taken from another forum (phone forum) you could try but good luck as i have heard 02 online customer support isnt very good.

Murtle

Personally - I would admit defeat with dealing with O2 if possible as this appears to have been going on for most of 2005 and contact OFCOM - the regulatory body for Telcoms and see if they can help.

http://www.ofcom.org.uk/advice/contact/tel_issues/


All the best

k_sta

I had a string of problems with o2 about some roaming charges they wanted to hit me with.

I talked my ears off with them and went through to their complaints department and got the run around that went on forever.

I got sick of it and complained to OFTEL. Next day someone from another department (the real compalints dept) called me and fixed it on the spot.

You get no service from customer service for complaints at all. they simply give you continuous BS.

K