Need Help With O2 Compaint please at my wits end!!!!

katiet123_2

Hi everyone
was hoping for a bit of advice. I took out a 24 month contract with o2 in july 2009 - the deal was 600 free minutes and unlimited texts. I recently spilt a drink on my phone and was advised by my insurer to obtain a proof of purchase from o2 so i contacted them to request this on 3 occasions. Shortly after i received my phone bill which was larger than normal i went online to view my bill as i was alarmed at this and i noticed that i was only getting 300 free minutes instead of the agreed 600. So I contacted o2 by phone and the advisor told me this had been going on quite a few months and he would arrange for me to be credited- this never happened i had to call a further 5 times waiting for like 40 minutes each call only to be advised of the same thing - that i would be contacted in a few days and that it would be rectified which never happened. In the meantime i had still not received my proof of purchase which again i was assured was on its way. 5 days before my dd was due to debit i contacted o2 and asked them for some advice they advised me to cancel the dd as the credit had not been applied and the bill was inncorrect i spoke to 4 further agents after this as i had no contact from o2 at all and i asked them to be sure my phone would not be cut off- The phone was then cut off a few days after for 5 days in the middle of planning my wedding resulting in me loosing two bookings as i had no means of contact as my fiance was away from home i was devestated i contacted o2 via email to complain they switched the phone back on and have credited me a ten pounds goodwill gesture?? They have since refunded 86 pounds but to my calculations this is still inncorrect and they owe me more and to add insult to injury they emailed me the proof of purchase 2 weeks too late so i was unablew to proceed with my insurance claim. I wrote a complaint by email advising of how upset i was and i feel that they should repair my phone - they declined am i being too picky or do u think 10 pounds compensates this???

bengal-stripe

You might want to post that in the "mobile phone" forum as it got nothing to do with credit cards.

http://forums.moneysavingexpert.com/forumdisplay.php?f=14

lucylucky

Make sure you cancel the contract now and leave.

They have mucked up it will cost you nothing to go.

katiet123_2

oh sorry im new thanks x

notafan

Hi

Give this guy a go and be persistent;
[EMAIL="ronan.dunne@o2.com"]ronan.dunne@o2.com[/EMAIL]

Its the chief exec for o2. Granted it'll get fobbed off to somewhere else and its unlikely he'll reply directly but you'll probably at least skip out a couple of layers of pointless call centre bureaucracy.

Its down to them to keep you as a customer. If they've been that awful though get what you can and then bail. The only way the vast majority of companies listen is through the bottom line.

sharpy2010

And make sure you get someone to spell check the complaint before you send it as well.