O2 Customer "Care"

Babbler

Hello all.

Following an enquiry to O2 as to why my tariff was changed without my permission I got this e-mail. Does it make sence to anyone?

My question was:

Dear Sir or Madam,
Approx 3 months ago I rang to inform you that my tariff had been mysteriously changed from my Genie (£10/month) contract to your off-peak 300 contract (£20/month) around October. I was informed (after holding the line at my cost) that you did not know why this had happened (I hadn't asked for it) and that you will change me back to the Genie contract by end of Jan.

It is now March and, checking my bills online for March-April (advance charging), I have not been changed back and I have not been refunded what is now 5 months of wrongly charged rental (£50)! Why you need so long to change my Tariff back is also a bit of a mystery.

If it were me owing you money I'm sure you would be all over me for it.

Could you please let me know what is being done about this. I would consider changing to the tariff you changed me to IF you give me the same offer you are giving new customers (600 off peak mins + 1000 texts for £20/moth) and a refund.

I have been a customer of yours for over 3 year now (since before O2 was conceived) and would appreciate being treated fairly. I know you're reputation is at stake at the moment following some watchdog reports a couple of months back and I can see why now.

I look forward to your reply.

Yours Sincerely,

(soon to be Orange customer).

The reply was:
Thank you for contacting O2 Customer Service.

I would like to inform you that your tariff has been changed to Online OffPeak 300 on the 10/10/2004 when contacted the upgrade team to place an upgrade order. On your account, your tariff has been upgraded but you have not placed an upgrade order.

As part of the upgrade condition, you are required to upgrade your tariff to one currently advertised on our website. This may apply to you if you currently do not have an MMS/GPRS enabled tariff or you were subscribed to one of our original 'Genie' tariffs.

After checking our records, I would like to inform you that you had a Genie tariff on your account.

If you wish you can change your tariff to any of the following :

Online 50 (with minutes or messages)

Online 100 (with minutes or messages)

Online 200 (with minutes or messages)

Online OffPeak 300 (with minutes or messages)

Online OffPeak 400 (with minutes or messages)

Online OffPeak 500 (with minutes or messages)

Online Offpeak 1000 with Texts only

Please visit our website and decide which tariff best suits your needs then let us know and we will be more than happy to change the tariff on your behalf. You may change your tariff once every thirty days with the change taking effect from the next bill date after we act upon your request.

You can view all our current tariffs at http://shop.o2.co.uk/choosetariffs

For more information regarding the price of any tariff and any other detail on any of the tariffs, simply click the relevant link.

Please take care to understand the tariff before requesting a change.

Once you have decided on the tariff that best suits you, please reply to this email or give us a call at 0870 600 3009 and we will assist you with your concern.

If you need further information regarding this matter, please reply to this email. For further details about O2, please visit our online Help Centre at:

http://www.o2.co.uk/help

Kind regards,

O2 Customer Service.


______

No idea what he was saying

lady_noluck

If you have an O2 shop near you , take it in to them and let them call customer services to sort it out. If they won't ask to use their phone to call them. At least you'll save your phone bill.

Or do what I done and have a quiet word in potential O2 customers ears about O2s service till you either a) get thrown out or b) they help you.
If they do throw you out and don't help you contact citizens advice to see if they can understand your O2 reply, then get yourself a top in a similar style to the O2 staff, stand outside their shop and hand out flyers with your e-mail and reply on to anyone that walks past. People are more likely to take one if they think it's some sort of offer.

Childish I know, but we can't let these big companies get away with mucking us about, thinking they can fob us off with stupid replies!

Oh, and I have no idea what they're saying in their email either.

Babbler

Arrrrrrrrrrrrrrrrrgggggggggh!


Thanks for that. I just got this back in a reply to my query to the encrypted text (from someone else I might add):

Check out the O2 Online Help Centre: https://www.o2.co.uk/help

Dear Vicky,

Thank you for contacting O2 Customer Service.

In relation to your query I can confirm that your tariff will be changed

back to 'SIM OFF PEAK - CONSUMER' on your next billing date. O2 would like

to apologise for any inconvenience that may have been caused and we thank

you for your patience in this matter.

If you need further information regarding this matter, please reply to this

email. For further details about O2, please visit our online Help Centre at:

http://www.o2.co.uk/help

Kind regards,

Kerry Andrew

O2 Customer Service.


_______

I have absolutely no idea who vicky is. My reply was extremely sarcastic:

Hello,

Following your reply please note: I have no idea who Vicky is!?! (see your message below). I am sure Vicky would love to know she has had her Tariff changed. Did she ask for it?

As for me - I am still owed 5 months back rental at half price (£50 total) and would like to know why you are treating new customers better than long standing ones (offering them double minuets and texts for life on the 300 contract). This has to be the worst example of customer care I have ever seen.

I can assure you watchdog has been contacted on this matter and I may contact my local trading standards imminently if this is not satisfactorily resolved soon.

Best regards,

(Not VICKY!)

PS - I think it would be far easier for a service manager to call me to discuss this problem as soon as possible.

_____

How appauling!

Epiphone

Phone them, use saynoto0870 to get a phone number. You'll probably get through to a Leeds number. The guys in the call centre there are pretty good but please be nice to them. You wouldn't believe the number of calls they get where people start the conversation by yelling.

Go over what happened then ask them to read the notes back to you so you know they've got the right information in the system. If you need to, ask for a team leader. Hold the line if needs be, don't take a call back.

Ask the team leader to summarise your problem so you're both singing from the same hymn sheet (and it reinforces if the correct notes have been taken) then ask for your new tariff etc. The emails are generally computer generated so you're best off phoning. PM me if you need help.

BrightonLad

I too had my tariff changed without me asking for it to be changed when i upgraded last october.

i was on o2 400 (400 anytime mins including x-net)

it changed to o2 250 (250 anytime mins inc x-net)

I was living away from home at the time with work, so didn't actually notice until a couple of months later, but i had noticed my bills had been the highest they ever have in the meantime, but thought it was because i was using my phone more as i was 300 miles from home!

I get a 20 % discount on line rental from them, so 02 400 normally costs me £36 rather than the usual 45, and i use an average of just under the 400mins (they roll over so it works out just right when i go under/over)

I still got 20% discount on the subscription for o2 250 but as the tarif is less the loyalty discount 20% is also less. only £7 not £9.

As the majority of the calls i make are at peak times, and to other mobiles (most are not 02 either), if i go over my minutes it can cost 35p per minute.

So where i thought i was getting 400 minutes, only 250 of them were included and i was paying up to 35p per min for whatever else i used, which could be up to 150mins.

150 minutes @ £0.35 = £52.50 = a hell of a lot of money!
(on top of £28 line rental)
Usual phone bill includes no 'chargeable' mins so only pay line rental of £36

I phoned 02 select customer services and was assured that it would be changed back, and what i was owed in calls was refunded to me. great.

no. not so great.

when my next bill came, i was still on the wrong tariff. it hadn't been changed! phoned again and spoke to a woman who said she could see the request had been put in, but the change had not be actioned and wondered why! I was wondering too!!

It has now been changed back to o2400 but i am still waiting for a further refund for the most recent bills.

two more calls later, i was told they'd give the information to the acccounts dept to look at to agree what they owe me, and they would call me back. I'm still waiting 3 weeks later.

I'm only with 02 cos i think the calls are good value. The customer service is NOT good value

If anyone knows where i can get 400mins plus 50 texts for £36 a month, let me know!I'd gladly change tomorrow.