o2 very bad customer service.what can i do?

pablo000

on the 8th september i called up 02 to check the details of my bill, i was informed by the person i spoke to that my bill had been recieved from my bank account and i was now in £35 pound credit, so my bill generated on the 27th of september would have 35 taken from it due to this credit, i then noticed on the 12th of september that i was in debt with o2 of around £80 so rang them to see how this was possible as i was told on the 8th that they had taken a payment from my account, it was looked into and turned out that the info i was given on the 8th was incorrect, but as this was there mistake not mine, they would honour what i was told and correct my account to that state (£35 in credit that would come off sept 27th bill) when the bill dated 27th was generated i notice that these corrections had not been made and they was requesting more than i was expecting, dispite me having a bill for that date that says no balance was brought forward and the bill was £17.86 when i call to make payment thay ask for more than what is stated on my paper bill, i have rang them several times about this issue and i get told it will be looked at and someone will call me back. but no one ever calls back, i have a letter and an email that conferms all that is due is £17.86 from 27th of september and what ever my bill 27th oct is, yet they are charging me alot more than that dispite several recorded phone calls an email and a letter that conferm any amount from before 27th sept was being removed from my bill and my acount should of been in credit of £35, they told me this would be honoured as it was there mistake not mine, now they seem to not be doing that, and i have several different bills for the same date, this is unclear billing and is leaving me in a debt thats getting bigger as they have, for 2 months, delayed looking into the issue for me, im sure unclear billing and mistakes like this that they keep making are a breach of contract on there part


any advice?

DUTR

Try including the important bits and leaving out the unecessary bits
What is your usual monthly tariff? And does this differ widely from what you usually pay?

pablo000

its often around £35, my main problem the bills im being sent and the amounts im being charged when i call to pay are different, i have 3 bills date the same but all with different amounts............. this has to class as unclear billing?

Wintermute

Finding this one a bit difficult to follow, try going to http://www.o2.co.uk and login (use the forgotten username and password option if you don't know what they are). Select "View mobile bill/balance" and then "View and print your latest bill".

The interface you now see will be pretty much identical to how the advisor on the other end of the phone will see your bill, on the left hand side click "Payment" then "View my payment history", this will show if you're in credit, how much is outstanding and all of your previous payments. Hopefully this will clear things up about what's going on a bit, if you still don't know what's going on with your bill call O2 while you're at your computer (dial 202) then completely ignore the options and press 2, 3 then 0, this should get you through to somebody employed directly to O2 rather than somebody who works for an outsourcer. Stay polite, but ask for an explanation of what's going on with your bill, mention that you've called before (but don't try and go into it too much unless asked) and you feel like your going round in circles.

I think your main problem is when you've been phoning up you've probably been speaking to somebody who works for one of the outsourcers that O2 employs to handle the vast majority of billing calls, they're fine when it comes to the simple stuff, but due to the high turn over in staff and the amount of part time workers they don't have the training or experience. The technical people tend to be employed by O2 directly and have a lot more training and experience.