How can I complain about 02?

Foolah

Over the last few months I have been in endless contact with 02 about my bill and mistakes that have been made. It has come to a point where I have had to phone up every month to query something on my bill and that should not be happening.

Over these bill months I have charged for extras I did not ask for and have seen bolt ons added, through mis-communication. I phoned up and ask for 500Mb of data, they add 100MB of data. I phone up again the bill month after or before ask for the same and they give it me, then my bolt-ons have changed for the next few months from all-rounder to the works, etc.

To add to this, it has took weeks and weeks to resolve some aspects of it and it generally did my head in (there was other mistakes too).

After having to make these complaints on a monthly basis, they kept crediting my account with numerous amounts and they was all OK and perhaps one or two a bit too over generous (£46 credit), but in general I am fed up of them.

The last straw was a couple of days ago when I had to query my account once again. I said to them that there was a credit to be added to my account (for yet another mistake) and it wasn't showing up on my bill. After speaking to them a total of 28 minutes on the phone, they was unable to find this and I felt like a liar to be honest. The 28 minutes consisted of speaking through the problems, then after 21 minutes holding to speak to a manager, then the advisor coming back on the phone and saying that the manager will phone me back in 30 minutes, of course they didn't.

So in general is there anything I can do about this? I have emailed 02 about this and they haven't got back to me yet and my bill is overdue. But at this point I am fed up with them and would really like something to be done about it.

Thanks in advance!

grumbler

https://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?New,KB=Companion,question=ref%28User%29:str%28Mobile%29,CASE=13668

They have 5 days to reply.

After exhausting the internal procedure complain to the ombudsman.

And it's better to pay the bill, then to claim the money back. Otherwise they can report the missed payment to the CRA.

skea56

I have had exactly the same problem - I have had to phone up about incorrect billing every month since last October. They do fix the problem almost immediately and I have a credit note out within a week or so, but the next month I've to phone up again for another c0ckup. FInally this month's bill arrived on Wednesday, which was correct for the first time in months, only to realise that the credit they had sent me out was about £8 short as they had charged me for an iPhone bolt on even though I had changed phones with them the previous month.

It would be interesting to see how you get on with complaining. I will leave it until next month's bill to see if they can get it right and then decide whether to take it further.

I don't think I would complain as such, as they have always rectified the bill without any trouble, but its the hassle of having to ring every month without fail for something I have already alerted them to the previous month!!

sk56

Buzby

Your ultimate sanction it to see out your minimum term and leave, after all how much can you take? If you are asking can you end any commitment prematurely, the answer is no. However, as you will see from comments here no network is immune from similar problems, Since much of your ire is due to miscommunication, you may find a web-based provider better.

Foolah

Thanks for this guys.

As mentioned I phoned up about this and got told that a manager would be ringing me back within 30 minutes, never happened. I emailed in the next day and didn't get a reply.

On the phone now and they are still not helping. Sigh.

dunramblin

Hi
I think the customer service team are trained to be obtuse and unhelpful just so you go away. I've been trying to get them to help me :

Check this conversation out :
Welcome to O2. Someone will be with you soon.
You're through to O2 Rep.
O2 Rep: Hi I'm O2 Rep. How can I help?
Dunramblin: for the pay and go connected to my account (my wife's phone) , she had over £20 on the phone on Friday before we left for Italy. Her phone was turned off for the entire time we were in Italy, apart from 5 or 10 mins (00000000000) and now she only has £6 or so left. Where did all the credit go please ?
O2 Rep: Hi, I have read your query.
O2 Rep: Can I know the date she went to Italy?
Dunramblin: 4/5/12 @ 18:00 to 8/5/12 until 17:00
O2 Rep: Okay.
O2 Rep: I'm checking this.
O2 Rep: Thanks for waiting.
O2 Rep: I can see that £21.50 deducted from your account on 24/06/11 for SIMUNLTEXT300MINALLROUNDER tariff.
O2 Rep: Don't worry. If you don't need this tariff then I can remove it and credit back the amount to your account.
Dunramblin: I don't know what that is
O2 Rep: This is the tariff add on her account. With this tariff she get Unlimited Text + 300 minutes + All Rounder Web (500MB + Wi-Fi + 20 MMS)
O2 Rep: Its cost £21.50.
O2 Rep: Anniversary date of this tariff is 24/06/11 .
Dunramblin: so if you remove it, what will she be left with ?
O2 Rep: I'll credit back £21.50 in her account.
Dunramblin: you've lost me. I want to know where the credit went at the weekend please
O2 Rep: I'm explaining you.
O2 Rep: One tariff is activated on this number.
O2 Rep: On the anniversary date of the tariff it take the money from your call time balance to make it activate.
Dunramblin: what has that got to do with the weekend ?
O2 Rep: It'll automatically deduct from the balance.
O2 Rep: It done on the anniversary date.
Dunramblin: ok I am not understanding you. You said above anniversary date is 24/06/11 .. what does that have to do with 08/05/12 ?
O2 Rep: Give me a minute please.
O2 Rep: Thanks for waiting.
O2 Rep: I can see that your wife topped up on 6th April with £50 and she was charged £21.50 on 6th April and now after 30 days she has again been charged £21.50.
Dunramblin: yeah so that's £70 in one month
Dunramblin: £71.50
Dunramblin: is there something wrong with her setup ? all she does is mainly txt people
Dunramblin: where has the £71.50 gone ?
Dunramblin: is there a way I can see what phone usage has been ?
O2 Rep: Let me explain you this.
O2 Rep: The account was topped up with £50 on 6th April and she was charged £21.50 on 6th April which is for the last month and for this month she has been charged £21.50 on 6th May which is valid till 6th June.
O2 Rep: so, in total she has only been charged £43 since 6th April and she still have £6.66.
Dunramblin: so why £50 on 6th April ? and £21.50 for May ?
Dunramblin: why the difference ?
O2 Rep: She wasn't charged £50 on 6th April Dunramblin, she topped up with £50, however, she was only charged £21.50 last month and £21.50 now.
Dunramblin: it was set to auto-topup
Dunramblin: so she was charged £50
O2 Rep: I'll check this for you, give me a minute.
Dunramblin: thanks
O2 Rep: I can see that account was Top-Up twice.
Dunramblin: yes
O2 Rep: However the auto Top-Up account closed.
Dunramblin: yes I just closed it
Dunramblin: there is something not right
Dunramblin: this has happened before as well
O2 Rep: I'm sorry, it seems that due to some system error, she was charged £25 twice, however, as this balance has now been used for the Simplicity tariff, if you don't want to continue using this Simplicity tariff,I can add your £21.50 to the call time balance and the new balance will be £28.16 which was earlier.
Dunramblin: ok, but this has happened several times and as a result I would like to see all of the data for this account. It does not seem possible to do this online, so I am requesting all top up information from the date my wife's phone first started using O2. Can you do that for me please ?
O2 Rep: You can request for the account details online,I'll help you with the link.
Dunramblin: ok thanks
O2 Rep: Please click here
O2 Rep: You're welcome.
O2 Rep: Is there anything else I can help you with?
Dunramblin: so are you going to refund the double auto topup ?
O2 Rep: I'm sorry. As the account already Topped-Up we can't refund the amount.
Dunramblin: I want top-up history, the page you have referred me to is something about info o2 has stored on me and cost £10
Dunramblin: I want complete top-up history for the phone please
O2 Rep: You can get it with the above link.
Dunramblin: please explain where on the page . thanks
O2 Rep: You need to download the form coming up on that page.
Dunramblin: I have to pay £10 ?
O2 Rep: Yes, you need to pay £10 for getting these details.
Dunramblin: ok O2 Rep, I know it's not your fault, who is the best person to contact regarding a complaint ?
etc

So they admitted they made a "system error" by taking 2 x £25 and then they won't give it back ! that's theft ! and if I want my entire top up history to check over their mistakes I have to pay £10 to get it ! even more theft !
Grrrrrrrrrrrrrrrrrrr

esmecullen

Can I join the club? Same here, but errors on my bill every other month.

Request that I have a call back from a manager as the billing team members I have spoke to do not know their a*se from their elbow. told I will get a call back shortly........................ 4 weeks and waiting:mad:

Web team are about as much use as a chocolate fire guard,

Complaints Review team............. well had a call from them today (3 weeks after 2 letters) who basically said I can leave with no penalty if I send the phone back. Fine I say........... but I want that I writing, not in an email, it must be an actual letter................ there is no mention that they value my custom and want to keep me.

What is going on at O2?

Well if the letter comes and it says that I can terminate with no penalty they wont see me for dust.

10 yrs with O2, just shows that loyalty counts for nothing!

O2_Company_Representative

Hi Dunramblin,

Sorry to hear you're unhappy with your experience so far.

Have you spoken with Customer Service at all? If so, did they manage to get this resolved for you?

MsBooty

Where do I start with my frustration about the appalling service that I have received from 02 in the past 11 days since starting a new contract with them. :mad:

In short:

• Was with 02 for as long as I can remember – minimum of 10yrs - I went to giffgaff as they offered a good deal.
• Came back to 02 within a week – started new contract 10th May.
• Despite length contract application on online chat and esplaing I had my own Iphone, was sent incorrect sim on 12th May.
• Replacement sim received 16th May
• 16th May requested – (via online chat) to port my old number from Giff gaff. Told it would take 24hrs.
• 17th May – not done – online chat advised I should have been told 48hrs.
• 18th May – not done – online chat – put request through again. Advised be done on 21st May.
• 21st May – not done, emailed complaint, received phonecall and was assured it would be done today 22nd May.
• 22nd May, number not transferrred but even worse, my old number which I had the sim in a spare phone has been disconnected, so I have not been contactable on that number all day
• I have just spent just under 1½ hrs (to add to the 3hrs 58mins – calculated from the transscripts from all chats since entering into this contract) online chat to be told that none of the previous requests (16,17th and 21st May) had actually been put through, and despite receiving texts and emails confirming when the transfer would be done.

I have now been assured again for the umpteenth time that it will be done, but not in 24hrs, not in 48hrs, but in 72hrs :mad: as a “priority basis” – how on earth is 72hrs a priority basis for something that should take 24-48hrs. I am now left with no access to my old number for a further 3 days. I have a contract that started on 10th May and have had nothing but problems. Beginning to regret coming back. If it is not sorted very shortly I will be using the cooling off period and cancelling my contract!

Very poor service