Grrrrrr Bl**dy O2!!

esmecullen

ok wonder if anyone can help me with this.

I'm currently in dispute with O2 over errors made by them on my account. I have been on the phone continually every day asking to speak to a manager as unfortuntely the CS staff are as about as much use as a chocolate fireguard . I have emailed them each day confirming telephone conversations and reiterating my request for a manager call back. This has been going on for 3 weeks:mad: All I get is emails at the end of the day saying "sorry this is taking so long to be resolved, we have forwarded your details to the support team who will call you back within 72hrs" I have 3 weeks worth of these emails and no call back. I dont want the support team to call me back, I want a manager as I may get more sense out of a manager........ faint hope I will

What can I do? This error on my account was caused by O2, they have lied in the initial calls I made, kept changing their story with each call.

I cant wait till Jan 2013 when I can tell them to sling their hook!

grumbler

Complaints


At O2, we always try to make sure things run as smoothly as possible for our customers.
If you're unhappy with any part of our service, and want to make a complaint please Find out more.

We'll look into your complaint immediately and try to sort the issue out as fully as we can within five days.

If we haven’t been able to sort things out within eight weeks :eek:, the ombudsman can review your complaint for free.

...............

esmecullen

:rotfl: What a joke............. I've tried complaining on the phone and by email............... but so much for 24hrs or even 5 days.......... all I get are emails saying I got to wait up to 72hrs for a phone call and even then I dont get a call......... only more moronic emails saying sorry.

I really want shot of O2 now

Thanks anyway Grumbler......... but been there.......... done that and got the t-shirt

diamonds

All the networks are as bad as the other, customer service on all over 10 years have breached my terms.

Techhead_2

esmecullen wrote: »

:rotfl: What a joke............. I've tried complaining on the phone and by email............... but so much for 24hrs or even 5 days.......... all I get are emails saying I got to wait up to 72hrs for a phone call and even then I dont get a call......... only more moronic emails saying sorry.

I really want shot of O2 now

Thanks anyway Grumbler......... but been there.......... done that and got the t-shirt

Did you use the complaint review service that Grumbled highlighted above? If so and you've had no reply, have you approached the ombudsman?

esmecullen

Techhead I have done everything possible to get it sorted, I sent a letter recorded delivery 2 weeks ago (it has been received, got a record of it) to the Complaints Review Team, no reply. I have emailed, just got a bog standard "thank you for your email, we will get back to you soon" type of thing.

I have tried telephoning, live chat, Twitter, everything barring actually going to Dunstable and camping on their doorstep. As I said its 3 weeks now and not a dicky bird apart from some prat emailing me saying I will get a call within 72hrs and I dont get a call just another prat emailing the same thing after that.


I dont think I can contact the ombudsman until the 8 weeks is up.

I just dont know what I can do next................. Letter before Action perhaps? Threaten to leave whilst still in contract (I know that is silly but that is what I feel like doing)? :mad::mad:

grumbler

esmecullen wrote: »

I dont think I can contact the ombudsman until the 8 weeks is up.

I think 8 weeks imply that they communicate with you and are doing something.
If you sent the letter 3 weeks ago and have not received any reasonable reply, I think there is no point in waiting for 8 weeks.

esmecullen

Thanks again grumbler I will do that today!

I have now lost the will to live............. I have received a call @ 11a.m from a very nice girl from O2 CS but she again was about as much use as the proverbial fireguard........... she didnt even know why she was calling me only that she had been given my email requesting a call from a manager. I asked her if she was a manager and her reply "no I'm CS I've got your email".

I asked her if she was familiar with the problem, her response was "erm no thats why I'm calling to see what your problem is". I asked her if she had my notes on her computer, again her response was "erm no........ I have been asked to call you to find out about your problem"

Please shoot me now............... I have never come across such ineptitude

At this present time I really feel like telling them to stick their contract where the sun dont shine and take me to Court for breaking the contract because I'm done with them

Sorry I just need to rant at the mo:mad::mad::mad:

Ombudsman here I come

esmecullen

Sorry for being a pain but I telephoned the Ombudsman yesterday for advice and possible lodging of my complaint but they have told me I have to wait a further 5 weeks before I can complain to them.

O2 are blatently ignoring all communication from me. I telephoned them again yesterday........ asked to speak to a manager, I was told I would definately have a call from a manager by 4.30 that afternoon........... what happened........... no call back.

I telephoned the complaints review people.............. they were no help at all.......... they said they'd received no communication from me......... I informed them that I had copies of emails sent and if I sent them what was the time estimate for a call back or response. Told that someone would call back yesterday if I send by email, which I duly did and surprise surprise no contact whatsoever from them. I have also sent a copy of my letter to them along with hard copies of the emails by recorded delivery again.

Is there any more I can do to............ I have spent so much time over this, frustrated is not the word for how I feel right now

I'd be granteful for any help from here

Thanks in advance

TopBloke

There's not much more advice that can be given to you apart from the official routes. O2 are blatantly taking the persistence out of the situation, so let them and let the Ombudsman nuke them out of the air in five weeks time.

It may be frustrating to have nothing go your way but in all honesty, having the ability to go to the Ombudsman because O2 didn't do a single thing to help you will go right in your favour.

Patience is key. Just grin, stroke a cat and bide your time.