complaints help

graduate2012

A number of times, roughly eleven, i have been lied to by o2 mainly regarding a member of staff who was supposed to write to me with results of complaining about another member of staff, he didn't , and on asking, i was told he was either gone/ill/holiday etcetera, i have had the phone put down on me a n umber of times, insulted four times,and often they have incorrectly provided my allowance online

i haven't gone into as much detail as i would like, however i have written them an eleven paged letter, only for them to say we do not offer monetary compensation

where do i go from here?

i am unsure of the laws regarding telephones and such, so would anyone be able to point me in the right direction of any legislation, precedent, or just general points to make in my letter?

thank you in anticipation!

F2170

Hi,

I just came across your post looking for a totally differnt problem regarding complaining to o2. I've had a terrible time today finding out how to complain, I've spoken to various customer service advisors and they were totally unhelpful. Not to the point of rude however - yet!

What level have you lodged the complaint with so far? I am just wondering as I had trouble finding out how to complain to o2 at a higher level in writing. I did get some information in the end but did seem reluctant to tell me time will tell if it was correct!

I am not an expert and not evenparticularly well informed BUT from what you describe - if I understand it right - you will find it hard to get monetary compensation if that is what you want. I have had problems with a credit card company before I think you are only entitled to any costs incurred etc but as for being insulted on the phone I know from experience its very hard to prove unless you have recorded it yourself. It is your word against theirs and as you have already discovered these people lie and even though they say they record the calls, mysteriously, the calls you question never seem to be available.

The only advice I have regards writing letters. I would try to condense your letters in future - people do not read past about the first 1 or 2 pages properly even if all your points are valid. It also helps to put them on the spot by asking questions in numbered points, asking for answers to each one individually. It also helps to state exactly what you want and when. Don't deal with them on the phone even if they phone you to discuss the problem, get it in writing and then if you do need to take advice from somewhere else you have a good record of what has been said by you and their replies.

I am sorry I cannot advise you properly I don't really know the law and I hope someone else with more experience can answer your query on here better than I can. It might help if you expanded a little on the post on the problems you had.

Good luck, I hope you get a suitable result.