02 complaints

AndyB82

Hi,

My girlfriend is having some major issues with 02 at the moment, and we're not sure where we stand. She was on a £35pm contract discounted down to £20pm (loyalty and prior negotiations), giving her 500mins and 1000texts free. In December, her renewal/upgrade month, she was offered either various handsets or £100 airtime credit - she chose the £100 airtime credit, after checking explicitly with them that she would still be paying £20pm. They repeatedly assured her that her monthly payment wouldn't change.

Her bill this month was £6.42, which confused her as she thought there was no way she could have spent so much in only 4 months. So she rang them and they've just informed her that her monthly cost has gone back up to £35 i.e. the discount has ended. This was not explained to her when she renewed for 12months. She's asked them to check their phone records, to which they've replied that that's not possible (interesting, as they claimed they could not sort out a complaint I had last year UNTIL they'd checked the phone records!!). They've now offered her, as a "goodwill gesture" to apply the discount from now on, but will not apply it retrospectively. I think this "goodwill gesture" is almost an admission of guilt.

So, how can we take this complaint further? We have a "manager" ringing us back today (I'm not holding my breath!). Any advice on how we can resolve this? And is there any way we can force them to terminate this contract ASAP without having to pay up the rest of the contract? We're both sick of O2 and want to leave.

macladd

Hi there,

I had terrible issues with O2, eventually had to raise them with their Head Office Customer Relations team who resolved the issue completely. They can be contacted on 0845 3300684

Try that number, I'm sure they will help you resolve the issue. Hope it helps

maryk_88

Altenative landline number from saynoto0870 -

0113 3886159 Pre Pay Customer services - complaints

BlueDiamond_2

Hi,

My phone was bought from E2 Save and my contract is due to expire on 1 August 2008, I have phoned up CPW and they say that I need to be put through the loyalty department on 1st July 2008, is this enough notice. Also, there is no mention about a disconnection code or an address, help please.

davidscottishpainter19

I have never made a complaint about a company before but this just takes the biscuit. I had my phone for about 8 weeks before it stopped working. I sent it back to get repaired. Its now been 42 days so far, 6 weeks, compared to the 3-5 days I was told from the start to recieve a replacement.

I would now be happy to end my contract, but can't. I have come to the end of my tether, I have written many emails, carried out a verbal survey and phoned customer services many times. I have had to buy a phone to use since I need to accept business calls.

Each week I call I get promised a replacement and then when I call a week later I am told the phone replacement is not in stock, I ask for a similar phone and they state it is in stock and I will get it in 5 days, then a week later I am told their out of stock. Come on, stop messing about and give me my phone back! I am now exhaused with this company. I will be happy to never use their services again

Llyllyll

I had terrible problems with O2/Dial-A-Phone (they couldn't sort it out between themselves) just about this time last year.

I eventually sorted it out but it must have taken close to 2 months to do it.

Try these emails addresses for high-level complaints at O2 HO:

[EMAIL="jonathan.attwell@o2.com"]jonathan.attwell@o2.com[/EMAIL]
[EMAIL="richard.chew1@02.com"]richard.chew1@02.com[/EMAIL]
[EMAIL="kirsty.eatwell@02.com"]kirsty.eatwell@02.com[/EMAIL]

[EMAIL="peter.erskine@02.com"]peter.erskine@02.com[/EMAIL] (he's left now but it may get through to the new top man)

HTH

O2_Company_Representative

Hi

Just a quick note regarding the email addresses above.

All the people above work in our Complaint Review department (except Peter Erskine, who’s now left O2 as noted above). When they receive your email, it is added into a queue in a centralised database and allocated to a complaint resolution executive when it reaches the top of the queue.

These are individual email addresses. Emailing individuals directly will effectively add a stage to the process above and may cause delays in your complaint being investigated - people could be off work, on holiday, or ill. One day they may leave O2, which means your email could go completely unanswered. I've also just noticed that two of the addresses are incorrect, which obviously means that your emails won't reach their intended recipients at all.

The official complaints email address is:

[EMAIL="complaintreviewservice@o2.com"]complaintreviewservice@o2.com[/EMAIL]

If you feel you've escalated your complaint as far as you can and it's still unresolved, then we'd encourage you to use this email address instead of the ones posted above. Keep in mind though that this should be used as a last resort - we aim to resolve your complaint within five working days wherever possible, but Customer Service may be able to address your concerns straight away. If you haven't already done so, it's definitely worth calling first and giving us the opportunity to sort things out for you before you need to submit a complaint.

Thanks!
O2

redux

O2_Company_Representative wrote: »

The official complaints email address is:

[EMAIL="complaintreviewservice@o2.com"]complaintreviewservice@o2.com[/EMAIL]

I was also given a very similar one with the letter s at the end of complaints

Emails I sent to both to check whether they were valid did not bounce but were left unanswered for up to 8 months, which by coincidence is the interval between the last post here and your reply

And by the way I'm still waiting for a reply to a complaint about changes to charging of 0870 numbers, sent on 7th September 2007, on a Paid Upfront for Life contract

I was told several months later that as I had not contacted O2 to discuss this at the time, nothing could now be done about it. Clearly this assertion was false, as the O2 response has a serial number applied to it

Thank you

Perhaps you could either send them a reminder or let me know how to contact
this department

---

Original Message

---

From: "memberservicewebform"
To: ....
Sent: Monday, September 03, 2007 1:40 PM
Subject: O2 - call charges (KMM24.......)


> Hello ----,
>
> Thanks for emailing us about the charges for Non Geographical numbers.
>
> Im unable to help you in this matter, as this needs to be handled by our
> support team. Ive forwarded your details to them and theyll contact you
> shortly to resolve your query.
>
> Im sorry for any inconvenience that mayve been caused.
>
> If you need further information about this matter, please reply to this
> email.

shirlgirl2004

Llyllyll wrote: »

I had terrible problems with O2/Dial-A-Phone (they couldn't sort it out between themselves) just about this time last year.

I eventually sorted it out but it must have taken close to 2 months to do it.

Try these emails addresses for high-level complaints at O2 HO:

[EMAIL="jonathan.attwell@o2.com"]jonathan.attwell@o2.com[/EMAIL]
[EMAIL="richard.chew1@02.com"]richard.chew1@02.com[/EMAIL]
[EMAIL="kirsty.eatwell@02.com"]kirsty.eatwell@02.com[/EMAIL]

[EMAIL="peter.erskine@02.com"]peter.erskine@02.com[/EMAIL] (he's left now but it may get through to the new top man)

HTH

Just tried kirsty and richard's email addresses and they were returned undelivered. jonathan's didn't bounce though.

Money_Grabber13579

What your complaint is about is actually normal practice, i.e. when you got the retention deal, it was only applied on your contract for the length of the deal. Your contract was still £35 a month, so when you upgraded, you did in fact stay on the same tariff. However, I agree, they don't make this clear enough, and I only found out about this when I asked what would happen at the end of my deal!

scotty6kids

the actually top man is Matthew Key - he is the CEO of Telefonica O2 Europe and his office can pretty much sort anything out.

The email address is Matthew.key@o2.com

A few rules thought, be accurate, to the point and polite.