02 complaints

gogetum

Well here's one for the o2 poc on this forum an any other interested folk.

I have 4 separate contracts with o2. Knew I was eligible to upgrade as of 11 Apr so set date in diary etc. Get a phone call from o2 and a letter saying I could upgrade now as I have become a gold custome on this line. So I did an upgrade on the phone with o2 to my prefered handset.

A day or so passed and I called to check the delivery status only to be told the phone was out of stock which wasn't mentioned whilst ordering! (Handy comission and run by the sales upgrade lady)!

Cancelled the upgrade due to no availability and said I would go to the local store and upgrade there as it was in stock. Told on the phone 'yep, you can do that as of now.'

Go to store to be told no as the cancellation takes 24hrs to show on system and they couldn't do it. Waited 24hrs and called o2 upgrade again to be told, yep, the order is cancelled go into store and do the upgrade! If the store has a problem tell the to call upgrade referrals.

Store check system an yep all order cancelled so can upgrade.... Go to put the upgrade through..NOT ENTITLED to upgrade until 11 Apr!!!

So called their retentions with all I can describe as an office free for all going on in te background, staff blaring out about football etc etc, asked to mute the noise only to be put on hold for 20 mins!

Ok by this time I am livid and have been given the complete rum around and a of now has been escalated to a manager to call me back within 4 hrs..

The clock is ticking and if there is no call back I will peel off ALL of my contacts one by one over the next few months!

Elbow - Ar** they just don't get it!!!!

Go to store

iwanttosave_2

Firstly, O2 staff aren't on commission.

With regards to the gold thing, manual upgrades will have more than likely refused it because your account status wouldn't have said gold. Customer services often offer earlier upgrades by going off your average spend, instore you have to actually be banded as gold and it says it clearly as gold on your account instore.

gogetum

Well I am gold accross 4 of the contracts ta and after a referral to Manager I now have the phone!!! Still massive failings between the store and central databases..

Thanks

Gareth83

New complaint required against o2

Best current procedure?

Money_Grabber13579

winniiethepooh66 wrote: »

I can confirm as of today's date [EMAIL="Johnathan.Attwell@O2.COM"]Johnathan.Attwell@O2.COM[/EMAIL] is still the only guy still working at O2 from the list provided back in September 2009. I will update if I get any positive/helpful or bad response to my complaint if its worth sharing.

Regards,

Tracey

But you've spelt his name wrong though, so it would indeed be a miracle if it got though...

coatesworth

My son had his mobile stolen last month. He reported it to O2 as soon as he could which was about an hour later.

Two weeks later he received a bill for just over£1500. He has a monthly contract with O2 for £20 and has had this for several years.

On phoning O2 he was told that they realised that this was a common scam and it was unlikely that he would have to pay. They agreed to look at the bill again and then contact him. They did not make contact, but a further bill arrived.

My son called again to be told that he was responsible for the calls and would have to pay.

2 weeks ago he e mailed O2 asking for an itemised bill so that he can see when the phone was used and to point out that their small print in the contract states that they will endeavour to put a stop on unusual phone usage. Other phone companies such as Virgin do this automatically.He has not received a reply, just another bill with £30 added,

My son is a young student and not able to pay this bill. Suggestions gratefully received.

Thank you.

grumbler

coatesworth wrote: »

He reported it to O2 as soon as he could which was about an hour later.
...
... he e mailed O2 asking for an itemised bill so that he can see when the phone was used

I think that the bill is available online.
The most expensive international calls cost £1.50/min. It is simply impossible to spend on calls more than £90 in one hour.

and to point out that their small print in the contract states that they will endeavour to put a stop on unusual phone usage.

"Endeavour" is a very 'soft' word, unlike "must", "obliged" etc. However what the Pay Monthly mobile agreement if you joined or upgraded after 29 March 2011 actually says is:

We’ll try to monitor usage of the Service through your account to control our credit risk and your exposure to fraudulent usage or unintended Charges caused by your usage, but we can’t guarantee this and O2 is not responsible or liable for any such fraudulent usage.

My son is a young student and not able to pay this bill. Suggestions gratefully received.

This time: keep complaining and appealing to their goodwill. Then negotiate a payment plan and keep paying the debt off. However, I think his credit history will be trashed anyway and the alternative is not to pay at all. In this case debt collectors will be chasing him for a long time, but they are unlikely to get a court order and send real bailiffs.

In the future: PAYG or protect the sim card with PIN