o2 - Where do i stand?

emma1980_2

Hello There,

I do hope someone can be of help please as I am at my wits end.

Three months ago I joined o2 on a pay monthly package.
Two days later I had problems.

The first mobile was simply awful and so I called o2 customer care and was passed through to various staff all broken English. Explaining over and over again to each one the problem I had with the mobile and quite frankly I was not happy. Eventually they sent a replacement only for it to be the wrong one and without the box, packaging etc.

Basically they wanted me to swap on the door a top of the range Sony Ericson, with box, items etc for just an out of the box, nothing else mobile phone, which was exactly the same as the one I was returning. Not the one that I had specifically requested.

I stated on the door to the delivery guy who also shared the same opinion as myself, to take it back.

On the phone to them again, they apologised and offered me the N95 8GB as firstly requested again and with a different package.

I accepted, but to be honest I wished I hadn’t.

A month’s payment was taken in advance as you would with any other company.

And payments were arranged to be made on the 15th of every month.

I was happy.

Payments were made until I become suspicious about the bills themselves.

Three different charges, yet I had not used up all my minutes I had signed up for (1200).

Or so much as used more than 5 text messages out of the 600 I was paying for.

But yet my bills were over the monthly payment that I had signed up for?

Bear in mind that I have never received a phone bill in the post with calls history etc.

So to add further insult, they decided to take money out of my account on the wrong day without my knowledge. Leaving me with bank charges (oh joy).Again, unaware to this, I see to it that money is in my account for the payment to be taken on the 15th as agreed.

Carried on as you do without any idea what was going on.

Yesterday I was making a call and the line was dead…. Strange I thought.

So I got hold of o2 who said that my account is in arrears and so on.

Impossible I told them. That was when I found out about them taking the payment when they shouldn’t of a lot earlier than they should of. For that they put my account on hold.

I explained to the staff (again broken English) what were they playing at, the problems received since joining and that I was sick and tired of the customer care.

They came back with the usual process of “we value your service with us etc”

Again I told them that this is not the service that I was lead to believe I signed up for and I no longer wish to be a customer.

At they end of the day they messed me around continuously and failed to keep their word.

In retaliation to that they said that if I come back I can have £10 knocked of my bill.

If I didn’t then I will have to pay the following quoted below:

“You'll complete your 18 month contract term on 08 October 2009. If you cancel your contract now, you'll need to pay approximately £630.00 including VAT (Value Added Tax) as the termination charge. This charge has been calculated by taking the remaining number of months of your contract multiplied by your monthly line rental charge.”

I really don’t know what to do right now and to be honest I’m not in the financial situation to have to pay such a huge sum of money.

Does anyone know where I stand on this please?

Best Regards
Emma

Rev

I had a few problems with o2 a while back, to the point of wanting to cancel and was getting nowhere with customer care. I found the number to customer relations on a thread here and tried them. It was all sorted within a week.

At the very least its worth a shot. Here's the customer relations number:

0845 3300684

Good luck, hope you get it resolved.

Quinny_2

I've been an 02 customer since October last year,and never had any problems understanding them when I've phoned them,as they've always answered from a Glasgow call centre.

The only thing I can suggest,is that you find out who the CEO is,and write to him/her,expalining your predicament,and tell him/her how unhappy you are at their shoddy service,and that as a customer you are getting nowhere fast,and ask him/her what they as the head of the company,are going to do about it.

When you've composed the letter,and sent it off,mark it Private and Confidential on the envelope,and that way it will get to it's destination,and not to some gopher at a lower level.

You will get the name of the CEO and the address to write to,either from t'internet,or ring customer service up,and ask the information.

I did it about 12 months ago with Royal Mail,and got the result I sought.

nellytheelephant

Quinny wrote: »

I've been an 02 customer since October last year,and never had any problems understanding them when I've phoned them,as they've always answered from a Glasgow call centre.

Completely agree there, all their customer service centres are in England or Scotland! I wouldn't call a Scottish accent 'broken English'

leighjones123

As a member of the customer care team at o2, i can reccomend the following.

You've obvusally got access to the internet, so why not try Accounts Online?
Customer Care will be more than happy to give you your username and password which you can log into at https://www.o2.co.uk.
This allows you to view all of your past bills, your recent charges (before the bill is produced) and payment history with the option to make a payment.
It's exactly the same system that o2 customer care use to look at your bill.

Itemised Bills can be requested, but there may be a charge.

As far as Direct Debits coming out at the wrong time, it's important to know that o2 will take money from your account 14 days after the bill is produced.
Depending on the month and your bank, sometimes this can come out a day or two before or after. This is no human error, and is just the way the system works.

To find out why your bills are coming in with additional charges, any customer care advisor would be able to look at your bill and see the charges.
Have you dialed 08 numbers from your phone? Telephone Banking? Other companies?
These are all chargable calls.

Have you accessed the internet at all? It may have even been knocked without your knowledge. If you dont use the GPRS feature, customer care can apply a bar for you.

Have you got any chargable bolt-ons? Extra mins or text? International?

When you log in online you will be able to see a complete break down of all of the charges.

It's worth doing. Terminating a contract now would just hit you with a large bill.. something which i'm sure you wouldnt wish you do.

It's a shame that you've had a bad deal of service with o2, because i know an awful lot of people who are competly satisfied with the service.

I'm sure they can get it right for you!

Anything else i'll be happy to help you.

matrix999

Hi Leighjones123

Just wanted to welcome you to MSE!!

Always handy to have members of O2 Staff on the forum to help with any enquires.

I do believe that you have to register yourself with the MSE Adminstrators prior to giving any advice.... I may be wrong through.

Once again welcome on board.