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My
complaints about O2 are too numerous to list so I'll skip to the current
one. I've been trying to terminate the contract since
november - in short the last time I called them (at the 50p/min rate!!)
I was told the phone was still definately connected (DOH! as if I didn't
know that), and "oh yes here it is on the computer system - the contact
was meant to be terminated on the 26th but it hasn't been done."
The service advisor could not in fact ADVISE me why it had not been done
and to add insult to injury she stated that they would now have to charge
me an extra month's rental because they had not carried out a direct request
from me that is recorded on their system!! I have now run out of patience
and will be contacting anyone who will listen and also advising my bank
not to authorise any further payment to this company.
The advisor refused to give her name, to pass me on to her supervisor
or to give me a postal address. Finally I managed to get one out of her
when I asked for details of their legal department so that my solicitor
could contact them. I will be bad mouthing this company to anyone I speak
to from now to eternity!
Caroline J Cook ... 5 January 2004
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Well at least I know were not the only ones.
We cancelled our contract in May. Weve never been able to access our account
and have had a million problems with the phones they supplied. Anyhow,
we gave them 3 weeks notice as required. Never used the phones again.
Low and behold in November, we had debt collection letters. Apparently
we owed 80.50. When we eventually got hold of 02, we were told that they
had made a mistake and we owed 20.50.
We paid be grudgingly knowing we didnt owe this amount but to get them
off our backs, we paid. Then another debt letter. 02 said we hadnt paid
and we needed to be pursued for the original payment. When I phoned o2,
we were told we owed another 7 and it would close the account.
We said we'd write to head office to persue the amount weve paid and also
the cost of the 50p per minuit calls! They promised to get in touch with
the debt agency and tell them we owed nothing. Yesterday we had another
debt letter with added costs.
They are taking us to court and adding court costs in 7 days. ive e-mailed
02 but no joy. I cant get hold of them on the phone. The debt agency wont
do anything. Ive been in touch with trading standards and watchdog as
well as the ombudsman.
I havent a clue where it will end but if you look on sites on internet,
you will see that there are loads of us having problem with this company.
I advise anyone who is having problems to e-mail watchdog! Bit of publicity
will do them the world of good!!! VINCENT SHEEHAN ... 6 January
2004
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I think O2 phone customer service is absolutely
rubbish. I have been trying since thursday to pay my bill,
and it is now tuesday! I get put on hold for 30 mins, and still no one
picks up the phone! And they have the cheek to send me texts about cutting
my phone off if I dont pay the bill. How does that make sense?
If you dont want my money, then I wont pay for the bill then. I wish I
had never got a contract with you. Worst possible service I have ever
encountered! I am still trying at this moment to get through. An absolute
joke! Sort it out otherwise you will losing customers very quickly! Looking
forward to my years contract being up!!
Claire Bevan ... 13 January 2004
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I cancelled my contract with 02 in November
by telephone and also sent a letter. I had previosuly
renewed the contract from the early days of Cellnet and had been happy
with the service and had decided to change to pay-as-you talk as it was
now a spare phone.
Astonishingly 02 could not match the deal given by a high street competitor
to supply an 02 sim card for p-a-y-talk therefore I cancelled my contract.
Have now received a bill for £31.42 for line advance charges for
Nov/DEC /Jan as they are refusing to admit that their customer care dept
cancelled the contract even though they can see that I have not used the
phone with the previous sim card since November.
Numerous phone calls to rude operators and being held on their customer
care line at my expense has furiated me. On 4 seperate occasions they
were going to call me back and not once have they done so. There is no
point in sending mer letters saying you are going to stop the line - the
sim card was in the high street retailers 2 months ago! Jon Wheater
... 6 January 2003
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I tried to transmit my phone number to Orange.
O2 promised me everything until I resigned my PAC transmission
form. After that O2 refuses the offer they made taking into account that
my reputation within orange is - even before getting to their network
is bad - Mind O2 service coose any other net, don't go to O2"!!
Thor.. 14 January 2003
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I was given a password/user ID to
use to log on to the internet .To which they don't work to where I've
sent emails for help from which I've had no reply to and no help whatsoever.
Andi Squirrell... 17 January 2003
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I can totally sympathise with Ms Kapl on this
one. I know
*exactly* how she feels as I went through a very similar thing recently
and received absolutely no compensation. ..read
details here
-------------------------------------------
I have taken o2 contract on December 2001
through mobileshop.com. They have taken deposit of 100 pounds behalf of
o2(btcellnet). I have phoned many times to customer services of o2 as
well as mobileshop.com, regarding rufund of my deposit. Actually my deposit
should be refunded after 12 months.But still I didnt recieved my deposit
yet. I spend approx £100 for calls to customer services. Please
I need some help regarding this issue.
Ananth Kumar.. 5 February 2003
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On 30th May 2001 I got a cell phone on contract
from BT Genie on-line. I was quite happy with the service
until I decided that £20 per month was too much.. click
here to read more Shirley Smith...16 February 2003
-------------------------------------------
I can sympathise with this story.. please
check out www.dontbuyo2.co.uk to read my story, thanks Martyn
Wright.. 24 February 2003
------------------------------------------
I have been with 02 for about 6 months i was previously
on orange. I am very dissapionted with the service and
the customer service which is very long and apparently expensive even
though again customers are not informed that it will cost to ask for help!!!!!
Read
More Helen Kemble..27 March 2003
------------------------------------------
I was also contacted through a phone call which
I purchased a 3410 nokia. I was told it would be £20
a mth,I had 50mins talk time and 500 free texts. I then was charged £67.97
for the first month. I didnt use all the texts and I rarely used the phone
to call. However what they failed to tell me was that the calls were for
off peak only. I seem to have also been charged 2months line rental, one
of which is a month ahead.
I am thoroughly disgusted at 02 and so I have given my friend the phone
and he's agreed to take on the contract. But was then told that we would
both have to go on-line and confirm it even though we'd done it over the
phone.As it goes now I was originally told ther would be a "small
fee" if I cancelled after 14days. They now tell me I have to pay
the first 12months.Now my friens is havins to send me a cheque each month
for my phone he;s using and I get the bill still coming out of my account
even though I dont have the phone. I want to change over the bank details
and the name of the owner but i'm not allowed.I am absolutely sick of
it and something will be done soon on your behalf I hope.
Marie Jeavons..27 April 2003
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Hi, first of all I really liked this page and the
whole idea and I think Oftel should look at this web site carefully and
learn. Anyway I'm writing in regard to my O2 Online pre-paid
account, now this account is supposed to offer me 300 free text and WAP
min, but I've had so many problems with the WAP and I had to spend so
much money on their customer-service number as their e-mails take about
3 weeks to reply, another con their customer service advisors are told
to do is the extended greeting that takes about 2 minutes WHY?anyway again
am just one of the money customers who are suffering of this daily rip
off, once again thanks everyone and hope everyone's problem gets resolved
swiftly.
Hasanein Sufi... 7 May 2003
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I cancelled my bolt-on but yet i still continue
to be charged for it. What makes it worse is that i have
spent a fortune trying to ring you to tell you about it for 50p per minute
and keep being told to ring a different number. This really annoys me
because in the past i used to spend around two hundred a month on top-up
cards when my husband was working away.
Carrol Armstrong...12 May 2003
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I was contacted by someone from o2 about mega deals
from o2. I was informed about free camera phones so i
said i would like a nokia 7650 on the online 200 tarriff. i was given
a username password for the o2 web site which is not recognised also i
gave bank details. The phone has not arrived also the person who called
withheld the number. Could you please reply as soon as possible as i think
this might be a hoax someone claiming to be from o2 and cleaning my bank
account out David Mckenna...29 May 2003
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I couldn't possibly begin to even list all the problems
I've had with O2 on line. From most of these posts it
seems that everyone is an O2 online customer as their customer service
number is the 50p/min 0906 effort.
Read More Barry Cairns... 30 May 2003
---------------------------------------------
I bought a phone from o2 last summer and after 6
months people were unable to reply to my phone as it kept displaying number
"not in use". So I went to the o2 shop in Plymouth
however, they told me it was a network problem and it would right itself.
However, it did not so I went back and they said I had to go to the shop
I had bought the phone from this is 200 miles away as I am at university
in Plymouth. So I go to the shop where I bought it from and this is now
3 months which my phone has not been working to a satisfactory standard.
The employee at the worthing branch finds out that it is my phone handset
which is faulty and says I will have to leave it with them for 10 days
whilst they try and fix it. However, i made it clear that I needed my
phone because I'm in my last year and need it for interveiws. They then
said that they could not do anything about that because they did not have
any loan phones. I think this is unacceptable for a phone I paid £100
for and it only worked for 6 months.Is there anything you can do about
this? Kelly Walls...1 June 2003
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Complaint about SPAM on O2 network.
Message received from +44906636396 on 1 July 2003 sent at 18:09:53. "URGENT!
Your Mobile No was awaarded with £1,500 Bonus Caller Prize on 8.06/03
This is our final attempt to contact you! Call 09066369396 BOX 97LDNW7QP"..
Nigel Heath... 1 July 2003
---------------------------------------------
After my mobile phone was stolen I ordered
a new sim card on-line. The first one was sent to the
wrong address. The second one also was sent to the SAME wrong address.
My phone calls by now were over £12. This is more than I can afford
as a student. Having asked for my old number to be transferred along with
my credit balance I was assured that this would be done within an hour.Phone
calls now total £20.A day later I am still waiting. My family have
emailed several times but simply get the runaround. They have phoned on
my behalf but by the time they get through the system huge bills have
mounted up.Just what do you have to do to get someone to help? Spending
a day until one in the morning in a public phone box trying to get answers
is rediculous but sadly not surprising now that I have read the horror
stories on this site. Deborah Caie .. 2 July 2003
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o2 customer support is terrible. They
make my blood boil. Impossible to find any non-premium rate support number
anywhere on their website.
John, Waston.. 9 July 2003
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I used to be on 02: but got heartily sick of their
rubbish service. But, what I just CANNOT believe, is all
you people who PAY a premuim rate number to speak to customer services!
I mean, it is just total cheek by 02, and they get away with it BECAUSE
YOU CALL THEM! DO NOT! Use email, fax their customers services fax number
(its in their booklets!) just DO NOT call the 0906. 02 must truly be laughing....all
the way to the the bank!
Tom Jones .. 26 July 2003
-----------------------------------------------
I too have experienced similar problems. Here's
my letter of complaint (which was ignored!) i sent to o2:
Read
More
Stephanie Reed ... 30 August 2003
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My O2 online account was set up in April,
the phone itself was over a months late arriving leaving me without
a phone for three weeks, and in the five months since i've been with them
i have not had one correct bill.
Read more
Rebecca G ... 16 September 2003
---------------------------------------------
I have written to O2 twice but had no reply,
so i am taking this further and writing to Trading standards and watchdog
along with copies of all my letters and all my emails from Sept 1st -
I have now had several, all of differing amounts owing. Read
More Angela Scott ... 7 October 2003
---------------------------------------------
Well, i am also getting fed up with O2 myself.
I used to be on BTcellnet (contract) and things were ok, customer
service was prompt and did what was asked, a world apart from what i am
reading here, I canceled my contract after 12 months and asked for a PAYG
sim instead and that was sent out the same week, I do remember getting
another bill from them but I think I sorted that with 1 phone call.
Ive been using this SIM for over a year now and whereas I never used to
get adverts on it (at least not much) It now seems to be every other day.
I finaly got really annoyed with it this morning when I heard my phone
ring... I answered it and it was an automated voice message telling me
about some stuff they wanted me to buy or whatever. anyway at the start
of it, it said clearly "this message is free" I hung up after
18 seconds and 10p came off my credit. its not the amount that bothers
me, its the fact that I dont want to recive ANY adverts never mind pay
to recieve them.
I have emailed their customer support and basicaly if they dont sweeten
me up im gonna get an orange sim as soon as the credit runs out.
Gary Scott ... 9 October 2003
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Following a recent email correspondence
with O2 concerning a balance I was in dispute
with I received an email which clearly states that a statement would be
sent to me within 7 days. Surprise surprise this hasnt happened!! Just
further evidence of what crap customer service they provide. Read
More
James Eades ... 21 October 2003
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My year has been blighted by O2,
first the overseas problem of getting the connection and full details
without paying the earth then being charged for a 2nd phone for my son
after his was lost/stolen, this followed aseries of phone calls and 2
new orders being taken instead of one.
I am ending my contract and have sent a recorded delivery request, no
reply to date, but I am now told that my tariff is too high although I
rang and spent 12 minutes waiting before being told is was changed. Nothing
seems to happen when you phone, the website is inaccessable and the email
doesn't get through! Maureen Jones ... 11 November 2003
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I think o2 is a skank!
i cant believe im still with them. it's so appauling i wanna burn my sim!
i agree with gary scot and im leaving this rubbish company!
Adam Minkley ... 14 November 2003
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I'm trying to claim back 40 that O2 owe me from
a cancelled order. I got a November 8th online
bill saying I owed "-40". (i.e. they owe me) Still waiting for
it to be paid in. The 0906 number is always engaged, how do I contact
them? HELP! Paul Davis ... 18 November 2003
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I am on o2 300 free tx messages a month and to my
horror I toped up and I never got my free tx
messages to which I was distgusted I mean I swaped my old cheaper calls
sim for the free tx one and I'm anoyed now and I dont know where to get
in contact! Some one help me?
Craig McCaig...29 November 2003
---------------------------------------------
I think I am turning into the new Sandra Kapl.
Although not at the 100 stage, I have yet to recieve
a 40 refund from O2 that they took from me in September for a phone I
never recieved. Each time I phone the 0906 number I'm told it will be
resolved and it hasn't. I too get emails billing me, the latest for 0.
Can we raise the profile of O2's reluctance to refund customers? OFTEL,
BBC Watchdog?
Paul Davis ... 1 December 2003
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After buying a new contract phone from o2 the booklet
said I could view my bill online,
This is not the case, I have registered but when I click in the view my
bill option it just takes me onto other options. Its appears to me that
I can not view my bill at all. Amanda Jayne Nelson ...
15 December 2003
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o2.Home250 made me in great trouble.
I bought an o2 sim card at the end of Oct 2003 and applied for home250.i
never heard the voice "in zero" when a message was sent to my
phone"07708320043".So when i try to dial to o2 mobile phone
or fixed landline at my home,i was charged. My money shown on the screen
reduced.I dialed to the customer service phone,087055678678 for several
times. The staff told me there was no problem. But I still could not use
that service until my 10B was reduced to zero.
I have to go to O2 shop to ask for help.They helped to ask the customer
service. The final answer was that there were no any problem of their
programme and I have to move out other wise I can not use home 250.Then
I went home. But when I tried again,i could use home 250. Time went to
the end of next month, the thing I was worried about happened,i received
a message that i would be charged 5B. I want to cancel this, but i found
i could not. Then I have to go to o2 shop again and ask for help. They
checked and again replyed me o2 has
nothing problem. I could use home 250 this month.But i could not use.I
gave it up and do not know how to do.I tried for several times to send
emails to them, but disappointed,i never receive any reply.
Min LI .. 20 December 2003
---------------------------------------------
I'm an o2 pay as you go customer and I feel the
way this person was treated is a disgrace!!. I'll
think twice before calling them.In fact this makes me consider changing
to a company with better customer care.NOTHING could be worse than this.
Ronald G Barnshaw ... 28 December 2003
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