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The
words O2 and CUSTOMER SERVICE are both poles apart when you have a problem
that needs sorting out. They listen on the telephone and
say they will sort it out, then proceed to do nothing. Write them a letter
with everything detailed, they will ignore it completelly. I have had
a problem with a contract phone, that O2 have ignored for over 6 months
now, I ended up with three numbers from them and a bill each month for
all three numbers.
I quickly cancelled ther direct debit, called them, wrote to them, went
into the O2 shop and they all did NOTHING! The end result is a letter
from their debt collectors - Westcot - so in reply to their recovery for
a debt that does not exist - I have issued proceedings in the small claims
court for costs, expenses and of course for stress.
Their inability to own up to a problem and to deal with it effectively
is just beyond belief. Keep your sanity and stay away from O2, they are
more trouble than they are worth. After 5 years with vodafone I'm now
sorry I moved and will be back like a shot when the mess is sorted out.
STAY AWAY FROM O2!!!!!
Mr D Liggins ... 14 January 2004
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I have been everywhere (as O2 are well
informed) to try to get a £10 top up card refunded.although
it's been scratched off already, no credit from the card's been used.The
retailer wont give me the refund, no other shop will either and this has
been going on for three months now. A very nice lady named Julie, from
O2customer services telephoned the awful man(retailer),& told him
she was from trading standards & to refund the money, by law he had
to, due to card being wrongly sold to me in the first place. He would
not. My mother&sister are both O2 pay monthly customers, my last attempt
was to request I send you the card & the unused amount be credited
to one of their accounts, this was again disallowed. My life has become
very unfair and stressful due to this happening & I want this over
and done with now. Please advise. Miss Dominique Wardle ... 10
June 2003
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My complaint is regarding O2: All
in all its just been one hassle after another. I wish I'd stuck to my
first contract with Orange! ..
Click to read details.. Mr David Shirley ... 19 June
2003
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Mrs Calli, your email was sent in on 29/5/03, and
you state that you had unlimited text and WAP when you bought your SIM
last year (which implies 2002). As I am sure O2 wil have
informed you, O2 did not sell any tariffs with unlimited allowances after
September 2001, so this means you are at the very least incorrect about
your tariff.
In addition, O2 sent EVERY customer an email in September explaining the
changes to the top up requirements - IN YOUR favour I might add, because
it means that now, you no longer have to add £10 every month if
you dont want to. The basic situation is that you need to top up once
each month, at least 48 hours before your anniversary date, as it takes
upto 2 days to allocate your free SMS/WAP after topping up.
If you dont top up in tht period, then your SMS/WAP become chargeable
- for gods sake, you dont think they give you 300 SMS and 300 mins WAP
calls for nothing - if you do you are more stupid that most O2 Online
pay and go customers. I personly think you just dont understand your tariff
- because I know for a fact that most of what you have said on this post
- especially about unimited allowances which I know for certain is untrue.
I know this because I was until recently an employee of the company an
have become used to crap from customers like you who simply mke your complaints
up as you go along! PS rather than ringing them (I'm surprised you havent
moaned about paying 50ppm to call customer service), I'd suggest emailing
them at mycare@o2.co.uk R Biggs .. 27 June 2003
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I would just like to say that I became an O2 customer
back in December. I had several problems from the beginning. The
bills were not correct and they were charging me MORE money than they
needed too!
Then I started having a few money problems so I would pay as MUCH of my
bill as I could. They seemed to be fine with this. I then owed them a
lot of money, and paid it ALL in one go, clearing it! They then BAR my
phone.
You ring Customer Services, and they put you on hold for 30 minutes. Then
as soon as 6pm arrives. WHAM the lines all go dead. This happens everytime!!
I have now had to pay O2 £122.18 to have my phone cut off. I haven't
used it for 6months!!!! due to them cutting it off, and issues with money
that they say they haven't receieved, yet I have had bank statements proving
they've taken it out. O2, you are a load of rubbish!!! Rachel
Simms..7 August 2003
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I’m on a tariff on which I am entitled to
200 Mins a month @ Weekends of free calls to a landline or Mobile Internet.
Great tariff I hear you say! But if only I were receiving the
free minutes I am Allocated! Since 3 weeks ago I have not been getting
my free Minutes. I phoned the help line several times every weekend but
was told there was a Fault in the network and the engineers were "working
on it" Still working on it 3 weeks later? One wonders what is happening
to o2! I am also Having trouble sending and receiving calls and texts
I have wasted at least £42.00 On calls to so called "member
services helpline" When is the service going to get back to normal?
Or should I move my custom to another more reliable network that respects
their Customers and does not insult their intelligence?
Mary Loughrey ... 9 August 2003
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I recently changed my phone from pay as you go to
monthly bill. I purchased my phone from the o2 shop in
Belfast. This was portrayed as the best thing in the world so of course
i signed up for the contract. I took out the o2 gold insurance which costs
me £4.99 a month. As far as I was aware the sales person told me
this would cover for anything but obviously forgot to tell me about the
excess.
This phone isnt even six months old and is not working very well.The volume
wont turn down and the phone keeps knocking itself off. It has been put
down to water damage. I have never got this phone wet but apparently if
you use the phone outdoors in the rain this can damage it. I have not
used it outdoors.
If phones are made as weak as this I think there is a problem. My point
is as a first timer signing a contract I dont believe this was explained
very well. As a pay and go customer my phone probably cost me approx £30
a month now this phone that doesnt work properly is costing me roughly
£70 to £80 a month plus £60 insurance. I would have
put the fault of the phone down to a faulty handset and battery. This
could be a scam, how am I to know that it is actually water damaged.
I would like an explanation and information as how i can get my mobile
fixed.without cost to me.. Janet Ward .... 23 September 2003
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After 12 months of dealing with a totally incompetant
o2 customer dis-service, from billing errors, to incorrect
billing corrections etc etc etc, i called to cancel the contract. 1 month
later got a bill. no record you cancelled said o2 ? so i ensured they
cancelled and they told me to ring back following day to arrange a rebate
(website is more upto date than systems customer dis-service use). rang
following day and 02 said, what cancellation request !
They are useless, letters to complaints go ignored, so obviously not iterested
either. Never again o2, never again.... Mark Ellam ... 1 October
2003
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I am another person fed up with o2 so called customer
service. A nokia 7250i phone that I purchased 3 moths
ago has been away for repair several times and they still can't fix the
fault for longer than 2 days. The repairs have taken 5 weeks. They now
want to send it away again for repair but it seems like a waste of time.
Kevin Medcalf ... 7 December 2003
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The network is fine. I have been
overcharged on bills. I have sent 20 Emails & 2 letters 5 in calls.No
response,just false promises of a reply. What can I do,they owe me Approx
30. Brian Buttery ... 21 December 2003
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