Dreadful Customer Service

[joe_chatt]

Long story, so bear with me. I upgraded my phone at the start on June online. The plan was to pay the reminder of my old device alongside the new device and plan. I was told it would be up to two weeks. More than 3 weeks later I called up and was told there had been an error and it hadn't gone through. I was then told that that there was no way I would be allowed to pay the old device alongside the new one and it would need to be paid in full. I contested this and told them to forget it. I then called back to complain and spoke to someone that said they could fix it all and even clear the old device off as a gesture of goodwill and sort the upgrade. New phone came, all good or so I thought. I was checking my back statement and could see a higher than normal bill was due to come out from O2. Called and had to explain everything that had happened and was told that old device hadn't been cleared and still needed to be paid off They assured me it would be fixed from their end and that the bill would be as normal and the extra has been removed. Fast forward to today and surprise surprise I have been charged the extra.

I'm absolutely furious as I will now be overdrawn. They said that my account would be in credit for the next bill but that doesn't help me now! I'm so close to just canceling my O2 direct debit, I'm so angry about it.

[jonsie]

Cancelling the direct debit will bring you a world of pain so think again about that as a plan

Only O2 can sort this for you and you need someone who can actually make adjustments to the system

Your average customer service adviser cannot do this

As you have made a complaint you may find that the your account will just be passed to the complaint executive review team

[Oxonian]

It is not clear to me from the above whether you have made a formal complaint or not. However, if you have, the escalation process is detailed in :-

o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

Please keep us updated on developments. 👍