Hi
Today I had a really bad experience with O2 customer service and their apparent customer service manager Mr Moore who frankly needs to learn better customer service skills, disgard his jobsworth hat and maybe start looking for a new job as having had 3 interactions with this company their pathetic excuse was not good enough. At 14:10 I received a message telling me that "your mobile bill is STILL outstanding. We're diverting your outgoing calls to our payment line" which I thought was concerning as I was not aware that any bill was outstanding so I called them. Yep there was an issue as the Credit Card for continuous payment had expired. But minutes after changing this and updating the information on file and having spoken to their supervisor, some 48 mins later an automated service rings me asking me whether I was who I am..... by this time I was getting fed up and rang their service centre and asked to speak to the supervisor Lee I had spoken to previously....not a chance! Eventually I went back to doing what I was doing and "ping" ten minutes later (so a whole hour after payment) yet another message telling me "to avoid not being able to use my phone" to ring them. I eventually got through to their admin and asked to speak to the manager who I have to say was less than sympathetic and I advised him that having tried 7 times to ask to speak to his boss as the less than satisfactory message "it is the system updating itself" was just about doing my head in.... Mr Moore told me he was the customer services manager yet after 20yrs of being with the company he was unable to put me through to the customer services director who I wanted to speak to because quote "HE WOULD NOT TAKE MY CALL" which I find amusing. Surely as a manager and a difficult customer he would be allowed to escalate a call to his director unless of course Mr Moore was not a manager but someone who was "supposed to be a manager" and hence would a director take a call from someone who was an admin clerk (possibly not)..... now he and I had quite a long discussion and I told him I would update my friends who are reporters (done!) and that when the news breaks tomorrow about harassing a customer and his name attached to it, this man was not even fazed!! Why should I continue with this company when they are blatently jobsworths and hey, complaining to them he told me would have to be in a letter....but hold on Mr Moore, if you ARE a manager, and I am complaining to you and I HAVE asked to speak to the director, have you not now stopped your own procedure and then making up customer service resolution as he went along..... has anyone else had this poor pathetic useless customer service?? Their O2 facebook page has loads of people complaining about how pathetic they are so come on TELEFONICA get your finger out and either train the useless ones or sack them as you will lose a loyal customer.....and I mean I will make sure heads will roll....
