On Friday 07/02/2025 at 10:01AM I purchased the Meta Quest 3S with Batman Game for £289.99. I purchased this as a full payment with my Debit Card and this transaction was completed. Delivery should have been for Saturday 08/02/2025, but after making the payment, neither did I get a text or email to confirm my order had been processed.
on that Saturday at 12:28PM I contacted O2 and spoke to a gentleman called Gaurav. He advised me that he would look into my case and manage it personally and contact me with some information. He was very polite and I had no issues with him. However, on Sunday morning, as I had not received a response I called up and spoke to a gentleman called JR in ‘Complaints’. He handled the call very well and I felt that he did show if not a lot some empathy. However, as I provided him with the details of my complaint, he put me on hold. Upon his return, and this is towards the end of the conversation. He told me that the order wasn’t accepted as I had an arrears balance of £35.30. I had only paid O2 that day 165.26. I accepted his comment and we ended the call. However, his commitment and CS skills, along with Gaurav were amazing. I think it should be their Managers that need some training refresher courses. I’d be happy to teach them.
Once I ended the call, after 30 minutes, I wasn’t happy with the excuse. Therefore, I called back and spoke to a gentleman called Roshan, in Billing. I asked him if my payment of £166 was accepted and there were no issues to maintain my service. He said it’s fine. This is where it gets interesting. However, Roshan was very appreciative of my frustration. When I asked me if my arrears would have any bearings in a cash purchase, he told me ‘No’ which was what I was expecting the answer to be off JR.
To conclude this conversation with Roshan, he confirmed that I am up to date. Apart from a £35.30 bill this month. He acknowledged my issues and did confirm that JR was wrong in what he had said. He offered me a discount, which I told him not to mention the amount as I knew what it would be. He also advised me that my refund would be deposited by 9am yesterday morning 10/02/2025 at the latest.
I received an email offering a credit of £10 towards my bill. However, even now there has been no refund.
If this is not a Very Big Red Flag against their reputable Organisation…….
My issue which I did repeat to each rep of O2. Again their conduct and fluency and attitude was faultless and had minimal affect in my emotions. That is due to training from above. But was was more upsetting was that I promised my sons that I would double their Budget of £150 for Xmas and they can order what they wanted for £300 on the 07/02/2025. This item was purchased for my 8 year old son. I told him after I ordered it we would have it Saturday as per the promotion. I had to show my sons that I made the payment and to their mum (from whom I’m separated) that I wasn’t lying. Typical of her. But having to have these co variations in front of my sons and seeing the tears in my son’s eyes was the lowest I felt as a father as I was made to feel a failure. My son deserved this and he was severely let down by me. But most of all, it’s shameful that O2 are able to break their promises and make children cry. I know this is currently the case as my son was upset earlier as well. I also have still up to now at 02:26am have not received my refund or any correspondence or documentation for the order and the complaint. All I have had is the audacity of O2 sending me an email offering me a £10 credit towards my bill.
i really would like anyone’s opinion. I won’t judge as it is great to see different perspectives. I just hope that O2 contact me first. I’m available from 11.30am until after they close. But their Airtime Services are great and I STILL PLAN TO KEEP MY SERVICES WITH THEM!!!
What resolution would you all find would be best to conclude this matter?
Be safe all
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