Ursula - Fraudulent Charges

[kirstyr1313]

Just want to say a big thank you to Ursula, who has just helped me deal with unauthaurised charges on my account! I called o2 feeling very stressed out and left the phone call a very happy customer 😊 She was extremely understanding, explained the situation clearly and the steps I needed to take, while resolving the issue with my account and adding the correct block to my account so that this doesn’t happen again. After previously having a frustrating experience with my internet providers customer service team, I was not looking forward to this phone call - But Ursula was so helpful (and friendly!) exactly what customer service needs!! Again a big thank you to her, and I hope this feedback can be passed on to the relevant people 😊

[Bambino]

@Martin-O2  or @EmilieT  can you pass this on?

@kirstyr1313  You should also take a look at these links: https://community.o2.co.uk/t5/How-to-Guides/Have-you-fallen-for-or-been-conned-into-a-premium-rate-s...

https://payforitsucks.co.uk/

[Martin-O2]

Thanks for the mention @kirstyr1313  and thanks for your feedback @kirstyr1313 !  It's great to hear that Ursula was able to sort your issue and help you feel at ease during the call. 

I'll pass on your kind words. 

[Mi-Amigo]

@kirstyr1313Thank you for sharing your experience of customer services with us. As customers ourselves,

its nice to hear when a problem is resolved.

I hope that as a new member of this Community [forum], that you will have a look around and join in on any of the topics which interest you

[TallTrees]

Hi @kirstyr1313 

Thank you very much for mentioning your good experience with o2 C.S. it is refreshing and although it is mostly stress stories and pleas for help here it is great to know that o2 have some really nice CS staff

Everyone likes to help and give best advice here on the Community forum too.

Glad it all worked out for you.

[Payforit_Sucks]

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@kirstyr1313 wrote:
Just want to say a big thank you to Ursula, who has just helped me deal with unauthaurised charges on my account! I called o2 feeling very stressed out and left the phone call a very happy customer 😊 She was extremely understanding, explained the situation clearly and the steps I needed to take, while resolving the issue with my account and adding the correct block to my account so that this doesn’t happen again. After previously having a frustrating experience with my internet providers customer service team, I was not looking forward to this phone call - But Ursula was so helpful (and friendly!) exactly what customer service needs!! Again a big thank you to her, and I hope this feedback can be passed on to the relevant people 😊

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Well done O2! About time you stopped passing the buck and started taking responsibility for dealing with unauthorised charges. Does this indicate a change of policy, or was @kirstyr1313 lucky to find an understanding customer services agent in Ursula?

[Cleoriff]

@kirstyr1313 

Thanks for posting your experience here. Certainly makes me feel better that we have at least one advisor who will go the extra mile.

A change from those who say it's nothing to do with O2.

Hopefully things will change. A big thumbs up to Ursula for dealing with this issue on your behalf.

[MI5]

Good to hear that at least someone at O2 has some sense.