Customer Service

[mikeseaman1909]

I have been the victim of what is known as a "Wangiri" scam, where a charge of £150 was added to my bill, Despite contacting O2 via every possible means, phone, online chat, email, I have been unable to get any response. I'm not the first victim and I know of one other well publicised case where the customer was able to get a refund of £914 after contacting the Guardian for help. 

As an O2 customer I am appalled by the distressingly inadequate customer service. The company appears to take the stance of "ignore it and it will go away". Surely we should not continue to accept the incompetency and disrespect. Has anyone got a view, idea, of how the customer base can apply pressure to get this organisation to improve it's customer service, even to just an acceptable level?

[madasaf1sh]

@mikeseaman1909 

The best way to apply pressure is to pay off your contract and leave and move somewhere else, as unfortunately people dont want to work in Customer Services across all industries in the UK, to be abused, having death threats made against them and paid minimum wage to deal with the appalling public.  this why even BT are closing some of there UK call centres as well as the UK is too expensive to do business for call centres.. 

That is the best way to deal with companies that dont play ball.. 

[MI5]

Question is, why would you call back a number that didn't leave a message (knowing how many scam calls there are these days) and further more, why do you feel you're not responsible for your own actions?

You need to report it to Action fraud to get anything done about it.

https://www.actionfraud.police.uk/

[Enlli]

Try Anna Tims at the Guardian, she seems to write anti O2 pieces from time to time. There was one I reported on this week.

Truth is you are not going to change things at O2 or Virgin Media, if change was going to happen it would have happened earlier. I've watched things get worse on the customer service front on an almost daily basis.

As stated, vote with your feet else you will expend a lot of time and energy trying to push the large VMO2 stone uphill.

[Bambino]

@mikeseaman1909 The warnings are out there, and have been for some time. This one alone has been posted since March of 2022 along with many others: ‘Wangiri’ missed call scams - Ofcom

I'm not sure what you expect O2 to do?