Early termination charges and fob offs by o2 staff

[PN100]

I'll give an outline of the timeline first...

3rd Feb 25: Received email from o2 re their breach of contract over price increase. Contacted o2 to get PAC codes to leave, exercising right to leave without charge within 30 days. Assured during 20 minute call there would be no charge.

7th Feb 25: Numbers ported to Lebara.

21st Feb: Billed early termination fee and no credit for already billed period beyond 7th Feb.

22nd Feb: Contacted o2, needed to send copy of email from 3rd Feb as they didn't believe I'd been sent this. On receipt, they told me it looked OK and didn't appear that I'd tampered with it. 30+ minute call and assured all was dealt with and that the early termination charge would be removed and I'd get a refund of the already billed period beyond 7th Feb.

5th March 25: Notification of direct debit being taken on 7th March for early termination charge.  Contacted o2 and spoke to Eric who took all details and said he'd get resolved and call me back on 6th March.

7th March 25: direct debit taken. Contacted o2 who again want to go away and investigate.

This is beyond a joke. Collectively over 2 hours and still no resolved.  Is it the processes, IT or staff that are incompetent?

[MI5]

@PN100 

All 3.

A search of the forum will tell you this is not a unique situation.

You can reach the Payment Management team on 0800 902 0217.
The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[PN100]

My call on 5th March was to the payment management team number.  Eric promised to resolve and call me back yesterday and hasn't.  I've just endured another 30 minute call with o2 customer services, without resolution.  No manager available to speak to, again.

[PN100]

I've now had an email from o2 complaints...

Your complaint was:
Mobile -> Activation/Provision -> My contract price/length is incorrect

And here’s what we agreed:
Customer Experience -> Agent or Technician Professionalism - Internal feedback provided

Strangely, nothing was agreed and no one has contacted me back yet.  Does anyone at o2 have the slightest clue what they're doing?

[madasaf1sh]

@PN100 

That sounds like the agent raised a complaint and his manager has closed it, if you emailed complaint at complaintreviewservice@o2.com 

Then you probably wont hear back for upto 8 weeks

And yes o2 the call centre agents are for the most part incompetent buffoons..

[jonsie]

All very standard apathy at O2 these days

Perseverance unfortunately is key until you get someone to take ownership of this

You may need to wait and then ask for a deadlock letter and take it to Ofcom

....and all the while your stress levels and credit file suffer!

[PN100]

They're an utter shambles of a company.  Not sure if they were better until the Virgin Media days, but this is very similar to Virgin Media's attitude for years.

Thankfully my Virgin Media contract is up in September and with the ability to get FTTP, they will be gone very soon too.