o2 messing me about again!

[bendigedig]

ive had an o2 pay as you go mobile with o2 for years and last year i decided to try a contract, when i called o2 i made it clear that i wanted a 12 month but when i called them at the end of the contract to discuss upgrades i was told i'd been signed up to an 18 month, i complained and after a lot of hassle got my contract revised - all the mobiles they offered me as upgrades were all naff and i canceled my contract and went back to paygo, begining of december i noticed they had taken �98 from my account as a payment for canceling my 18 months contract! - i comlained again and got that refunded, took a while as they wanted to take 30 days to refund it just before christmas!

so today i get two letters in the post - one from a credit card company telling me my application had been turned down and another from a debt recovery agency on behalf of o2 demanding payment of �98 - i want mad and called o2 who have promised(?) to sort this out - apparently my account had not been amended to show the credit, i have to fax copies of my bank satements showing the refund to the agency which will recitfy my credit scoring - im really annoyed as they had not contacted me at all to say that they still believed i owed them the money - they took it without asking the first time and now this, they have offered me �20 as a gesture of goodwill - is this acceptable? what else can i do? the manager at 02 put the phone down on me this morning when i told her i wanted time to think about the offer!

[lady_p_gold]

I don't think that is acceptable, and I hope you get the name of that manager. Although its a pain I would write down the whole saga from beginning to end, in a letter and find out who the Managing Director is and send the letter marked Private and Confidential to him. Do not ask for any compensation just say something like, 'I realise in this day and age of computerisation things can go wrong, but perhaps by detailing this catalogue of events I can prevent the same stressful situation happening to someone else. Your comments please.' I have found this to be a very effective way of getting straight to the top, you will find that something will probably get done and that unprofessional manager will get hauled over the coals, as it is totally wrong to do that to a customer. Good luck.

[lady_p_gold]

Or her !!!

[claguey]

I had a similar problem with O2 after terminating contracts on two phones - one being my daughter's. They failed to terminate her phone, so she carried on using it. When I complained they apologised and said any charges incurred for the line rental would be waived and I would pay for the calls which I did.
Six months later I receive a letter from a debt recovery company for the full costs! After much discussion with so many disinterested people and a lot of calls & emails the matter was resolved -or so I thought. I've now discovered that O2 have registered the account as being currently in default on my credit reference file, despite there being no contract in existence. I am now trying to get them to amend their error but like you have been penalised for their inefficiency. Make sure you get everything in writing and send any correspondence recorded delivery - they have a knack of mislaying files and a very short memory about discussions & decisions. I hope you have more luck than me.
O2 customer service is appalling I wouldn't recommend them to my worst enemy...