discomimi
13-11-2007, 08:41 AM
I was a happy O2 customer for 4 years in the UK until I decided to return to Australia and I became a decidedly unhappy customer.
When leaving the UK I still had 3 months left on my contract, so when I rang to find out how to cancel it, the very friendly customer service guy suggested it would be cheaper for me to sign-up for another year on a really low tarrif of 8 pounds per month, which would also be convenient should I decide to return to the UK and as a bonus for doing so I got a 100 pound credit anyway... so it should have actually only cost me around 25 pounds-ish in the end.
HOWEVER, for the year following I think I was actually billed correctly 3 times. I had to call 7 times - internationally, spending anywhere from 15-30 mins on the phone - to highlight that I was being billed wrongly. Each time I was assured I would be credited and the billing resolved and each time credited but billed wrongly again.
When I reached the end of the contract and breathed a huge sigh of relief to know that I could finally get rid of the hassle my phone had become, I rang again to cancel the contract. Again a very friendly customer service man suggested I transfer the phone to a PAYG, so I could continue to keep the number. Lulled once again by the friendlyness I agreed.
HOWEVER, it should probably come as no surprise that o2 was also incapable of getting this right... despite sending the letter with the PAC code to my correct address in London (where my friend still lives) they sent the SIM card to some random address in Orkney which - I was assured by the woman I spoke to when I rang to find out where the SIM card was - was an address I must have lived at... despite the fact that I have not any recollection of ever having done so or even come close to doing. After a long and involved conversation she managed to organise for another SIM to be sent to my "correct" address... repeated to me by her as she read it off the screen in front of her. I hung up not completely happy, but what can you do.
30 mins later I decide enough is enough and ring back to cancel the phone completely. the guy I speak to brings up the SIM details to cancel it and reads out the address to me... IT'S THE WRONG FRIGGING ADDRESS!!!!!!!!!!!!!! And then he tells me I have to give 30 days notice in writing!!!!!!!!! Great!!!!! paying another month for a phone I don't use from an appallingly useless company I have no desire to deal with anymore!!!!!!!!!
So I have now sent my notice and wait in eager anticipation to see if I am billed for the last month correctly and if they do actually manage to coordinate cancelling my contract.
I won't be recommending o2 to anyone else. EVER!:mad:
When leaving the UK I still had 3 months left on my contract, so when I rang to find out how to cancel it, the very friendly customer service guy suggested it would be cheaper for me to sign-up for another year on a really low tarrif of 8 pounds per month, which would also be convenient should I decide to return to the UK and as a bonus for doing so I got a 100 pound credit anyway... so it should have actually only cost me around 25 pounds-ish in the end.
HOWEVER, for the year following I think I was actually billed correctly 3 times. I had to call 7 times - internationally, spending anywhere from 15-30 mins on the phone - to highlight that I was being billed wrongly. Each time I was assured I would be credited and the billing resolved and each time credited but billed wrongly again.
When I reached the end of the contract and breathed a huge sigh of relief to know that I could finally get rid of the hassle my phone had become, I rang again to cancel the contract. Again a very friendly customer service man suggested I transfer the phone to a PAYG, so I could continue to keep the number. Lulled once again by the friendlyness I agreed.
HOWEVER, it should probably come as no surprise that o2 was also incapable of getting this right... despite sending the letter with the PAC code to my correct address in London (where my friend still lives) they sent the SIM card to some random address in Orkney which - I was assured by the woman I spoke to when I rang to find out where the SIM card was - was an address I must have lived at... despite the fact that I have not any recollection of ever having done so or even come close to doing. After a long and involved conversation she managed to organise for another SIM to be sent to my "correct" address... repeated to me by her as she read it off the screen in front of her. I hung up not completely happy, but what can you do.
30 mins later I decide enough is enough and ring back to cancel the phone completely. the guy I speak to brings up the SIM details to cancel it and reads out the address to me... IT'S THE WRONG FRIGGING ADDRESS!!!!!!!!!!!!!! And then he tells me I have to give 30 days notice in writing!!!!!!!!! Great!!!!! paying another month for a phone I don't use from an appallingly useless company I have no desire to deal with anymore!!!!!!!!!
So I have now sent my notice and wait in eager anticipation to see if I am billed for the last month correctly and if they do actually manage to coordinate cancelling my contract.
I won't be recommending o2 to anyone else. EVER!:mad: