O2 complaint

DeanoVilla

DeanoVilla

One Bloody Number
Ok from the start....

I ordered Natalie a phone upgrade just before xmas. I had to pay a £20 upfront cost for the new handset.

The new phone was crap and not fit for purpose (if you left it on a table it would slide across over time and end up on the floor!) as it was made of glass and super shiny and slippery, so I called and cancelled the upgrade within the cool off period.

All good so far.

However I then received an e-mail telling me they were having trouble refunding me the £20 I paid upfront for the handset and I should call them with the card details I used to pay for it.

I called, offered them the card details, they said they didn't want them and it was just a case someone hadn't processed the refund correctly.

2 days later I got the same e-mail again. So I called, offered them the card details again, and got told they didn't need them and someone hadn't processed the refund correctly again! They assured me this time it was done and I'd have the refund on my card within 5 days.

A week later, nothing so I called again and was told someone hadn't processed the refund correctly... blah fucking blah.... this went on for 6 weeks and 7 phone calls!!!

Eventually, 6 weeks after the cancellation I received the £20 refund in my bank account (not on the card I used to pay for it, but hey ho, at least I had it).

2 days later, I got a Default Notice through the post informing me that I owed them £20 and was in breach of my credit agreement!! :26:

Now for someone with a clean credit history this might be water off a ducks back, but I had some financial difficulty 5 years ago and ended up with a couple of defaults... I've worked bloody hard to recover my credit rating and am less than 12 months away from having all my defaults fall off my file and being clean again. So when i received this default notice my heart sank and I felt sick!

So today I made a complaint. They said sorry for the delay in refund, it should have taken no longer than 10 days, not 6 weeks. They also said sorry for all the phone calls I had to make and sorry for the default notice and the panic that caused...... and then offered me a measley £10 in compensation!

I turned it down and asked to have my complaint escalated. £10 for all that just seemed derisory to me.

So what would you be asking for? What's a fair offer when the complaints escalations team call me? My bill is £24.50 per month. Would 1 month free be adequate or should I be asking for more?

Or do you think I'm being a greedy melodramatic git and should have just took the tenner?

Fcuking useless bastards. How can something as simple as a refund be so difficult. I cant be the 1st person ever to send a phone back.
 
Remember the film Falling Down? You could always do that.

 
£50 sound fine to me, too. They always try and get you cheaply that's any company. Had it with HSBC after Mom passed.

To cut a long story short someone there made a serious data control breach, by sending out confirmation of accounts for Mom to me (correct) but including 2 other departed persons statements.

The havoc that could have caused was unbelievable. They tried to fob me off with £50. I got £500 from them. I said no way, to this is what I wanted expecting to be halved, however they paid it without question.

It took me a full week to get someone at The HBSC in the legal department to fully understand the enormity of what someone had done. They thought it didn't matter cos the person was dead, now. I am like WTF.

In the end I went in my own bank spoke to them and they got hold of someone with some common sense.

The upshot it would have cost them alot more if I had gone to the FSA or/and the media. The customers never found out because I was honest. Even worse if that info had got into criminals hands.

Stick to your guns Deano
 
You can often screw them for a really good new deal/contract they are often unwilling to give cash incentives , that's if you are willing to swallow your pride.
 
Problem is Tarzan, 2 weeks after cancelling the initial upgrade, I went on to upgrade again and Natalie is perfectly happy with the new phone and the deal isn't too bad either, so not really much I can negotiate on the deal, phone front.

I don't expect cash (would probably take 2 months to reach me anyway! lol) but just waiving next months bill would suffice I think. Only £25 or so. It may seem petty, £10/£25 not much in it, but its the principle. Such a simple thing, should be automated, probably happens every day, yet they screwed it up so badly to the point they sent out a default notice. And they value that at £10? Just doesn't sound right to me.

 
I would always aim for 6 months free and work back from there, I did it with EE Broadband and was surprised the went with my initial offer of 6 months free broadband and line rental.
 
lol Juan...

Must admit, when I had my last hassle with 02 I nearly moved but then realised it won't impact them and I quite like some of the fringe (I used to have one of those) like the priority tickets (which got Deano me and our mate to see the Prodigy at the 02) etc..

They are all roughly as bad as each other I think.
 
Time/trouble/data protection breach in the notice of default - at least £50.

Tot up phone calls = expected cost

Time = charge at hourly earnings (or search civil CPR rates for litigants in person - went up to £18ph last time I checked but might have changed if you want to be arsy)

Make sure you mention you want written confirmation any mark on credit file for breach of contract has been removed or you'll follow up with Information Commissioners Office and resubmit complaint and if not happy go to Financial Conduct Authority and if not happy with their recommendation pursue private claim in the alternative - but obviously you'd rather draw a line under this now.

Obviously those steps incur more costs you'd ensure you recovered on top.
 
Well she called and offered me £50. Seemed fair enough to me. Really can't be arsed arguing anymore and £50 seemed a lot fairer than £10 which was just a joke. She was really apologetic and pointed out that my issues would be acted upon and training given to the staff so cant really moan.

I did ask for a blowjob too as she sounded hot, but she said only if I give her the £50 back and I'm skint so hey ho
 
I left my phone on a plane at Palma airport.
The Thompson rep said we could go and fetch it the next day.
The next day,the rep never turned up,so I spoke to 02 via my wife`s phone.They cancelled it immediatley and told me that unfortunately someone had run up a bill of £300 odd in less than 24 hours.I was assured that it wouldn`t increase as they had cancelled it.
When i got home,they gave me a £1000 odd bill.
Basically they said that when they had told me it was £300,the rest of the bill hadn`t shown up and it wasn`t their fault that their employee had assured me that it wouldn`t increase.
To cut a long story short,I told them bollocks and we agreed on me paying £300.It took numerous letters and phone calls and threats of bailifs (i was working nights and wasn`t having them turn up when my wife and daughter were in on their own).
I threw my England rugby top in the bin (with the 02 logo on) and have never used them since and will never use them again.
Wankers !

 
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