o2 - Annoyed with them

thedrewser · 28-11-2011, 10:08

Last week I closed my account with O2 after the end of an 18 month contract and went to Three (purely for coverage issues).

Anyway, throughout my contract period I have been very impressed with O2's customer services, and in particular their online chat with a representative service. Saves a lot of frustration on the phone to a call centre.

Anyway, I get a text saying I owe then £16.50 (my wife cancelled direct debit hence why they didn't just debit the money). I asked O2 to check the amount as it was for a full month and I didn't think it was right. They confirmed it was corerct, so I paid it thinking that was my account cleared and closed.

However, I get my final bill and it shows a £6 credit!!!!! What a farce and O2 has let themselves down in their "customer service" rating. In addition, I would never have known about the credit owed if I hadn't asked for a final bill to be sent (which was just for my own confirmation).

In just a few days, O2 have undone the good reputation they built up with me over 18 months.

I know it's only a very small matter, but it's little things like this that make me really frustrated with big companies because they always take time to sort out that's far in excess of the size of the problem.

Right, rant over.

Kopite76 · 28-11-2011, 10:12

try closing an account with them that was held for >10 years, cancel the DD (thinking it was fully paid) to be sent a letter from their debt collection agency demanding £19.

disgrace.

interactiv-uk · 28-11-2011, 12:17

It's always safest to wait a month or so before cancelling your dd of this very reason. It would have all been sorted automatically with no hassles if you were't so quick to cancel.

I've seen this happen loads of times with different companies and with the dd guarantee you are safe that in the event the company takes another payment in error, your bank will refund it.

thedrewser · 28-11-2011, 13:20

Quote:

Originally Posted by interactiv-uk

It's always safest to wait a month or so before cancelling your dd of this very reason. It would have all been sorted automatically with no hassles if you were't so quick to cancel.

I've seen this happen loads of times with different companies and with the dd guarantee you are safe that in the event the company takes another payment in error, your bank will refund it.

Unfortunately it was my wife who cancelled it without my knowledge. I agree it would've been sorted out if she'd left it in place, but, why did O2 tell me a final figure one day then a different figure just 24 hours later?

28-11-2011, 10:08	#1
thedrewser Forum Member Join Date: Oct 2007 Posts: 1,818	o2 - Annoyed with them Last week I closed my account with O2 after the end of an 18 month contract and went to Three (purely for coverage issues). Anyway, throughout my contract period I have been very impressed with O2's customer services, and in particular their online chat with a representative service. Saves a lot of frustration on the phone to a call centre. Anyway, I get a text saying I owe then £16.50 (my wife cancelled direct debit hence why they didn't just debit the money). I asked O2 to check the amount as it was for a full month and I didn't think it was right. They confirmed it was corerct, so I paid it thinking that was my account cleared and closed. However, I get my final bill and it shows a £6 credit!!!!! What a farce and O2 has let themselves down in their "customer service" rating. In addition, I would never have known about the credit owed if I hadn't asked for a final bill to be sent (which was just for my own confirmation). In just a few days, O2 have undone the good reputation they built up with me over 18 months. I know it's only a very small matter, but it's little things like this that make me really frustrated with big companies because they always take time to sort out that's far in excess of the size of the problem. Right, rant over.

28-11-2011, 10:12	#2
Kopite76 Forum Member Join Date: Sep 2005 Posts: 180	try closing an account with them that was held for >10 years, cancel the DD (thinking it was fully paid) to be sent a letter from their debt collection agency demanding £19. disgrace.

28-11-2011, 12:17	#3
interactiv-uk Forum Member Join Date: Jan 2007 Posts: 587	It's always safest to wait a month or so before cancelling your dd of this very reason. It would have all been sorted automatically with no hassles if you were't so quick to cancel. I've seen this happen loads of times with different companies and with the dd guarantee you are safe that in the event the company takes another payment in error, your bank will refund it.

28-11-2011, 13:20	#4
thedrewser Forum Member Join Date: Oct 2007 Posts: 1,818	Quote: Originally Posted by interactiv-uk It's always safest to wait a month or so before cancelling your dd of this very reason. It would have all been sorted automatically with no hassles if you were't so quick to cancel. I've seen this happen loads of times with different companies and with the dd guarantee you are safe that in the event the company takes another payment in error, your bank will refund it. Unfortunately it was my wife who cancelled it without my knowledge. I agree it would've been sorted out if she'd left it in place, but, why did O2 tell me a final figure one day then a different figure just 24 hours later?

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o2 - Annoyed with them