Monday, 14 July 2014

Don't Mess With Me, O2 Mobile

It's a ranty blog I'm afraid but I'm standing up for the little people and all those who have been lied to by O2 Mobile.

At the beginning of the month, the teen's contract on his Blackberry was due to run out.  Now we're talking a young man who uses an extraordinary amount of data in a month so he knew he had to be very careful about the next deal he got himself into.

After endless calls to their 'advisers' and 'Gurus'- trust me, I am now using both terms VERY lightly - he was told in a black and white transcript on 'chat', later confirmed in an email, that he'd be allowed unlimited data but his speed would be slowed down to 15 kb/s, but not stopped, once he reached his allowance.  He also wouldn't have to pay any extra for this.  Their website also states (at time of writing):

If you don’t purchase additional data and continue to use the O2 network, your service will be slowed down.

So we weren't best pleased to find, two weeks into the new phone contract, that this was an out and out lie.  On reaching his limit today, his data allowance was stopped altogether.

I was not a happy Misfit when I found that, due to the fact that my son's phone is in my name, I had to spend the best part of an hour on the phone to be talked over, talked down to and eventually told by 'Matthew-I'm-Sorry-I-Can't-Give-You-My-Surname' that there was 'no one above him' (Oh, perlease!) and we had  clearly been 'misadvised'.

So that means that we had entered into a contract based on false information.  Fact.  So if I go and buy a car and the salesman tells me the brakes are fine but the first time I drive it, I find myself wrapped around a tree due to brake failure, my family would just have to console themselves with the fact that I'd been 'misadvised' would they?

By my reckoning, 'misadvising' is telling porky-pies - unless the 'adviser' hasn't been given up-to-date information - in which case they should at least check their facts when asked to clarify a specific point.  In any event, the company should stand by what clients are told by their representatives.

I was then offered the option of buying a 'bolt-on' to resolve the situation.  Excuse me?  My sausages and cauliflower cheese are burning in the oven while I try to sort the mess you've created and you expect me to pay extra for the privilege?  I don't think so.

At no point could I get 'Poor-Matthew-With-No-Surname' to admit that we were at a deadlock ('I'm not at liberty to answer that question') and that my only option would be to take our complaint to OFCOM - the one bit of training these so called 'Gurus' must have received  is to just keep talking over people until they roll over and die.

But I am The Misfit so I carried on regardless until I eventually spoke to someone above 'Poor-Matthew' - yes, such individuals do exist, you poor deluded man!  This gentleman was so helpful and so polite, he was even able to give me his surname - funny, that!  But he could still only admit that we had indeed been given false information and was actually surprised when I quoted his company's website info back at him.

'No.  That shouldn't still be on our webpage.'

More lies, I told him.

I was met with what I can only imagine was a panicked silence.  Eventually the deal that was put on the table to me was a fair one and one that I was prepared to accept.  But we can't be the only people having the wool pulled over our eyes by tricky words and back-tracking on deals, so I won't leave it at that - I once won a case for my mother over a £500 gas bill because they'd stopped sending her bills even though she'd alerted them to the fact!

Anyone that knows me will know that I won't be unfairly treated, lied to or 'misadvised' - that's a surefire way to get The Misfit's feathers ruffled.  And you don't want that!


  1. Hello Amanda,

    Having just seen your blog and your tweets too- we’d firstly like to say how sorry we are that you've had a bad time (we hope no harm came to your Cauliflower and Sausages).

    Joking aside, whenever something is said that’s not quite right or things happen that go against what has been promised it can be very frustrating if you can’t get things sorted right away, so we’d like to do all we can to help and put The Misfit feathers back to their happy place.

    We’d like to look into all the details with you and get things sorted, with that in mind can you send us all your details including a contact number and any relevant information like the chat transcript (if you have it) to webteam @ o2 . com – Once you've been in touch we’ll ask you some security questions then look straight into it with you.



    O2 Social Media Team

  2. Sadly, I know only too well how you feel having been one of those "Matthew with no surname" advisors with O2's biggest rival.

    The biggest problem, not only with O2 but with Vodafone, EE and the rest is that they outsource their customer services to call centre companies with an extremely high turnover of staff (most of whom are under 24 years old). This causes constant inconsistencies in the service provided. Team Leaders are under extreme stress because Team Managers just seem to vanish and can never be found when needed to escalate a call to. It's a never ending circle and the person suffering is the poor customer.

    Another problem with the inconsistency is that a customer very rarely speaks to the same advisor twice because they seldom get the same call centre twice. So the advisor they do get is relying on the notes left by the previous advisor, often from a different call centre and quite often in a different part of the world.

    O2's customer services have gone drastically downhill since I switched from Vodafone and that's largely due to them outsourcing most of their operation.

    Finally, Matthew was well within his right to withhold his surname, same as an employee name badge of someone serving the public should never have a surname on it (and the reason I refuse to wear mine at work).

  3. I have fallen foul of: Post office, Royal Mail, Aviva, Nat West Bank, BT, and Dyson. On each occasion, I have taken to Twitter. This is the only way these companies will ''jump''. Get it on social media, get it retweeted and keep it coming. (I have also gone on Twitter to praise companies who give good service)

    1. Yes, Carol, Twitter is the way to go because they don't want bad word to spread. I've had 2 calls today to try to resolve the situation but I will still keep fighting - at the end of the day we were still lied to. Simples!