Not quick at sorting problems (O2)

Member Name: blazeybug

Product:	O2
Date:	24/06/09 (29 review reads)
Rating:

Advantages: When they are good they are very very good...

Disadvantages: ..but when they are bad they are horrid!

I have been an o2 customer for about 4 years.

In general I find their service very good. Customer Services are always very helpful and obliging.

When I last wanted an upgrade I gave them a call to discuss my options. They told me that because I had been a customer for so long I got better deals and managed to get a fantastic bespoke package for a very low cost (£15 per month for 400mins and unlimited texts).

I have had some problems with them though.

When I had been with them for about a year I received a bill that seemed a little high. I contacted them and it transpired that they had charged me for my tariff twice (this was when I was paying £30 per month). No major problem really - I just requested that they rectify it so I could pay the £30 owed. This was where it all went a bit pear shaped.

They said they could not edit it and that I would have to pay the incorrect bill otherwise I would be cut off, but that they would credit my next statement. Not very happy but needing my phone I did this. Only to find the next month the same had happened.

This went on for around 3 months and took me around 6 hours in phone calls to o2 to rectify. It ended with me getting the money back that I had overpaid plus £100 credit on my account for my trouble. I realise that is very good of them to do but it was so much grief. I was kept on hold for 30 mins at a time and passed from department to department, with no one actually being able to help.

It was only when I called to cancel the contract (as I had just had enough!) that the matter seemed to get resolved.

Touch wood I have never experienced any other issues with them.

My general opinion is that when things are going smoothly they are a fantastic company, but when there are problems from their end it is a nightmare to sort out!

Summary: A good company but getting problems sorted takes forever!