My experience with O2 over the last 25 months has been appalling.
I switched from personal to business in July 2018. From here I was being double charged for 10 months - which was affecting my credit rating due to bills being unpaid. I found out this after a random call from O2 and queries why I kept being alerted that bills were unpaid.
From here, we discovered that the guy instore was too lazy (and hungover) to actually made the number transfer and just opened another account.
After this was resolved and my number was transferred and was refunded the overpaid amount, I felt everything was ok.
From here, people would have to call me 2-3 times to actually get through as it would always go straight to voicemail.
I tried on numerous occasions to access my online portal, to which I would only be sent a link which didn't work (I counted 6 times this happened, and I STILL cannot access it).
then, 3 weeks ago, I decided that I no longer wanted to renew my account and contacted the live chat. I was advised that my account didn't renew until 05/21, which was strange.
I checked my contract and found this was false and contacted again - to which I was told the same thing.
From here I called customer service to talk about all of this.
I was apologised to and forward to the leaving department.
While on the phone to another nice and apologetic guy, I realised in my contract that it listed 24 months and NOT 48 as I was initially advised.
When I queries to the guy on the phone why I was never contacted to renew for another 24 months, offered a new handset, OR was now paying almost £20 more per month, to which he couldn't advise and transferred me to another dept to answer these queries.
After the transfer, I was going over this whole story, AGAIN, to which the guy started to get defensive and slightly aggressive with me. Eventually, he placed me on hold and hung up.
I called back, AGAIN, and went through this whole story, AGAIN, to which the woman interrupted me to basically ask me to cut to the chase (at this point I have to advise, as a business owner and someone who specialises in listening and communication skills, this treatment was beyond terrible!).
Once we got there, I felt grounded down and just wanted to stay on a sim-only contract that suited my needs. Surely it could only get better, right?
She advised that she count contact another department to advise that I had been overcharged for 25 months. She stated that I would only be charged for sim only for these last 25 months and I would be refunded the extra cost.
After calculating this I noticed that this would be over £800 for this time period.
I requested for this, and the new sim-only contract, to be emailed to me so that it was in writing, to which she agreed.
From here, I received the email to state the new sim-only contract. No other email on the refunded amount.
7 days later and I contacted live chat to query this. They advised that I was only refunded £50 for ONE month, NOT 25 as stated. When I asked why this was I was just told to call you guys. Cafe to say I was far too stressed and angry to do so and decided to hold off a few days.
Then, this morning, I received an email with my first bill, that I agreed would be £16 per month.
however, this email bill states that my bill (which is only 6 days old at this point) is now £24.25!
Even after me somehow trusting O2 after my previous treat and decided to stay on a sim-only contract, I have still been treated like a complete idiot that is simply there for profit and NOT the customer.
This has been by far the worst customer experience I have ever had.
As a business owner, I would be highly ashamed if I conducted my services even 1/10th in the way that you have.
I WILL be calling customer services to get this resolved and I WILL be leaving O2 with my owed monies.