A live chat today with O2 lasting shy of 90 minutes. That’s one and a half hours. Why live chat? Simple & cost effective? Not on your nelly. In a nutshell, i missed a payment of £100 and called up to solve the problem. I’d lost my bank card, reported it lost so had to pay by bank transfer which takes several working days. The woman i spoke to told me that was fine no problem, the bar was lifted and she would look forward to my payment. Until I got blocked again (apologies for spelling errors!)
Welcome to O2. Someone will be with you soon.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
You’re through to Sheena.
andrew: My phone has been stopped from making outbound calls and i need the bar lifting for that please.
Sheena: Can I have the full name and mobile number as it appears on the account?
Sheena: Please can you tell me the 2nd and 5th character of the answer to your security question?
Sheena: Thanks for the information. Please give me a few minutes while I check this for you.
Sheena: I have checked that your service was restricted due to non payment.
andrew: i phoned up about this on thursday and got it lifted because i paid £100.50 in the bank
andrew: that was Thursday
andrew: the woman said she would life it for me which she did
andrew: and my payment would take upto 4 days to clear
Sheena: I have checked that your payment was failed because the bank forwarded back the payment.
andrew: on 1st june ?
andrew: as i have just told you
andrew: i made a payment over the bank on the weekend
andrew: i phoned up and spoke to someone who lifted the bar. this was 3 days ago
andrew: and now you simply have to wait for the payment to clear.
Sheena: Yes, I can see that you made the payment but the payment was failed.
Sheena: Since your bank forwarded back the payment so you will need to contact your bank to know the details.
andrew: whats o2s sortcode and account number?
andrew: so i can pay it into the bank
andrew: what date did the payment fail ?
Sheena: 18th May.
andrew: i have just told you twice
andrew: that i made a payment in the bank on THURSDAY
andrew: THURSDAY 31st MAY
andrew: into o2s bank
andrew: so i have made the payment now YOU have to wait for it to clear
Sheena: Let me check this.
andrew: i spoke to a woman about this who said that was fine and lifted the bar for me
andrew: and told me it was fine and o2 should have the money by Friday of this week,
Sheena: I have further checked that you have not made any payment on 31st May.
andrew: how can you not understand what i am telling you? this is basic stuff. i dont work for o2 and understand how it works better than you.
andrew: I paid 100.50 into your account AS ADVISED by a woman on the telephone. she gave me your sortcode and account number to pay the money into. your account is HSBC i am barclays. i put my telephone number as the reference number.
andrew: this was paid and will clear into your account within 3 working days.
andrew: because of this, my bar was lifted.
Sheena: Please bear with me.
Sheena: It is taking a bit time due to system issue.
andrew: no problem.
Sheena: Thanks for waiting.
Sheena: Please check your bank statement as no payment has been received by us.
andrew: sheena, i have now told you 5 times. IT TAKES 3-4 working days for this money to clear into your bank.
Sheena: I am sorry Andrew.
Sheena: My mistake.
Sheena: Once the payment appears on the account, you can contact us again and we will remove the bars.
andrew: ive already had the bar removed. on saturday.
andrew: the woman told me that because i had paid over the bank this was fine.
andrew: i told her you would have the money by friday of this week.
andrew: if you check the notes from saturday you will see this
andrew: this is taking up too much of my time. all you need to do is remove the bar and the money will clear on Friday.
Sheena: I have checked the details and did not find any notes regarding this.
Sheena: Once the payment appears on the account, the bars will get removed.
andrew: i need a manager
andrew: you are incompetent
andrew: please can someone call me
Sheena: Could you please fax us the bank statement that shows the payment?
andrew: i dont have a bank statement as i paid it over the bank
andrew: i need my phone today
andrew: you are not helping matters here
andrew: please phone me
Sheena: I want to help you but we also tied by our rules and regulation.
andrew: i understand
Sheena: Without any evidence I can not proceed to make any changes on the account.
andrew: i dont need changes
andrew: i need my account simply unblocked
Sheena: I’ll appreciate if you understand this.
andrew: i cant speed this payment up
Sheena: This unblock comes in the change of account.
andrew: it was been paid and we have to wait for it to clear
andrew: thats not true. this phone has been blocked 3 times in the last 12 days and evreytime i have called up and had it unblocked
andrew: with no problem at all.
Sheena: Without any clear payment we can not unblock it.
Sheena: After the payment shows on the account, it will be unblocked.
andrew: bear with me 5 minutes
andrew: what time did we start speaking?
Sheena: Please let me know if you have any other concern.
andrew: i want to know how long i have been talking to you on live chat for
Sheena: 51 minutes.
andrew: can you tell me the last note on my account?
Sheena: It is:
Sheena: lost bank card wanted our bank details for bank transfer also removed bars
andrew: so the bar was removed before a payment was received
andrew: i have now paid and it will take 3 working days
andrew: why cant you remove bars?
Sheena: For this the payment has to be clearly shown on the account.
andrew: it wasnt the last 3 times if u read the notes
andrew: so why are you different
Sheena: On the notes it is written that we need bank details.
andrew: but she removed the bar? so what do u mean
Sheena: I have already told you in the beginning that if you can you need to fax us the bank statement to get the bars removed.
Sheena: The bars has not been removed so you are not able to make call.
andrew: ive told u i dont have one. i dont get bank statements. im a paperless bank account
andrew: the bar was removed on saturday
andrew: Sheena, the notes on Saturday state that i called up and told you i had lost my bank card and would make a payment by transfer. I did this. my bar was lifted on saturday.
Sheena: The bars were removed on 2nd June, but since the payment did not show up on the account so it was automatically placed on the account.
andrew: it wasnt automatically placed back on the account. it was put back on today.
andrew: thats 4 days.
andrew: as i have now explained to you the money has been paid and will be in your account on friday. i cant prove this by bank statement as i dont receive them.
andrew: you will have to trust your customer in utmost good faith.
andrew: and please unblock my phone,
Sheena: We do have trust in our customers but there are certain rules that we need to follow strictly.
Sheena: To save my job.
Sheena: I hope that you can understand my bindings Andrew.
andrew: sheena, you will be doing what has been done for me 3 times in the last 3 weeks.
andrew: i dont understand how you can be any different.
andrew: it is causing me a great inconvenience
andrew: No Sheena, i dont, because the last advisor didnt have a problem. neither did the one before, or the one before them.
Sheena: I am sorry but there is a huge outstanding amount on your account.
andrew: there isnt
andrew: its been paid.
andrew: i have told you about 7 times now i think
Sheena: But it does not show up.
andrew: because it takes 3 working days to clear, thats 5 times ive told you that.
Sheena: I can understand what you are saying but you are not able to understand what I mean Andrew.
andrew: I am able to understand.
andrew: You can unblock my phone, but wont, because you say you will get in trouble.
andrew: I have paid my bill and 02 will have it Friday.
andrew: there is nothing more i can do. in the mean time i will be about 4 or 5 days without service and will then complain further than i have missed important calls and been stopped from making important calls.
Sheena: Once your bill shows up the bars will be removed.
andrew: and as a result this will go on and on and i will seek more and more.
andrew: you still havent explained to me why this wasnt the case the last 3 timeds i called.
Sheena: If you have made the payment then it will not happen again.
andrew: you have already told me it was removed on saturday.
andrew: what was the last note before saturday ?
Sheena: Yes, it was removed but since the payment did not cleared so it was placed again.
andrew: what was the last note before saturday ?
Sheena: It was regarding to billing concern.
andrew: what do the notes say ?
Sheena: The total charge is for Â£100.50
andrew: thats all the note says
andrew: what about the one before that
Sheena: We’ve stopped you being able to use data, make calls, text, call and receive calls on your mobile until you pay Â£23.40 towards your next bill.
andrew: well ive paid £100.50
Sheena: But it does not show on the account.
andrew: it takes 3 days to clear.
andrew: i paid saturday.]
Sheena: Yes, I can understand this.
andrew: yet still cant help?
Sheena: Once it shows on the account, the blocks will be removed.
andrew: so please tell me why it was lifted on saturday
andrew: and what the difference is to stop you doing it today
Sheena: Because we take our customers word.
andrew: but you wont today?
Sheena: But since the payment was not cleared so the block was placed again.
andrew: i didnt tell the last person i spoke to that you would get the money. THEY told me it would take around 3-4 days to transfer.
andrew: they were well aware you wouldnt get the money until Thurs/Fri
andrew: your advisor told me that
andrew: and lifted the bar knowing that
Sheena: Yes, but the payment is not received by us.
andrew: 5 minutes
andrew: be right back
andrew: in the last 5 minutes sheena i have phoned o2
andrew: i have been on live chat to you now for 90 minutes
andrew: the lady i have just spoke to had removed my bar
andrew: i am absolutely disgusted