Long story short (ish).
Old phone, out of contract, and paid by DD every month since Noah was a lad. Today I get a snotttogram saying I haven't paid and they are going to add a late payment surcharge unless I get off my arse and pay sharpish. So I ring them (O2) to find out what the problem is, and if they are trying to charge it to a card (I have changed one CC recently) or direct from my current a/c.
After about what felt like 2 hours but was probably only a 1/4 of that I finally spoke to a human. I say human, zombie might be a better description. He was as unhelpful as possible while still being polite. I did manage to establish that it was a DD on my bank, but he would not/could not explain why, after about 4 years, the payment process had failed. He insisted the problem was with the bank.
So off to Barclays, and another 15 mins of my life wasted before I got to a human being. This one actually helped (a bit) and we established that Telefonica had set up a new DD, Barclays had accepted it, but Telefonica had not asked for any actual money.
Abortive attempt to contact O2, after an age (actually nigh on 30 mins) listening to ghastly sounds intended to emulate music I was cut off.
Rinse and repeat.
Back to 02, this time on line. I tried to pay the overdue amount using a credit card, but failed in that. The O2 just plain refused my CC. No referral to Visa, just No.
Rinse and repeat.
I managed to raise the complaints team. They obviously have a new brief, make sure no complaint is ever registered. They did however manage to take my money (on the same CC the website refused 10 minutes earlier. They offered no explanation either, but they did recite the very long boring (and totally irrelevant) spiel in their script with better diction that the first bloke at the beginning of this saga.
All of this occupied me for most of the afternoon, I have omitted all the boring bits like having to receive assorted security codes by SMS, and having to repeat security about 17 times, via keypads and then the same answers by voice.
Do I know why the DD was set up to replace the one that has been in place for 4 years? NO
Do I know why, having set it up, they didn't use it? NO
Do I have any faith that this won't happen again next month? NO
Do I know that O2 cares about me as a customer? NO
Will I be signing up to 02 again? NO
