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Hello,

 

This is in reference to one of my previous complaints in this reference.

 

I placed an order for new SAMSUNG TV and SIM card via o2 online. Post 5 days placing that order, I contacted customer care to know the status. The customer care executive said that another order will be placed by him as the previous order had some issues and the first order would be terminated.

 

But at some point of time later, I could see 2 orders of the same product in my account. Despite contacting multiple times about this issue, I have  been informed by the customer service executive that the duplicate order would be cancelled and I would have only one order. Later I started receiving both the orders delivered to my place where I cancelled one of the deliveries.

 

I complained this as well to the customer care and I was informed that there is no issues since the delivery has been cancelled. Now that I could see, I am charged for the cancelled order and the order is still reflecting as an active order in my account.

 

My question is,

  1. Why is the customer service so complicated and troubling the customers?
  2. Why is it taking  more than 20 days to cancel an order that was created by customer care?
  3. Why am I being charged for a cancelled order?
  4. Why is the customer care not responsible for some issue created by them?
  5. Why is that multiple follow-ups are required to resolve some issues?

 

My details are below-

 

First order placed by customer on 18/11/2021 - ref: xxx

Second order placed by customer service exec. on 23/11/2021 - ref: xxx

 

Multiple calls have been made to customer care to cancel  xxx but is not canceled till date.

 

First order was delivered on 07/12/2021. I made a call to customer care post this delivery but still no action was taken yet.

 

I received a call from DHL to deliver my second order but I asked DHL to cancel the delivery and informed the same to O2 customer service.

 

I was charged with SEPA mandate for my first delivery from 10/12/2021.

 

I called the customer care again to confirm that the second order needs to be canceled. Now, I am charged for my second order with SEPA mandate.

 

Kindly confirm how long will it take to cancel my second order as the product itself is not delivered. And how can a customer be charged for an undelivered order?

 

Despite multiple follow-ups to the customer service, this is how a customer is troubled without any proper action.

 

Thanks,

Karthik R

xxx243

Edit by o2:Andrea: verschoben von Mobilfunk Rechnung zu English o2 Community: Mobile

                           persönliche Daten entfernt - Datenschutz

Don't post personal information in a public forum!

Please note, I have typed the second order reference wrongly. The correct reference is displayed below-

 

Second order placed by customer service exec. on 23/11/2021 - ref: XXXXXXX08

 

This order (xxx) is to be cancelled and any amount debited has to be returned back.

Edit by o2_Andrea & o2_Kurt: persönliche Daten entfernt - Datenschutz

Hi @karthikr89 ,

 

the TV is still being processed. According to the latest data it is still on the way to our return department. After that, the process will continue, the contract will be cancelled and all of the payments will be returned. It’s taken quite a while for an answer from our return department, sorry about that!

It seems that the refusal of the delivery did not trigger the process as it normally should, which is why the contract started after a certain time.

My co-workers did not specify a date, so it may take a while for the process to be done.

Please let us know if anything new comes up  in meantime or if you have further questions.

Best regards,

Kurt

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