Warum O2
Warenkorb
 Service
Frage

Unable to reach English speaking customer executive

S
Rang

Hello all,

Its my last attempt to check if there is any other option to reach English speaking customer service executive.

Previously, I had connected with German speaking executive and upon asking to transfer to English one, they asked me to wait and I waited for about 45 minutes in total 4-5 times and no one picked the call and ultimately hung up.

What's worst is that I have been charged for this call, I mean I wouldn't expected that my service provider will charge me calling them. In my invoice I can check there number call 4-5 times, each call of 45 min. And they cannot answering the my call now to resolve this issue.

I am so frustrated with the service so far. I need help with false invoice amount that have been charged.

 

Edit by o2_Katja: Verschoben in unsere Englisch Community

8 Antworten

bs0
Rang
Benutzerebene 7
Abzeichen +7

Please remove your phone number. This is a public forum!

If you want help here, you need to explain what your issue is. Nobody from o2 can phone you from here.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
S
Rang

So, I have O2 Blue Basic plan, which has monthly base amount of 6.99 euros, but since last two months, I am getting invoice of 24.68 and 31.63 euros and the reason why I charged mostly is because I called the o2 customer service (00491768885522) and waited for about 35 to 45 min each call and I had such 5 - 6 calls in total.

Still I cannot be able to connect with English speaking executive and hence couldn't be able to resolve this issue. 

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

And what is the issue? You have made several calls to Austria, so that is part of the reason for the charges. Your tarif also does not include a flatrate to mobile numbers.

 

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
S
Rang

I am not talking about call to Austria. My concern is I have been charged calling o2 customer service which suppose to be free, if you can see in the picture, the number 00491768885522 is of O2 and Iwould not have expected that O2 will charge me calling them in order to resolve the issues. I was trying the connect with English speaking customer executive and no was picking up the call, and it happened several times, if you can see in the image.

bs0
Rang
Benutzerebene 7
Abzeichen +7

Where does it say that this number should be free? It is a mobile number so it is charged at that rate. I can understand that you may not have expected that, but your tarif with o2 does not include unlimited calls to mobile numbers.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
S
Rang

It is hotline number from O2 mentioned in their contact details which suppose to be free. if it is not free, they at least mention there that it is paid call.

What I believe,

  1. It not fair If I am getting charged from my own service provider calling them on their hotline number to resolve the issue.
  1. And not picking up call at all is the worst service I’ve even seen in my entire life from a service provider, which is why the reason they kept me hanging on the call and charged me for those minutes.
bs0
Rang
Benutzerebene 7
Abzeichen +7

To my knowledge in most places it says something like 'charges depending on mobile tarif'. There is also a landline number.

https://www.o2online.de/kontakt/

1. OK.

2. Waiting times differ depending on the time of day. English telephone support is not great, that is true.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
o2_Andrea
Benutzerebene 7

Dear @Saket ,

 

welcome to our community. :mouse2:

As @bs0 already mentioned, the charges for a call to our hotlines depends on the mobile tarif. Thank you @bs0 for your support. Most customers uses tariffs with flatlines. You are using an old tariff, that has onla a small amout of free calls.

It might be advisable for you to change to a current tariff so that you can also enjoy the flat rates for telephoning.

But you will not have called the hotline to complain about the cost of the call you just made, you will certainly have had another concern. Has this been resolved or can we help you with it?

 

Kind regards,

Andrea

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica