August 22, 2009

O2's first cock-up with me

Well, that didn't take them very long...

I've only been with O2 for two months and I've experienced their first cock-up today.

O2 don't send out paper bills unless you specifically ask (and pay) for it. I have no problem with that, trying to save the rainforests and all that, but I do (try to) run a business and I want to write the mobile phone off as a business expense. For that I need a paper bill.

So, on July 22nd I enquired about the possibility of receiving real bills. The next day I received an e-mail from a certain Ankit Dhir in Customer Services informing me that this could be added to my account for an extra 97p per month including VAT. I replied giving my agreement to the extra charge (I can write that off as well...) and received confirmation less than 8 hours later from a certain Vivek Sharma, also in Customer Services, confirming that this was added to my account.

Over the next month I checked my account periodically to see if there was any mention of this. There was none. I didn't let it bother me too much and supposed that it would appear on August 22nd (ie. today), when the next bill was due to be sent out.

Fast-forward to today, and I receive the next bill by e-mail. There is no extra charge for the paper bill. So, that's another £20 I won't be able to write off as an expense. It's not much, okay, but it's the principle. I got on the horn to Customer Services at O2, which to their credit is apparently somewhere in the UK and not in India, and spoke to a helpful lady with a strong Birmingham accent. She confirmed that the request was recorded but hadn't made it to my account settings a far as she could see.

Anyway, she's going to give me a call on Wednesday to see if a paper bill does turn up. If it doesn't she'll have one sent out anyway. If it does, then I'll probably have to pay for that next month.

The problem will be solved and it's not that important in the grand scheme of things. It's just annoying that something so simple could go wrong like that.

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