My elderly relative uses a Pay as you go phone for emergency purposes only.
After not using the phone to make a chargeable call within 6 months, the sim is deactivated, this is the same with many networks.
After calling to reactive the sim, the lady at the call centre asked for the phone number and said that the phone had £32 credit on which would be lost and I must now wait at least 24 hours and reactivate the sim by topping up the phone with at least £10 credit and making a chargeable call, she then said her goodbyes and ended the call.
I phoned back, not happy with the prospect of the company bagging the £32 and expecting me to put more onto the phone, and again had a converstaion with a rather unhelpful asssitant who asked me why there was that much credit on the phone, saying it was fault and that they will not do anything to reimburse the credit.
I ask if her is it because they can't do anything about it, Or won't do anything about it, she replied can't.
After telling her that i think thats a complete joke, i ended the call.
Next call was directed to the department which deals with customers disconnecting from O2, I said i wanted the PUK code to keep the number on a network which is not run by bandits.
For an assistant who works in a department which probably gets many irrate customers wanting to leave the network, she was by far the most polite and helpful. She asked me why i wanted to leave o2 and i started to explain the scenario.
Understanding where I was coming from she said she would redirect me to customer services.
Here we go again i thought...
After being transferred, the assistant asked for the mobile number, and told me the ammount of credit on the phone before it was deactivated. Without me venting anymore frustration she said "As it is a large ammount of money i will but it back on the phone"
I was more shocked than anything, I thanked her for her help, but expressed my dissapointment that 2 previous customer service assistants had contradicted what she has said, and provided an inconsistent approach to the customer service i had recieved.
Finally case closed.
Lessons learnt - Ask for names to use as refernces, make a chargeable calls now and again on all pay as you go phones that do not get used regularly.
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