O2 acknowledges O2 Money cash-loading issues

Comments

• LOL..There are lot's of reasons you might not be able to load onto a prepay card...Trapped by fraud prevention, ineligible "donor" card (Credit Card), Donor cards where the issuer has decided not to allow their cards to do it...And surprise, surprise where the load breaks the rules os the scheme (Annual/Monthly/Daily limits imposed by FSA)....
  
  So it might appear to be a system malfunction, it could quite possibly be working correctly !! Posted by BOCO, UK
• i have load my O2 MONEY card with 50 pound, and later find that it had automatically loaded twice.
  call customer service, complaint, result my card got retain and receive letter that they have cancel my card. still waiting for refund of money.
  Call my bank and they say to wait for O2 as you use debit card and they cant reverse debit card transection, and thats why O2 not accepting credit card uploads as customer can get it refund if they goes wroung.
  Its the WORST SERVICE I HAD EVER SEEN IN MY 48 YEAR OF LIFE.
  WORST -----VE , NEVER RECOMMEND TO ANYONE. Posted by James Holland, UK
• We "arranged" for one of these for our son because we wanted something that would support our son through University. We wanted him not to be able to go overdrawn - with all the rip-off charges that engenders - and we wanted to be able to load cash remotely at will as well as by standing order. We like the o2 brand and two of us are already customers. Their service is usually pretty good. We also liked the text advisories which would help to keep him on the straight and narrow.
  
  Initially it was a bit of a struggle to set up as it had to be in his name. That was about six weeks ago. Once we got over the initial hurdle of having to wait a week between first two loads, we set up the standing order, which worked perfectly for two weeks.
  
  Now for the third week running my wife and I have been on tenterhooks and have wasted hours of our time trying to
  
  a) load money onto the card and getting this message
  
  a) load money onto our son's card and getting this message
  Add money to an O2 Money card
  
  Something’s wrong with the card you used or the card you want to add money to. Check both, then try again.
  
  
  b) get a response from Natwest via the 10202 o2 web contact number. This afternoon I waited at least twenty minutes for an answer. Finally I was greeted by a nice young man called Jack who was not aware of any problems with the web site yesterday or today and had no notes of what to do other than advise customers to "keep trying". He was not aware either of any other complaints about the service, which I put down to the fact that nobody else was able to get through on this "service" to lodge a complaint.
  
  I was advised that his manager, Matthew, was in a meeting which may take a long time but that he would get back to me as soon as he was out of his meeting.
  
  Prior to calling, I had had a rapid response from the secure code line who advised me there was nothing wrong with my card - from RBS - in the same way that there was nothing wrong with my wife's card - from Nationwide. the problem was with o2 and Natwest's web site. They advised me to make the payment by telephone, but it transpires that neither o2 nor Natwest offer such a service.
  
  Jack advised that I could lodge a written complaint to the following address:
  
  Natwest
  o2 Money card service
  PO BOX 1747
  Southend on Sea
  Essex
  UK
  SS1 9AJ
  
  no contact email address
  
  All of this is a re-run of last week's fiasco which took two days for o2 and Natwest to resolve, cost my wife and I several hours of inputting card detail and hanging on phones trying to discover what was wrong. In the meantime our son's card, which he relies on at University for food etc., was rendered useless. We then had to go to the additional expense of sending cash in a letter to him - with the attendant postal strike risks, in order that he could eat.
  
  During that last set of phone calls,the staff at Natwest seemed to be completely in the dark as to what was going on with the "service" and sent us off on wild goose chases with securecard (always responsive) and our banks.
  
  In all, this o2 money card seemed a bright idea but in practice is too risky and unreliable. Just a marketing ploy. not sure who it will backfire on.
  
  This has cost us a fortune in wasted time and now the lad has to get on a train with no ticket to get home because he has no money
  
  Posted by ger, uk