Am I talking to a monkey?

Email sent to O2 customer service (for those f you who not know, a PAC is a Port Authorisation Code, a simple code you get from your current mobile operator so you can take your number with to another operator or SIM card):-

RE: Contact O2 (KMM406186923V38004L0KM)‏
From: Tony Andersson
Sent: 10 June 2009 11:11:06
To: mycarewebform@o2mail.co.uk
Dear Sir / Madam,

As per below, could you please provide me with a PAC so I can transfer my mobile number to a Pay & Go SIM at the end of my contract the 13th of this month.

Mobile number: ***********
Name: Tony Andersson
Address:
***********
***********
***********

Kind regards,

Tony


> Date: Tue, 5 May 2009 16:58:33 +0100
> To: silly_registrations@hotmail.com
> Subject: Re: Contact O2 (KMM406186923V38004L0KM)
> From: mycarewebform@o2mail.co.uk
>
> Good Evening Tony
>
> Thanks for emailing us to transfer your phone number 07964 700 334 to a Pay & Go account.
>
> Your 12 month contract started on 13 June 2008 and it'll end on 13 June 2009 (not 14 June 2009).
>
> Tony, you'll need a PAC (Port Authorisation Code) code to transfer your existing phone number to a Pay & Go account. When you've used your PAC code and your phone number has been successfully transferred to your Pay & Go account, your Pay Monthly account will be automatically disconnected.
>
> If you disconnect your contract before 13 June 2009, you'll be charged for the remaining amount of your line rental up to the end of your contract. This is the reason you'll need to email us requesting for a PAC on or after 10 June 2009 to avoid paying any cancellation charges. We'll then generate a PAC code for you.
>
> Tony, you'll also need a Pay & Go SIM card to transfer your Pay Monthly phone number to our Pay & Go services. Please call our sales team on 08702 257 879 to order a Pay & Go SIM card. They're available:
>
> - Monday to Friday between 8:30am and 9pm
> - Saturday and Sunday between 10am and 6pm.
>
> If you call from an O2 Pay Monthly mobile phone, it'll be free of charge.
>
> Please make sure you've your credit or debit card to hand when ordering.
>
> The PAC code remains valid for 30 days. If the PAC code isn't used within 30 days, your account will remain open and you'll continue to be charged your usual monthly tariff.
>
> When you've received your PAC code and Pay & Go SIM card, please email us with the following information:
>
> your name
> phone number
> Pay & Go phone number
> Pay & Go SIM Serial Number (it'll be at the back of the SIM card and starts with 89441100)
> your PAC code.
>
> When we've received this information, we'll arrange for your Pay Monthly phone number to be transferred to your Pay & Go SIM card.
>
> I hope I've explained this clearly for you.
>
> For more information on your account and our products please check our website on:
>
> http://www.o2.co.uk/
>
> Have a nice day.


And then their reply:-


Date: Wed, 10 Jun 2009 14:08:52 +0100
To: *****************_
Subject: O2  keep my number (KMM415948483V37301L0KM)
From: mycarewebform@o2mail.co.uk

Hello Tony,

Thank you for your request to transfer your mobile number on to our Pay as you Go service.

You can keep your current mobile number by either purchasing a new SIM card or a combined mobile phone and SIM card package.

You can place your order by visiting our Online shop or you can contact our sales team by dialling 08702 257 879.

They're available Monday to Friday between 08:30am and 09:00pm and on Saturday and Sunday between 10:00am and 06:00pm. Calls are charged at 20p/min.

To visit our online shop, please click on the link below:
http://shop.o2.co.uk/shop/

After you place your order, youll receive the new mobile number and the new SIM card number. At this stage, please send us an email with the following information:

A] The PAC number: Will be generated by us at the time of transfer
B] Your original mobile number that you wish to keep: ********
C] The mobile number on the Pay as you Go phone or SIM pack: Awaiting
D] The SIM serial number on the new SIM card, this usually begins with 8944 1100....: Awaiting

Once we receive this information, we can arrange for your mobile number to be transferred to our Pay as you Go service.

When your mobile number gets transferred to Pay as you Go SIM card, your existing contract will be cancelled automatically.

If you should have any further questions, please visit our online Help Centre at:

http://www.o2.co.uk/help

Important - When you email us please provide: your date of birth, postcode and mobile number as it helps us answer your query faster.

Kind regards,

Santosh Vairal
Mobile Number Porting Team
O2 Customer Service


And me again:-

Dear Sir / Madam,

I did not ask to transfer my number to a new Pay & Go SIM. I asked for a PAC.
That is why I wrote "As per below, could you please provide me with a PAC so I can transfer my mobile number to a Pay & Go SIM at the end of my contract the 13th of this month."

But, I can provide you the details asked, so you can transfer my number directly to the new SIM:-

A] The PAC number: Will be generated by us at the time of transfer
B] Your original mobile number that you wish to keep: ************
C] The mobile number on the Pay as you Go phone or SIM pack: ****************
D] The SIM serial number on the new SIM card: ********************

Looking forward to your swift action and reply,

Kind regards,

Tony


To which I get the following reply:-

Date: Sun, 14 Jun 2009 21:59:30 +0100
To: ********************
Subject: Re: (KMM416880753V18873L0KM)
From: mycare@o2mail.co.uk

Hello Tony

This is in reference to your email about the PAC.

Firstly, I'd like to inform you that a PAC (Port Authorisation Code) is must to transfer the phone number.

With PAC code, you can either transfer your number to our Pay & Go plan or to any other network.

I'm sorry but it isn't clear from your email whether you want to transfer your number or not.

Please reply to this email with the details of your concern and we'll then help you further.

If you want to talk to us related with this matter, please call us on 08706 003 009 free of charge from your phone. We're open:

- Monday to Friday between 8am and 9pm
- Saturday and Sunday between 8am and 8pm.

I hope you'll find this information useful.

Kind Regards

Bhupendra Rawat
O2 Customer Service

I just sent this now :-

This is not the fourth email where I am asking you to send me a PAC code, so that I can transfer my number to a pay as you go SIM that I already have sent you the details for. Don't you have any CRM tool at all?
How hard is it to understand the sentence "As per below, could you please provide me with a PAC so I can transfer my mobile number to a Pay & Go SIM at the end of my contract the 13th of this month."
I have now requested this three times with no action from your side. If you do not understand, please feel free to ask your line manager.

I repeat: PLEASE SEND ME A PAC CODE NOW.
And again: I WANT A PAC CODE.
And third time lucky: PLEASE SEND ME A PAC CODE SO I CAN MOVE MY NUMBER!

Kind regards,

Tony