We’ve all probably got one or two bad customer service experiences we can share – however, for one insurance worker, her ordeal was so outrageous that it has even made national headlines.
The case in question involved Aaisha Hussain, from Oldham, a worker at Co-Op Insurance. She is a customer with mobile network O2 and shockingly had her mother’s maiden name on her account changed to “IDIOT” by an operator following a complaint about customer service.
Speaking to
The Sun, Hussain claimed she had a number of issues with her account. It began when a digital agent failed to upgrade her contract and assist her with the recycling of her phone. She then received an error message informing her that she had been disconnected from the chat, prompting her to fill out an online feedback form to voice her disapproval.
Following this she discovered that she had received an 8GB bolt-on instead of the 12GB bolt-on she had requested.
After becoming aware of the mistake she attempted to set up a new chat but it was then that she discovered her maiden name was invalid. She called the company and learned that the name ‘Akhtar’ had been altered to ‘Idiot’.
“I started crying. This is my mum’s maiden name, it’s a personal issue,” she told the publication. “I’m a very family-orientated person.
“It’s so childish of them to do this, it’s embarrassing.
“I’m utterly disgusted with what has happened and how I’ve been treated. I want people to know what they have done. It’s bad enough to add something to my account that I didn’t order and charge me for it, but changing my mother’s name is highly insulting.”
O2 has since offered her £75 compensation, but she still plans to report the matter to an Ombudsman.
“We’ve spoken to Ms Hussain and apologised for the experience she’s had when contacting us recently. The incident is being fully investigated,” an O2 spokesman told the publication.
“We pride ourselves on the service we deliver to our customers and we fell short on this occasion. We’ve offered a gesture of goodwill and an early upgrade for any inconvenience and upset this may have caused.”
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