CPW/iPhone double charging

L1kle

I recently saw that even if you were still in contract to o2 through carphone warehouse that they would upgrade you. I called, got my phone, placed my SIM in it and was very happy...until I realised I was being charged twice.

The phone came with a SIM which I assumed was for people who weren't already o2 customers as previously whenever my phone has been upgraded the person in the shop has just moved my SIM over. Also the instructions directed me to place my SIM in the phone.

I emailed o2 as I had been chaged over £100 on my original contract for using the internet on my phone as well as the £45 bill for my new contract which included free unlimited internet use. I explained that I thought my account had been set up incorrectly and that I'd rather they didn't take the direct debit until it was rectified.

I received the following:

Thank you for your email.
I can confirm that the new iPhone is not exactly an upgrade of your current account with O2 and The Carphone Warehouse, but a new account direct with the O2 network.
All iPhone services will be provided by the O2 network, as such, when opting for the new handset, we provide an automated Port Authorisation Code (PAC) for the current mobile number to then transfer over to O2.
You will also be provided with a new SIM card for the iPhone.
I can confirm that we requested a transfer however, O2 have not confirmed the transfer and as such your account with The Carphone Warehouse has remained active.
I have spoken with our Mobile Number Porting team and they have confirmed that you will need to speak with O2 direct to confirm the PAC to transfer the number to the correct services. Please contact them on
08705 860 860 and quote VTM734259.
The number should then be transferred to the correct services within a few days, you will then be able to use the iPhone and services, including the unlimited data usage.
The current invoice refers to data use on your O2/ The Carphone Warehouse SIM card which does not have or offer these data services. You were provided with a new SIM card at point of sale of the new iPhone, and the unlimited bundle would have only be available on the iPhone SIM card and services.
The charges incurred on your most recent invoice with The Carphone Warehouse dated 7th August 2008 refer to using your old SIM card, and as the named account holder you are accountable for the charges incurred when using this SIM card as we provided you with a new SIM card for the new services.
I apologise for the inconvenience. Should you wish to stop the direct debit then please contact your ban directly to do so as it is now too late for us to stop the request. I must advise that you will still be responsible for the charges.

I replied:

I'm afraid I disagree with your assertion that I am liable for these costs. As I'm sure you will find if you listen to the recording of my order, I asked to upgrade my phone. If it wasn't an upgrade this should have been explained to me at the time.
The fact that yourselves and o2 have failed to transfer the number correctly is not my problem, this is your error. This is not the customer service I expect from the Carphone Warehouse.
I have called the number below and arranged the transfer.
I should not be paying for my original contract from July 11th, the point at which I began to be charged for my new contract. I expect a refund of charges taken from my account along with a credit note for the latest bill. As per your suggestion I have cancelled the direct debit while I await the credit.

And received back:

Thank you for your email.
As previously advised you were provided with a new SIM card at point of sale of the new iPhone, and the unlimited bundle would have only be available on the iPhone SIM card and services.
The charges incurred on your most recent bill are for using your old SIM card, and as the named account holder you are accountable for the charges incurred when using this SIM card as we provided you with a new SIM card for the new services.
If there's anything else we can do to help you please reply to this email.

I really don't want to have to pay £103.50 as I was just looking at maps of where I live 'cause I thought it was free.

Has anyone else experienced this, or am I the only idiot to be confused by this upgrade? Does anyone have any advice?

Thanks,
Sarah

MoscowFlyer

Just read that through a couple of times and have to say that you 'assuming' that the new sim wasn't to be used has caused the problem. Had you been told to carry on using the old sim then it would have been a different story.

However, you're very vague with the details of what was said at the time of the 'upgrade'. Did they confirm that you were upgrading your existing tariff? Or did you just say that your contract was coming to an end and that you want an iPhone? The specifics of the initial conversation will determine who's liable for this.

Cavey

In the past when I have received upgrades, the SIM that comes with the phone is un-activated. While I could use my old SIM in the phone (as the tariff on my account was upgraded), O2 expected me to ring up and have my account ported from the old handset to the new SIM card as they do actually have different features (the ability to hold more numbers or text messages on the SIM, for example) that are sometimes customised to the operator and/or handset.

So yes, I can understand this confusion.

However, the fact that you are being charged two times sounds like you have two contracts, ie they didn't exactly upgrade you, they started a new tariff and expected to cancel the old one and port the number from one to the next. By using the old SIM you used data under the old tariff and that is why you got charged.

The big question IMHO is why, if this was an upgrade, are they not upgrading you? If they hadn't set up that second account, enabled the iPhone tariff onto your old SIM, let you get the phone up and running then move the activation from one SIM to the next you would not be having this problem.

I therefore agree with MoscowFlyer....

MoscowFlyer wrote: »

Did they confirm that you were upgrading your existing tariff? Or did you just say that your contract was coming to an end and that you want an iPhone? The specifics of the initial conversation will determine who's liable for this.

L1kle

Thanks both. I asked to upgrade and wasn't told that was I was receiving was not an upgrade. I've told them I'm not paying and left the ball in their court. If it comes to it I'll pay for the call transcript, but I'm hoping it is easier for them to let it go. Fingers crossed!

oneandonlyboy

Hi,

I was looking to upgrade my current phone and get an Iphone. I to am with Carphonewarehouse and when i called them to see what deal i could get i was told i couldn't upgrade to an Iphone i had to take out a new contract, i was told that they would send me out a new SIM card and Iphone, then i could give a months notice to end my current contract phone and port my number over.
This sound like what they have done to you. The only way to get an iphone is to either buy a unlocked one or take out a new contract and then port your old number over to it.