O2 CPW charging more than agreed on upgrade

shell820810

I upgraded last month to C902, 600 mins 1000 txts & web bolt on for £20.

My bill has come in at £25. I called customer services and they said it is £25 on the account. I asked for a copy of the telephone conversation, and I was passed to 4 different people, and finally referred to the person that did the upgrade. she "wasnt at her desk" but the person who took the call said he would email her about it and she was to call me back before 8.

Surprise surprise - no call.

Where do I stand with this? Can they edit the recording? What if I misheard her cos of her accent or something.

Am so frustrated. Already had a problem with O2 billing last month as well.

Update:

Well done to CPW for a change. Got a call back frpm loyalty investigations to confirm that I was quoted £20. She then said that the C902 wasnt available at that price, but they would credit the account with £90 to make up the difference. I guess the sales advisor made a big boo boo at the time!

grimlea

Not really sure if they would have a copy of the recording at hand tbh. Not all calls are recorded & those that are, are only recorded for training purposes. Companies like o2 really would not pay the storage costs for all the calls which go into their call centre.

If they did, i'm sure they would not edit the recording

shell820810

How can they prove I ever agreed to anything then?

From the people I was speaking to I was given the impression that there would be a copy of the recording.

grimlea

there maybe a recording, but personally I doubt it very much. even if they were only to keep all calls which go into their call centres for 6 months, they would need to devote whole buildings to housing the servers.

if there is a recording i really do doubt that they would edit it. by now with the high turnover of staff in call centres this sort of bad practice would be widely talked about on forums such as this.

my advice would be to call in again & again, keep bugging them. when you call don't vent your anger at the person on the end of the phone, this will just get their back up & they will try to get rid of you. try to make the person want to help you.

in the meantime, write to trading standards with your complaint & forward a copy to your MP & to O2. Make sure O2 are aware that you have written to trading standards & to your MP.

shell820810

Would they not keep copies of calls where contracts have been agreed, otherwise how can either side prove the terms of the contract.

grimlea

tbh i don't know the legalities so don't take what I say as gospel, take a look at this web page, it may help you. I was going to try to explain, but I may translate it differently to yourself

http://www.out-law.com/page-5504

also

http://www.lawdit.co.uk/reading_room/room/view_article.asp?name=../articles/Phone%20contracts%20binding.htm

iwanttosave_2

o2 do keep all calls recorded so long as it is an actual o2 call center and not outsourced to other companies.

Are you a direct o2 customer or CPW? Your upgrade and tariff is down to CPW. It sounds like you might be on a retention deal there because thats the £35 on o2, and if its not and its just a normal upgrade then count yourself lucky you got that web bolt-on because they're not allowed to offer it for free.

grimlea

iwanttosave wrote: »

o2 do keep all calls recorded so long as it is an actual o2 call center and not outsourced to other companies.

didn't realise this,

wonder why, when my mam was taking O2 to court, they said they didn't have any of the calls recorded

shell820810

It was a rentention deal with O2 CPW.

There is no mention of the bolt-on on my bill, so I wonder have they went back on this too?!

chuckley

when i did my cpw 02 upgrade i asked her if i would get the deduction shown on my incoice she said no, but i did later receive a letter stating i would get the £10 discount on the £35 deal.

ask about the letter...

mrscb

when i renewed my o2 contract via cpw retentions i got written confirmation ot the new deal within 5 days...was told it could be up to 14 days.