Missold upgrade with o2 - help

me4bargains

Hi
I've been with o2 for so many years I can't remember and generally have been pleased with them.
I upgrade last month and the girl on the phone offered me an IPhone for free because I am currently on a £35 a month tariff.
I asked her twice if I would get the same amount of texts/call time if I do choose and Iphone and she said yes.
Just checked my usage online yesterday and I'd been allocated just 500 texts instead of my usual 1000 and because I had exceeded my allowance had clocked up £42 in text charges :eek:
I immediately called CS who told me you only get 500 texts with an Iphone and I would no longer get my free unlimited weekend calls either:mad:
When I explained to him I was not told that and I had specifically asked the girl twice he said he would listen to the recording and get back to me.
If she mislead me (which she did) they would credit my account and allow me to keep the previous tariff I had.
He was meant to call me back yesterday but hasn't.
Now, How can i trust that he won't come back to me and deny she had said that to me (I know she did).
If he does what action can I take?
Sorry this is so long.
Thanks for your help.

Quentin

If they deny it, then it is your word against theirs, and you will need to escalate the complaint to get it resolved. Ask them to provide you with a transcript of the conversation, and use that to escalate the matter.

iwanttosave_2

If the call was recorded (it wont have been if you got through the marvellous people at Dearne Valley) then the manager will listen to it and they will tell you the truth of what went on in the call.

If by some chance you get through to someone who doesn't, then you can request a copy for £10 under the subject of access request.

If there isn't a recording of the conversation then it is your word against theirs and they will more than likely give you a goodwill credit towards your most recent bill.

Kilty_2

iwanttosave wrote: »

(it wont have been if you got through the marvellous people at Dearne Valley) .

Who tell anyone exactly what they want to hear and leave the people working in the o2-owned call centres to pick up the pieces :eek:

Takes a good week or so to pull and analyse a call recording aparrently if there is one.

Mandark

Unfortunately the iPhone has four fixed iPhone tariffs and that's about it. She must have known that so she did mislead you. However you got a good deal in some ways as the handset is normally £100 on that tariff.

Bluebird24

I was working in the USA all summer 2007 when I was due an upgrade so I asked my dad just to ring up the usual O2 upgrades line and see what I could get. They told him I could have a free phone (a not very fancy Sony Ericsson one that I wanted) and it would be on exactly the same contract I was already on. Brilliant, I thought, as I'd had to pay £160 last time I wanted a new phone and that was with retentions. When I finally got home and checked my bill, I found out what they hadn't told my dad is that my £15 a month was now £30 a month. I'd previously had a discount and they'd neglected to mention to my trusting father that this would go out the window if I upgraded. Cheers O2. I gave them a ring and they said the best they could do would be to move me down a tariff.

bargainboy

hi good luck with this, I was miss-sold a new contract with 3 just before i moved abroad, i only realised when i got a bill for 800 quid. i did the letters/emails/phone calls etc but they insisted i pay it and full fill my contract, I ended up ignoring them and now have a CCJ but seeing as i no longer live in UK and will not live there their again for at least 6 years then so be it. I tried to be nice but they were having none of it.