O2 online contract issue

honey06

hi,

i'm with O2 online for a pay monthly contract for my mum's phone.
i renewed it through retentions on 14th Aug 08 and posted the contract info on the retentions thread at the time--
online 25 with £15/month discount.

I have just realised (I know, durr! I tend not to check the actual details each month as its my mums phone) that the tariff displayed online show online 30.

Sooo, I went back to the relevant bill and it shows it was changed to online 25 14th- 15th Aug, then online 30 on 16th.
i checked the order details on my account and this shows online 25 with £15 discount processed on 14th.

I rang customer services and the guy I spoke to checked it and said that I have the£15 discount, but that the notes on the system show that the operator who dealt with the order & change noted that he had made a mistake in putting online 25 and sending a confirmation email saying this order was complete and that he had swapped it to the online 30 which it should have been. I asked him to check the phone records as I know that wasnt the case and that it was the 25 tariff which I agreed to, but he says that they dont keep the records that long.

Given that I have a confirmation email, and that my account itself shows that the order was online 25, and that the only thing suggesting it was online 30 is a note on their system, is there anything i can do about this now????

Quentin

Yes. Write to them, sending copies of all the evidence and ask them to put you on the correct tariff, and refund any overcharging.

If this fails to get the right response, then escalate this through their complaints procedure.

Sukatoko

I would 'nicely' tell them either sort it out or I stop payments and take legal action. I think they are breaking contract? You have evidence to what you agreed to in your email. What evidence do they have. Speak to your local consumer agency (with you council). I am with o2 and find them good. I do have to talk straight to them though.

Kilty_2

Retrieving copies of call recordings was always difficult when I was a CSA for O2 - but call again regarding this issue and ask for a manager callback and you might get a bit further with it

honey06

I will try again Kilty the guy I spoke to looked at the system and said there were notes of several calls I made to retentions discussing offers (true I did ring a few times to get the right deal) and that there was a note from the person who had sorted my contract to say that he had put me on the wrong tariff and sent the email by mistake when he changed it the following day. He was also rather scathing in his comments that I should have realised sooner and should not be asking about something from so long ago...(pointing out the obvious didnt endear him to me at all :rolleyes: )

I have printed off the relevant info- email confirming order being processed, email confirming completed, my order information page showing online 25 tariff & bill from Sept 08 showing the tariff changes. I am not aware of any documentary evidence they may have to show that this is not the correct tariff except for some notes on the system. there is nothing in my account/order info. WIll see if I can get the phone records checked.
I know durn well I wouldnt have posted at the time about the deal if I hadnt been offered and agreed to it!