O2 iPhone users forced into paperless billing

singhy

I would just like to say, pg2114, as a long-term user of MSE, how disappointed I was with people's responses to your post. Whether they agree with you or not, you asked a question and wanted some help, and as a consumer website we have signed up to the forums to try and help others, not pontificate about how you should be using PDF's or how you shouldn't be complaining.

I stress the consumer part, because O2 have just done the same to me, but without any option to opt-out unless I pay several extra pounds, which I really don't think is fair considering paper-billing is in my original contract. It would be very different if O2 were offering to reduce their monthly bills in exchange for paper-billing - if their motivations were purely altruistic and environmental that is surely what they would do (or offer to donate to a carbon offset charity like HSBC did).

I'm quite a strong environmentalist but I also have important reasons for needing a paper bill - I also need them so I can expense calls for work. So although I've voluntarily moved to paperless billing for my bank statements, for example, I just can't do this for O2. Furthermore technology moves very fast so some people may prefer paper copies for their records or tax purposes e.g. a friend who used to store all his old documents on an Amiga is now stuck and can't open them on a PC. It's clearly insulting to respond to a point like this by telling someone to backup their data!

Lastly several comments bely a technological snobbery which is rather ironic for a site which tries to save people money! I know these are internet forums so we can forget, but much of the UK population does have access to a computer or internet at home, let alone a printer (45% of households do not have broadband for example). When you help people by telling them to 'just print off a bill whenever they need it', perhaps you can remember for some people that means getting a bus to the library, accessing the internet and paying to print out their bill. That's certainly profits over consumer power and arguably even more damaging to the environment, minority as they might be.

Now apologies for the diversion, but can anyone let me know if they've successfully managed to get O2 to keep paper billing without charging through the nose on top? Thank you for any help!

Lifeisbutadream

singhy wrote: »

I would just like to say, pg2114, as a long-term user of MSE, how disappointed I was with people's responses to your post. Whether they agree with you or not, you asked a question and wanted some help, and as a consumer website it is I have signed to to the forums to try and help others, not pontificate about how you should be using PDF's or how you shouldn't be complaining.

I stress the consumer part, because O2 have just done the same to me, but without any option to opt-out unless I pay several extra pounds, which I really don't think is fair considering paper-billing is in my original contract. It would be very different if O2 were offering to reduce their monthly bills in exchange for paper-billing - if their motivations were purely altruistic and environmental that is surely what they would do (or offer to donate to a carbon offset charity like HSBC did).

I'm quite a strong environmentalist but I also have important reasons for needing a paper bill - I also need them so I can expense calls for work. So although I've voluntarily moved to paperless billing for my bank statements, for example, I just can't do this for O2. Furthermore technology moves very fast so some people may prefer paper copies for their records or tax purposes e.g. a friend who used to store all his old documents on an Amiga is now stuck and can't open them on a PC. It's clearly insulting to respond to a point like this by telling someone to backup their data!

Lastly several comments bely a technological snobbery which is rather ironic for a site which tries to save people money! I know these are internet forums so we can forget, but much of the UK population does have access to a computer or internet at home, let alone a printer (45% of households do not have broadband for example). When you help people by telling them to 'just print off a bill whenever they need it', perhaps you can remember for some people that means getting a bus to the library, accessing the internet and paying to print out their bill. That's certainly profits over consumer power and arguably even more damaging to the environment, minority as they might be.

Now apologies for the diversion, but can anyone let me know if they've successfully managed to get O2 to keep paper billing without charging through the nose on top? Thank you for any help!

Good post.

ricster999

Hi, I sent this letter to O2 complaints dept. Main thrust of my complaint was that they had unilaterlally changed the terms of my contract without consulting me. I had had numerous calls 'customer services' to no avail so sent this letter, threatening an escalation the ofcom if they didnt play ball.
About 3 weeks later I received a letter saying my next bill and all thereafter would arrive in the post.
Feel free to cut/paste use as a template, vary it to suit you etc....good luck.

Dear Sir,
I am writing to register my extreme dissatisfaction with the way in which you have handled my billing process for my I-phone contract.

I was recently told, against my wishes, that I would be receiving my bills on-line rather than paper based bills that are mailed to me. I stated to you that I would like to continue to receive paper bills via post and was told that this would be possible.

On numerous occasions I called when these weren’t received and was told that I would receive them. In the meantime I was receiving bills in excess of £80 per month with no idea what I was paying for. This is unacceptable.

When I took the O2 contract for I-phone I was receiving paper bills and at no time did I expect to stop receiving these. You have changed a key part of the contract you made with me without my agreement, and in failing to honour its original terms have broken the contract we have.

In short, if you are failing to recognise the contract we have then I will do the same.

Until you re-instate the paper billing I will not be paying your bills and do not expect to have my phone cut off.

Regards
A !!!!!! of customer

(worth noting the swines did cut me off but I just went an bought an o2 pay as you go sim and used that. No need to chip the phone).

ricster999

Apologies for my insane grammar and spelling! It's late and I'm rushing to get bed!

dmg24

ricster999 wrote: »

Hi, I sent this letter to O2 complaints dept. Main thrust of my complaint was that they had unilaterlally changed the terms of my contract without consulting me. I had had numerous calls 'customer services' to no avail so sent this letter, threatening an escalation the ofcom if they didnt play ball.
About 3 weeks later I received a letter saying my next bill and all thereafter would arrive in the post.
Feel free to cut/paste use as a template, vary it to suit you etc....good luck.

Dear Sir,
I am writing to register my extreme dissatisfaction with the way in which you have handled my billing process for my I-phone contract.

I was recently told, against my wishes, that I would be receiving my bills on-line rather than paper based bills that are mailed to me. I stated to you that I would like to continue to receive paper bills via post and was told that this would be possible.

On numerous occasions I called when these weren’t received and was told that I would receive them. In the meantime I was receiving bills in excess of £80 per month with no idea what I was paying for. This is unacceptable.

When I took the O2 contract for I-phone I was receiving paper bills and at no time did I expect to stop receiving these. You have changed a key part of the contract you made with me without my agreement, and in failing to honour its original terms have broken the contract we have.

In short, if you are failing to recognise the contract we have then I will do the same.

Until you re-instate the paper billing I will not be paying your bills and do not expect to have my phone cut off.

Regards
A !!!!!! of customer

(worth noting the swines did cut me off but I just went an bought an o2 pay as you go sim and used that. No need to chip the phone).

Is there a reason why you have to have paper bills? I would not say that ending paper bills would be a fundamental breach of contract.

ricster999

Self employed, tax etc

GillsMan7

ricster999 wrote: »

Self employed, tax etc

I work for my own Ltd company. I also have paperless billing from O2 for my business contract. It's simple. I save the PDFs every month (time taken: approx 34 seconds) and file them on my computer. Then, if (and it is a big IF) HMRC want to see my accounts for the past 7 years I can print them out.

You don't NEED to have paper bills.

And refusing to pay and expecting O2 to maintain the service? :rotfl:

ricster999

Gills you miss the point. I'm happy for you that you like saving yr pdf's and that it only takes 34 secs.
My only point is that everyone has the right to choose. I want mine sent to me, as do lots of other people and if thats the case its upto o2 to send it to them.
I haven't posted here to discuss my decision (I've 'discussed' it enough with o2 the past couple of months) but to show others that may be interested that you CAN get yr bills posted to you if you complain.

ricster999

oh and I wasnt expecting them to maintain the service regardless of whether I paid but to just stick to the contract we had mutually agreed.

Rossy.

How can people "demand" paper bills when it's obvious that electronic versions are so much simpler and cheaper to produce.

In this day in age we are all trying to save a few £££. What's wrong with a company doing the same. Staff demand pay rises, maintenenace gets more expensive yet you all expect to ring customer service and get answered in 2 mins or for your phone to have signal wherever you are. Cost's escalate so they try and claw back on expenses. Common sense if you ask me.

it's the 21st century people. wake the f*ck up