02 problem?!!

NoLogic

• Was on £35 month 500 txts and mins and Blackberry on 02
• Went over limit

• Was told I could add another 500 texts for £7/8, after being told it was my own fault for going over my limit, but they couldn't add them until the following month, leaving me to incur more charges.

• I used these then add another 1000 for £30, which were added instantly. (So first member of staff was lying), then I was told this was the best layout for my money as I had a £35 tariff from Carphone Warehouse and due to this there was no possible way I could have unlimited texts (which is another lie).

• A friend of mine then told me that my Blackberry bolt on could be exchanged for unlimited texts, so again I rang up again to be told that the layout of my contract was awful, it was £35 base tariff, £7/8 500 texts, £30 1000 texts, costing me £73 for 2000 texts and 500 minutes. This staff member then changed my tariff to £45 per month with unlimited texts as my free bolt on and £10 Blackberry fee (£55 for unlimited texts and internet), I was told this would happen across a day, and to ring back tomorrow to check it had gone through OK.

• I did so, and was told most of it had gone through and the texts and internet would be added that night.

• I rang 202 to find that my bill was £190, so rang again to be transferred to someone who quite obviously couldn't be bothered helping me, told me to ring back tomorrow as the systems were down, and refused to give me the email address to complain, telling me it was on the back of my bill (which I haven't even recieved yet).

• The costs I have incurred due to incompetent staff are as follows:

£65 in November (£150 November bill, £50 of this was before I rang up to try to change my tariff, and £35 is my base tariff)
£95 in December (£190 December bill, £45 tariff, £40 charges inbetween my texts running out and me ringing up to change my tariff and £10 Blackberry fee)
So £160?!


Ive sent a letter to complaints but what outcome do you think I'm likely to get?

NoLogic

And does anyone think its worth ringing complaints?

hieveryone

Was told I could add another 500 texts for £7/8, after being told it was my own fault for going over my limit, but they couldn't add them until the following month, leaving me to incur more charges.

Well, techincally, it is your own fault for going over your limit


as I had a £35 tariff from Carphone Warehouse and due to this there was no possible way I could have unlimited texts

There are some Carphone Warehouse tariffs that were not eligible to add unlimited texts to through o2 direct. Best check this out before accusing staff of lying. The thing with this was that the tariffs had to be known to the advisors, or else the system technically would let you add it without knowing.

jamespir

i think youve got yourself in a mess and youve confused yourself and 02 cause your freinds you could get something

if your service charge is 55 pounds that means your either running up 110 worth of calls or your sending 11000 texts thats an awful lot

Jon_01

I maybe misreading, but if you go over your contract limit adding another bundle won't cancel out those charges, it'll just give you more on your next billing cycle.

jamespir

Jon_01 wrote: »

I maybe misreading, but if you go over your contract limit adding another bundle won't cancel out those charges, it'll just give you more on your next billing cycle.

thats totaly correct

Jon_01

I not sure how the O2 systems work, but usually when you change a bundle it doesn't happen until your next bill day, or at least that's how it works with the network I work for. . .

in_the_Cotswolds

I'm on £35 600 mins and 500 texts and Blackberry Unlimited is free. I think you can then add another bolt on.

Go to the o2 website and select Blackberry it will show all the Blackberry bolt ons.

iwanttosave_2

Jon_01 wrote: »

I not sure how the O2 systems work, but usually when you change a bundle it doesn't happen until your next bill day, or at least that's how it works with the network I work for. . .

Yep correct, the first person wasn't lying, it is supposed to only go on the day before your next bill date. The second person shouldn't have added it for the next day, it is possible to do but it isn't the correct process.

3rd party contracts come with the free bolt-on and it isn't supposed to be changed unless it is an upgrade through a 3rd party, then it can be changed once every 3 months.

Was told I could add another 500 texts for £7/8, after being told it was my own fault for going over my limit, but they couldn't add them until the following month, leaving me to incur more charges.

It was you're only fault you went over your limit, and it is not the networks fault you incurred more charges, you made the choice to carry on sending texts, so yes it's your own fault, and the charges are completely your own fault as well.

DarkConvict

I've got to agree, there was some miscommunication as iwanttosave points out but 02 have CS agents have done what they can.

Your contract will clearly state your Call, Text, Data & Roaming allowence.
It will also state you will be charged ontop of your monthly line rental amount for anything used over those limits at the detailed rates in the contract.

If you were already told that you had gone over your limit, why on earth did you continue to use the phone!?! It was obvious at that point you were been charged for exceeding your usage and should have stopped or been prepared to pay out.

If the tariff does not suit your usage you should have picked a different tariff to begin with, or have made amendments to the tariff if possible. If you need x amount of texts/calls and cannot get them as its an 02-CPW tariff would it be cheaper you pick up a 2nd £20-30 contract and use them both?

NoLogic

Jon_01 wrote: »

I maybe misreading, but if you go over your contract limit adding another bundle won't cancel out those charges, it'll just give you more on your next billing cycle.

I know, I went over my limit then wanted to add the bundles, they said they'd go on next day then they didn't.

Jon_01 wrote: »

I not sure how the O2 systems work, but usually when you change a bundle it doesn't happen until your next bill day, or at least that's how it works with the network I work for. . .

They said to me it'd go on the next day, then have tried to charge me as if it didn't go on the next day. And before that they told me they couldn't put them on til next bill date, as you said?!!!

iwanttosave wrote: »

Yep correct, the first person wasn't lying, it is supposed to only go on the day before your next bill date. The second person shouldn't have added it for the next day, it is possible to do but it isn't the correct process.

3rd party contracts come with the free bolt-on and it isn't supposed to be changed unless it is an upgrade through a 3rd party, then it can be changed once every 3 months.



It was you're only fault you went over your limit, and it is not the networks fault you incurred more charges, you made the choice to carry on sending texts, so yes it's your own fault, and the charges are completely your own fault as well.

Ah, thanks. I'm just annoyed as I explained to first person I'm not really in a financial position to wait until next month and had to split that bill across two months.
Then was told to add all mad bolt ons bringing my monthly bill to £75 for 2000txts :S when it could have been £55 for unlimited.

The charges that aren't my fault are when I was TOLD unlimited txts would be on the next day, then apparently they haven't been, and I've run up a bill. There's a note on the acct saying they'll go on the next day too.
Plus I've run up more costs because of poor customer service, not informing me that I could actually get unlimited txts, which I have now, and sending me all around the world costing me loads before they gave me them.