£200 cashback on 12-mth o2 SIMplicity SIM-only mobile contracts. Pay just £8.33/mth

senaiboy

As someone had mentioned earlier, there is no way for us to prove when exactly the SIM card arrive.

They can rightfully say that it was sent out on the 1st April, take 2 working days to arrive, and started the 14 days clock from 6th April.

On another note, O2 online customer service is appalling at best. I have been chasing them to get my £27.42 refunded after cancelling the contract and all they say is basically wait and it'll be credited. And I am still waiting. I've taken up a contract with T-mobile now and am a very happy customer (even better now that they've merged with Orange, which I was with before and very satisfied with their customer service - unlike O2 whose online customer service reps badly need some English lessons).

swachacker

But equally, there is no way for them to prove that it DID arrive two days after...

If there has been no activity on the account, and you claim the sim card hasn't arrived yet, it would be very difficult for them to argue otherwise. Usually if you put your foot down and show them that you know what they're entitled to, they will give in.

Unfortunatley this happens all the time - they tell you one thing, you say "Well, actually, no, my contract say x and I am entitled to y..." and then they will say "Oh. Errr...let me check with my supervisor....ok"

tifo

because they've credited my account with £10.50 (since i received my SIM on 13 April and they charged me from 1 April) haven't they sort of accepted that i received my SIM on 13 April and hence the 14 days start from then, otherwise why credit me?

i replied to them with section 11.1 of their T's and C's and asking them to comment on the '14 days from receipt of the SIM' since they said it was from the date of the contract starting.

senaiboy

Unfortunately nothing is written in black and white when they credited you with that money. It's most likely written as refunded as a 'goodwill' gesture on their system.

That said however, you are doing the right thing in escalating the issue, but you'll more likely to get a response if you call them instead of sending an email. Try to speak to the supervisor in charge, as the decision to approve the cancellation will most likely be at the supervisor's discretion not the customer service reps.

nudda

called today as sim JUST turned up (i know!!!).

First woman said shell give me £10 and thats it. Not happy and she got alll defencive real quick. Said she knows her job yadda yadda yadda. I pu the phone down.

Second woman I spoke to was VERY helpful and refunded £19.16 straight away - no questions asked.

Call back until you come across someone helpful. There are helpful people out there.

TCB still at £125 unfort!!

smipx013

Hi,

I got nothing of any use back from TopCashBack. I sent them one final chaser email yesterday explaining that I would have to cancel my o2 contract if my transaction did not track by today but all they sent me back was "We will send in a chaser to the affiliates on 30th April". They could not seem to be able to grasp that this would be no use.

Called o2 to cancel contract today as this is the last day within the 14 day period (from when I recieved my SIM card). Had no problems cancelling at all.

Bit of a shame but I couldn't risk being stuck with a £25pm contract.

TCB will never be used again in this household. They should be ashamed of themselves and I feel that MSE should also be pretty ashamed for not stepping in here. Afterall it was a recommendation from this site that I went along with.

Paul

tifo

i cancelled today and they'll send me a final bill. Took me 1 hour 15 mins on an 0870 number after calling over 5 times, sometimes getting passed to other departments and sometimes getting cut off, once deliberately.

none of the CS advisors seem to know that the 14 day period starts from the date of receipt of the SIM and all of them stated the account opening date as the one start from. I did ask how i can receive a SIM the same day they send it, especially over a Easter bank holiday weekend.

when i quoted the T's and C's they seem to get it.

i think MSE should be ashamed for keeping quiet on this one and i for one would not trust any of the recommendations in future.

nudda

tifo wrote: »

i cancelled today and they'll send me a final bill. Took me 1 hour 15 mins on an 0870 number after calling over 5 times, sometimes getting passed to other departments and sometimes getting cut off, once deliberately.

none of the CS advisors seem to know that the 14 day period starts from the date of receipt of the SIM and all of them stated the account opening date as the one start from. I did ask how i can receive a SIM the same day they send it, especially over a Easter bank holiday weekend.

when i quoted the T's and C's they seem to get it.

i think MSE should be ashamed for keeping quiet on this one and i for one would not trust any of the recommendations in future.

shouldve used saynoto0870.com

bloaty

For anyone who has ir is thinking of cancelling cancel your DD before they take a payment.

I was assured mine had been cancelled and when I went online yestersday to see if my salary had been paide into my bank, I discovered the the DD had been taken the day before.

I telephoned 02 and they apologised and confirmed that this would be credited back to my account within 5 - 10 working days.

So best if you cancel the DD before they get chance to take any money out.

tifo

nudda wrote: »

shouldve used saynoto0870.com

I did try it but the number didn't work.

Calls to 0870 numbers are free for me anyway. I said it to make others aware.