help - o2 are ripping me off

DONZERELLA

Ok - so to explain the situation here is a copy of the email i just sent to o2 - does anyone have any suggestions as to what I can do next??

n 27/3/10 I called o2 to request a bolt on as i was going to France and wanted to use the internet during my 5 day stay. The customer service advisor, Laura, sold me a 10mb bolt on for usage abroad for £20.She felt that this would be adequate when i described my usage (facebooketc). However Aprils bill was £130 which shocked me. However i appreciate that i used over the 10mb and paid the bill.

May's bill was £20 more than normal and when i checked it was due to the internet bolt on being added. I called o2 today to get this removed as this was clearly an error. I spoke to Tommy who advised me that I had to have the bolt on for 3 mths. I explained that i had never been told this and that I did not see how o2 could sell me a bolt on for £20 without explaining that I would have to pay this amount 3 times and that I would have to cancel this payment in June. Tommy spoke to a manager and I was told that they cannot remove this charge as 02 would then be liable for any further internet charges. I would NEVER have purchased this bolt on if I had known that I would have to pay this amount for three months.

I am emailing to request a transcript of the conversation that i had with laura on 27th march where one will clearly see that this bolt on was sold to me as a one off payment. I am also copying this email to my MP as I feel that this is an example of big business ripping off the consumer. I have been a customer with o2 for several years and have always been happy with the service but i shall now be cancelling this contract as soon as I am able to

I look forward to hearing from you regarding this matter and ideally with a copy of the transcript or these charges reversed.

Regards

Donna Niman:mad:

joanne_d_3

Hi , sorry , i have no useful advice , just wanted to say that i have been with 02 for many MANY years now and have to say i ahave NEVER had a problem !

I have rung them up plenty of times with requests etc and i have to admit that sometimes , some of the reasons i had to ring them up was down to problems i had created myself and never once could i fault their service.

I would never leave 02 , their customer service is second to none.

i hope you get this sorted out soon.

Joanne

vwman_3

joanne_d wrote: »

Hi , sorry , i have no useful advice , just wanted to say that i have been with 02 for many MANY years now and have to say i ahave NEVER had a problem !

I have rung them up plenty of times with requests etc and i have to admit that sometimes , some of the reasons i had to ring them up was down to problems i had created myself and never once could i fault their service.

I would never leave 02 , their customer service is second to none.

i hope you get this sorted out soon.

Joanne

While it's no help to the OP, I have to agree with you.

joanne_d_3

vwman wrote: »

While it's no help to the OP, I have to agree with you.

If you re-read my post you will see where i CLEARLY state to the op that i have no ADVICE for them......the point i was trying to make was that maybe threatening to leave 02 was a bit hasty.....maybe she/he should give 02's customer service dept the opportunity to PUT THINGS RIGHT!

Seems pointless to leave what is otherwise an excellent provider over one little occurance which could be easily put right.

joanne

jamiex

DONZERELLA wrote: »

Ok - so to explain the situation here is a copy of the email i just sent to o2 - does anyone have any suggestions as to what I can do next??

n 27/3/10 I called o2 to request a bolt on as i was going to France and wanted to use the internet during my 5 day stay. The customer service advisor, Laura, sold me a 10mb bolt on for usage abroad for £20.She felt that this would be adequate when i described my usage (facebooketc). However Aprils bill was £130 which shocked me. However i appreciate that i used over the 10mb and paid the bill.

May's bill was £20 more than normal and when i checked it was due to the internet bolt on being added. I called o2 today to get this removed as this was clearly an error. I spoke to Tommy who advised me that I had to have the bolt on for 3 mths. I explained that i had never been told this and that I did not see how o2 could sell me a bolt on for £20 without explaining that I would have to pay this amount 3 times and that I would have to cancel this payment in June. Tommy spoke to a manager and I was told that they cannot remove this charge as 02 would then be liable for any further internet charges. I would NEVER have purchased this bolt on if I had known that I would have to pay this amount for three months.

I am emailing to request a transcript of the conversation that i had with laura on 27th march where one will clearly see that this bolt on was sold to me as a one off payment. I am also copying this email to my MP as I feel that this is an example of big business ripping off the consumer. I have been a customer with o2 for several years and have always been happy with the service but i shall now be cancelling this contract as soon as I am able to

I look forward to hearing from you regarding this matter and ideally with a copy of the transcript or these charges reversed.

Regards

Donna Niman:mad:

It doesn't say anywhere o2's website that I can see, that you have to keep the bolt on for 3 months.

I reckon they made a mistake and I'd call back if I were you. I'd also check that the bolt on was active when you went abroad - as maybe it only applied from the next bill so the £130 was all data usage without a bolt on?

Nostromo

O2 are a bunch of crooks worst company ive ever had to deal with they screw you left right and centre :mad:
Ive a feeling if you have added the bolt on they will then need 30 days notice to cancel it.Could be wrong but knowing them shysters :mad:

iwanttosave_2

I think the CSA you have spoken to is thinking about the old Blackberry roaming bolt-on which had a 3 month minimum term to it.

Call back and quote from the website http://www.o2.co.uk/explore/tariffs/boltons/paymonthlyboltons

If you'd like to buy a Bolt On, please contact O2 Customer Service by calling 202 free from your O2 Pay Monthly mobile. You can add a Bolt On for just one month, and you will need to give us 30 days notice if you no longer want it.

And from the T&C's term 6 from data abroad bolt-on http://www.o2.co.uk/termsandconditions/tariffsandboltons

A one month minimum term applies. To opt out of the service, you must contact O2 Customer Service at least 72 hours before your next monthly period begins or you will be charged for the service for the following month. You may opt-out of the service at any time but no-refunds will be given in respect of charges already applied.

Personally I doubt you'll have much trouble removing it.

Silk

I agree with iwantosave (and that doesn't happen too often :rotfl:)

I've only ever had great service from O2 and been very happy with them esp. from the help received !

We had an international bolt on applied when my OH went to Cuba last month the option they gave was for 1 month or run it till we cancelled it.
The idea of leaving it running was in case she was stuck out there and the bolt on ran out as a 3 week stay was cutting it a bit fine for any problems.
As it was she only came back a day late so it would have been fine but she cancelled it a couple of days after return and no problems !

I'm also wondering about the confusion with the "3 months" and wonder if this is being mixed up with when you get a free "bolt on" that can't be changed for a different one for 3 months ???????

I'm certain the OP will have the charges credited once O2 CS get to grips with it

jamesb1239

DONZERELLA wrote: »

I am emailing to request a transcript of the conversation that i had with laura on 27th march where one will clearly see that this bolt on was sold to me as a one off payment.

Nothing really helpful to add other than to advise you that O2 are unlikely to provide you a transcript of the call unless you send them a Subject Access Request via recorded delivery. There is a statutory £10 charge for this though, and they are within their rights to not provide it until you follow the procedure and pay the fee.

evilsheep

I'm in a similar situation: I went to Ireland for one weekend in March and called O2 to add the £20 international data bolt-on to cover my stay. I said to the customer service assistant that I only needed & wanted it to cover one weekend so only wanted the bolt-on for one month. I specifically remember the CSA telling me that she would only apply the bolt-on for one month, and that I wouldn't even need to call them to cancel it, as I had already given my notice period during the call. As it happens, my iPhone wouldn't even connect to any data services in Ireland so the £20 was wasted anyway, but that's another story.

Foolishly, I haven't been checking my online bills since then, and have only this weekend realised that I've been billed for this international service every month since then. I've just spoken to O2 CS and have been informed that there was no note on my account specifying that the bolt-on was for one month only, so there was nothing they could do about it apart from cancel it. The chap I spoke to kept saying that they recommend that customers take out the data roaming bolt-on for 3 months - no idea why he kept saying that, as I kept saying that I only wanted it for one month, and as they can see on their system, no international data has even been used in that time!

I'm quite peed off with O2 customer service to be honest. The chap I spoke to clearly wasn't listening to what I was saying, and sounded like he was reading from a script. The only helpful thing he did was give me the customer complaints address, but said that I was unlikely to be granted a refund as 'there was no note on the account'.

:mad:

sporedude

They should have told you it needs to be kept on for a minimum of 3 months, thats because in extreme circumstances it can take up to 3 months for roaming charges to be given from the other network, and if it was taken off it would charge you the full roaming costs