I cancelled but still got new phone!

decktart

Sounds great .... however, let me explain. I'm getting married in Oct and wanted the best possible upgrade so that I could sell on ebay.
I was doing the phone calls to my provider (o2) and orange (best alternative) to get the best phone on renewal/new deal. Orange offered me a brilliant deal for the X10. I called O2 they couldnt match it and so I cancelled on there and then. My termination date was 1st May. However, when I called back Orange, I failed the credit check. I was gutted, but decided the phone was what I really wanted so I reluctantly called O2, took the more expensive deal and got sent the phone.

I sold on ebay, made a quick buck, wedding fund significantly inflated - all was well.
Then my contract was unexpectedly terminated and phone number cut off on the 1st May - not what I expected at all as I had already renewed my contract in my opinion!
My partner added me to his contract with Orange and I've been paying that this last month. I figured I'd just gotten away with a new phone (but suffered huge inconvenience as I had lost my number in the midst or organising the wedding lol)
Now, I have just had my debit card refused at a shop as there was insufficient funds available....when I checked O2 have taken over £500 from my account.

I need to know - can they do this? I no longer have my number, no longer have a service with O2 and I had officially cancelled before they sent the phone - where do I stand???! Help!

Thanks,
Decktart

OneADay

You no longer have the o2 phone which you needed to send back to them and not flog on ebay.
They have cancelled the service as per your request by sounds of it and charged you the termination cost which is your line rental for the 18 / 24 months you renewed for.

DCFC79

Sounds like an admin error on O2 side

mobilejunkie

decktart wrote: »

Then my contract was unexpectedly terminated and phone number cut off on the 1st May
Decktart

That part is skipped over - "was unexpectedly terminated". By whom and WHY? If you paid your bills and didn't request cancellation it would still be running. Your lack of detail suggest that you had a hand in cancelling it - in which case you are fully liable for the cost of the remainder of the contract - regardless of whether or not you sold the phone.

iwanttosave_2

Sounds like the disconnection request wasn't taken off your account when you called back to take the upgrade. Call them back and they will credit it back to you and reconnect the line.

decktart

@MobileJunkie
I originally cancelled the contract thinking i would go with Orange. I then called O2 the following day to overturn this (as I did not manage to get the contract with Orange). As far as I was concerned, the contract with o2 had therefore been renewed. Why would that be wrong? The fact I sold the phone is immaterial but the fact that they "renewed" my contract but no longer took the dd and terminated my number seems bizarre and wrong?? I'll put my hands up that I honestly thought I had a freebie but feel it is unfair that they have taken over £500 without any notice....?!
Thanks

iwanttosave_2

You would have received a bill, either in paper form or online after you were disconnected and it would have been taken 14 days after.

mobilejunkie

Methinks the fate of the phone is a red herring; this issue appears all about the new contract with O2 and the detail (again) of when you cancelled what. From your original post you cancelled the original contract and then changed your mind and took out a new one. If you THEN cancelled that and tried to reinstate it the next day I am really confused - how could you have done all that AND received/sold the new phone on Ebay within a day? If you didn't cancel the new contract there is no reason for them to cut you off and impose an early termination fee.

iwanttosave_2

mobilejunkie wrote: »

Methinks the fate of the phone is a red herring; this issue appears all about the new contract with O2 and the detail (again) of when you cancelled what. From your original post you cancelled the original contract and then changed your mind and took out a new one. If you THEN cancelled that and tried to reinstate it the next day I am really confused - how could you have done all that AND received/sold the new phone on Ebay within a day? If you didn't cancel the new contract there is no reason for them to cut you off and impose an early termination fee.

Phoned up, gave 30 days notice, went to Orange, got declined, phoned back up o2 while still in notice period and upgraded, notice period ended and phone disconnected on the 30th date.

mobilejunkie

Then O2 should not have disconnected you on the new contract - Have you put that clearly to them?

parallax_20

I'm sure it was just a user error on O2's part. The upgrade may not have automatically terminated the cancellation request and probably requires the CS agent to send a separate request to the relevant system/department to get it actioned. Although the notes on your account would clearly state the sequence of events to have the charges cancelled and account reinstated.

Good luck.