Can I do this legally

westie666

I have been with o2 for 7 months now, and for the last 3 months I have had nothing but problems.:mad:

I contacted them in July to change my Direct Debit details. This is when the fun began.
They said that this was complete and would be in place for the next bill. Just after the bill, was due to come off - my phone was cut off. When I contacted them, they said it was for none payment. I told them tht I contacted them 5 weeks before and everything had been setup.

I then gave my bank details again. and this time I checked my online banking and their was a DD setup to my account, this looked fine, bill should have came out...but this time phone got cut off again. Phoned up, and explained what had happened. Was told on the phone that they did not have any DD details for me, but 'after a bit of hunting' found all the correct details.

I checked my online banking and found today their is 2x DD for the same account and ref. I have just logged a complaint online and told them that this must be sorted by 5pm today.

Now to my question, If this is not completed by Close Of Business today, am I able to cancel my contract, without penelty, as o2 cant seem to work thier own side out, and take money from me!!!
Please help asap!!!

Rgds
Graham

heyho_3

Sort answer is no...

Did you get your phone direct from o2? if so...

but if you write an email to o2 CEO Peter.(cant remember his surname google it) @o2.com they will sort it

westie666

Thanks hayho, will get right on that. Is this the voice of experiance telling?

mulerider

Hi,
it's very unlikely they will let you cancel the contract. Your best option as advised above would be to contact the CEO's office. I'd insist on at least 1 month line rental.

Tedrick_2

I doubt that you would be able to end the contract on these circumstances unfortuantely(don't quote me, i'm on a different team), but you may be able to request somekind of goodwill gesture as it is a fault at O2's end.

ALl calls are recorded so they will have record of you calling in the first time to change your details. And this will support your case that it is a network error.

To cancel, it would need to be a matter of 'Not supplying the service promised', i.e. your phone stops working for no reason or has no coverage; in this case, it was barred for non-payment, regardless of it being the networks fault.

Sorry!

westie666

I have just penned an email to peter erskine, CEO of o2, and shoudl hopefully hear back soon about what can be done, hope something decent happend with this

westie666

Tedrick wrote:

I doubt that you would be able to end the contract on these circumstances unfortuantely(don't quote me, i'm on a different team), but you may be able to request somekind of goodwill gesture as it is a fault at O2's end.

ALl calls are recorded so they will have record of you calling in the first time to change your details. And this will support your case that it is a network error.

To cancel, it would need to be a matter of 'Not supplying the service promised', i.e. your phone stops working for no reason or has no coverage; in this case, it was barred for non-payment, regardless of it being the networks fault.

Sorry!

I like you point Tedrick, but I feel that I am being punished for a fault on the o2 network. I am being penalised for late payments (credit file addition) and will be hit for bank charges if 2x direct debits come out in 2 days. Even if 1 comes out, I will be hit with bank charges, because I have other stuff coming out. I asked for it to be changed to the 24th for a reason!!

sorry to rant :mad: just a bit pi55ed off!

Tedrick_2

I totally understand Westie;

Regarding your Credit file, as it was an error at O2's end, you can request that they scrub any negative points off your crecit file (which can be done), and the bank charges, as they again are down to the networks incompetence, you should also be able to claim them back as a credit to your bill.

westie666

I will start on the credit file stuff tonight, any idea though how i can claim the bank charges back?

heyho_3

No but I never said they would be able to cancel contract but they could try to sort things out.

Tedrick_2

Westie,

Explain your frustrations, i.e. "I changed my details, you f**ked up, as a result i have incurred bank charges"

Generally, its a matter of either posting or faxing in a copy of your bank statement (but a mini statement sometimes suffices) showing the charges and they will then hopefully refund it onto your next bill.