o2 VAT Query - Advice Please

ktabbie

Not sure if I am posting in the right location but if I am not, can Admin please move my thread, thanks.
I have recently paid £260 to terminate my previous iPhone 3GS o2 contract and taken advantage of their limited time
early upgrade option to get the new iPhone 4 on a 24 month contract. They calculate the termination fee by allowing
you to pay £20 per month for every month remaining on the old contract, which in my case was £260.
They had a calculator on their website to do this and it worked out pay monthly users fee including VAT and
business users fees excluding VAT.
Now Ive had my bill which is due to come out of my account on the 26th August, I have discovered the £260
termination fee is exclusive of VAT and I have been charged VAT for it which is approximately £45.
I rang o2 and after the initial caller acknowledged the issue I was questioning, they then spoke to a supervisor
before returning to my call and explaining it is correct and the bill is right.
I disagree with this as the website stated quite clearly the termination fee included VAT and I am seeking a second
opinion.
Below are some print screens of the contract renewal form on their website, their terms and conditions and two
pages of my bill, including a breakdown of the VATted charges.
Can someone please either agree or disagree with me and provide some advice how I can proceed with this, if indeed
there is anything I can do.
Any help would be greatly appreciated.

gollum007

Agree with above, and would also note that your account number is visible in the titlebar of the browser screenshots


-Gollum

[Deleted User]

Hi,

IMO from the information you have given you are correct. My suggestion would be to print out the screen shot and your bill and send with a covering letter to O2 customer service. If they do not resolve this for you then find out who O2's ADR ( dispute resolution ) is and raise the matter to them. OFCOM website complaints section will be able to give you further advice as will Consumer Direct.

Good luck

headsh0t

gollum007 wrote: »

Agree with above, and would also note that your account number is visible in the titlebar of the browser screenshots

-Gollum

lol oops! I dont think that is of any use to anyone but well spotted!

rugbyscottie wrote: »

Hi,

IMO from the information you have given you are correct. My suggestion would be to print out the screen shot and your bill and send with a covering letter to O2 customer service. If they do not resolve this for you then find out who O2's ADR ( dispute resolution ) is and raise the matter to them. OFCOM website complaints section will be able to give you further advice as will Consumer Direct.

Good luck

Thanks for your advice! I have e-mailed Otelo which is the Office of the Telecommunication Ombudsman. I eagerly await their response! Unfortunately I get the impression the full amount is going to come out of my account before anything, if indeed anything is done about it!

I am also the OP (Ktabbie!) if this last post confused anyone lol.

Equaliser123

headsh0t wrote: »

lol oops! I dont think that is of any use to anyone but well spotted!



Thanks for your advice! I have e-mailed Otelo which is the Office of the Telecommunication Ombudsman. I eagerly await their response! Unfortunately I get the impression the full amount is going to come out of my account before anything, if indeed anything is done about it!

Otelo will take ages.

Stick a summons on them and watch them settle it post haste.

sw67

I upgraded my iPhone early and used the same website as you to calculate the amount. When I was at the apple store they had a bar code that was for £20 for each month remaining on your contract.

I paid the 11 months remaining and did the upgrade in the apple store and have not had any problems with o2

RadoJo

In fairness, the screen shot you posted says that the figure shown is an estimate, which is presumably what they will say if you pursue it - is there anywhere on the site that they guarantee that figure? It also says that figure is based on the assumption that you upgrade on the 18th August, and as your bill says 12th August, I'm assuming you upgraded earlier. Not that it's not annoying to be given one figure which changes, but I would guess that this is the line they would take on hte web estimate. Did you have anyone confirm the figure when you upgraded?

Zandoni

Phone again and insist that you speak to the supervisor yourself, then explain that your offer states £260 inc VAT.

unholyangel

RadoJo wrote: »

In fairness, the screen shot you posted says that the figure shown is an estimate, which is presumably what they will say if you pursue it - is there anywhere on the site that they guarantee that figure? It also says that figure is based on the assumption that you upgrade on the 18th August, and as your bill says 12th August, I'm assuming you upgraded earlier. Not that it's not annoying to be given one figure which changes, but I would guess that this is the line they would take on hte web estimate. Did you have anyone confirm the figure when you upgraded?

I would have assumed it said estimate as obviously if they upgraded on a different date, more/less charges would apply.

As for the difference in dates shown, the OP's bill date was 12th aug, screenshot 18th aug BUT this would still be a full month so the amount shouldnt have changed. Even if he did get it on 11th august, he should only have incurred a extra £20 charge, not £45.

headsh0t

Finally had a reply from Otelo and I have just sent an e-mail to o2 complaint review service.