unfair treatment by O2 a disgrace

abr

i have been with O2 since Dec 2008 for my broadband and on the premium tarif for family and friends.
unfortunatly my wife sadly passed away in may and so i have had to try to sort out and organise my financial needs
i received a call in may from O2 asking me if i was interested in home phone adding to my broadband package it would cost me £7.50 and £12 anytime a total of £20/month also giving me 3 months free broadband,at the time of asking i was in no position to do anything about it.
however a little later i phoned O2 to show interest with the home phone
again i was told that i could add homephone anytime for £12 per month making a total of approx £20 month which included broadband and home phone.
i was also told i would receive 3 months free broadband.
so went ahead and took this out.

now i have received my monthly bills july £7.50 paid August £17.42 paid Sept £37.98 paid Oct £29.10 due
i have been in contact with O2 who say that my contract has changed and that the family and friends now no longer apply to me
and that because i have taken a new contract then my circumstances have changed

i was NOT told of this when i was first contacted about homephone in May
and again NOT told about this when i enquired about adding homephone
why are O2 allowed to do this to people

just when i need to get things simplified i get lumbered with this unfair and unacceptable treatment.

i feel that i have been misled and then missold by O2

the fellow at costomer services i have just spoken to was very understanding and is now passing the problem to a superviser who i have been told will call me today

so i am hoping for some good news (for a change)
if not i'm OFF :evil:

Donnie

I rather suspect that many, like myself, have absolutely no idea of what your complaint may be.

abr

Donnie wrote: »

I rather suspect that many, like myself, have absolutely no idea of what your complaint may be.

my complaint is that i was told i would be paying £20 /month for phone and broadband
and as you can see it is going to be considerably more than that:mad:
why was i not told that

JJ_Egan

Looks like you had a contract that included F&F and then took out a new contract that did not include F&F .Now are being charged for those calls that you presumed where included in the new contract . But in fact where not in your new contract .

jje

Donnie

abr wrote: »

my complaint is that i was told i would be paying £20 /month for phone and broadband
and as you can see it is going to be considerably more than that:mad:
why was i not told that

Erm... that would be £12.50 for calls included within the package. If you are making calls outside the package or you are making calls for longer than 60 minutes without hanging up....
£7.50 for your Broadband.

What are you thinking?

Don't you have any sense of responsibility? Blaming others for your mistakes.

The package that you have(I have just looked at it) represents quite good value.

For the less than the price of a normal BT line rental, you get A LOT of extras.

Calls to mobiles 9p 7p 9p
Local calls In package In package 0p
National calls In package In package 0p
International calls 600 minutes included in package 9p (0p for included countries)
0845 or 0870 600 minutes included in package 0p

You can call 01, 02 and 03 numbers at any time for up to 60 minutes. After that, we'll start to charge you at the daytime rate below. But you can hang up and dial again.

http://broadband.o2.co.uk/homephone/callCharges.jsp

BT's Anytime package is £18.28 per month without Broadband. You are paying £12.50.

What exactly is your complaint with O2?

Donnie

JJ_Egan wrote: »

Looks like you had a contract that included F&F and then took out a new contract that did not include F&F .Now are being charged for those calls that you presumed where included in the new contract . But in fact where not in your new contract .

jje

This is unlikely to be the cause, as BT's Friends and Family calls were still chargeable and aren't much different from 02's normal charges.

Take a look:

BT Friends & Family Mobile Add-on

Either add to your Calling Plan and pay month by month or sign up to a Calling Plan contract with it included for no extra cost.
Call rates to UK mobiles only 7.2p a minute at any time (10.9p set up fee applies)
That's 42% less than the standard daytime BT rate
You'd only need to make one half-hour day time call per month to start saving^

O2:

Calls to mobiles Daytime: 12p Evening: 7p Connection charge: 9p

abr

@ Donnie

i will try and answer some of the things you mentioned.
i was told i would be paying £12/month phone for anytime( started in july)
and £7.50 for broadband.it was family and friends for broadband that i received discount for and NOT homephone

i will not comment on my responsibility or my mistakes as i think that was and is an unneccesary remark from you.

i am NOT making calls for over 1 hour ( i do know i can hang up)
i do not make oversees calls
i may have made about 4to 5 calls to my daughter (mobile) for ashort while only when i need her ( i am 71 years old and sometimes do
need her)

anyway i have just been on the phone again to O2 who say they do understand me and have promised a refund and to put my discount back again for me
saying it looks as if they have made an error

makemesumdosh

i have broadband and o2 home phone.

anytime call package £12.50 a month

broadband £5.00

got the broadband cheap as i have a o2 mobile and asked for extra discount when i was out of contract.

therefore £17.50 monthly cost.

i use my free minutes on mobile for all mobile calls which keeps bill at £17.50 and saynoto0870 for alternative numbers for those 0844 chargeable calls.

you do get free international calls to certain countries check out the o2 website.

i have always found o2 more than helpful, they even waived a couple of months bills when they forgot to charge me for 4 months

iniltous

Donnie wrote: »

Erm... that would be £12.50 for calls included within the package. If you are making calls outside the package or you are making calls for longer than 60 minutes without hanging up....
£7.50 for your Broadband.

What are you thinking?

Don't you have any sense of responsibility? Blaming others for your mistakes.

The package that you have(I have just looked at it) represents quite good value.

For the less than the price of a normal BT line rental, you get A LOT of extras.

Calls to mobiles 9p 7p 9p
Local calls In package In package 0p
National calls In package In package 0p
International calls 600 minutes included in package 9p (0p for included countries)
0845 or 0870 600 minutes included in package 0p

You can call 01, 02 and 03 numbers at any time for up to 60 minutes. After that, we'll start to charge you at the daytime rate below. But you can hang up and dial again.

http://broadband.o2.co.uk/homephone/callCharges.jsp

BT's Anytime package is £18.28 per month without Broadband. You are paying £12.50.

What exactly is your complaint with O2?

Your price comparison isnt exactly fair, add £2.75 to the O2 figure for caller display and answer service, BT current anytime offer is 15 months for the price of 12 , you do get some stuff for free on O2 that you dont on BT, but I'm pretty sure BT are cheaper for 0844 type calls, O2 may well be good value (providing you have a O2 mobile) but the gap quoted here isnt accurate
I think the OP's complaint is obvious, O2 suggested that the total bill for a month would be £20 and they have so far had bills that were
50% and 100% more than £20, and presume the OP didnt believe they made £10/20 worth of 'other' calls

Donnie

abr wrote: »

@ Donnie

i will try and answer some of the things you mentioned.
i was told i would be paying £12/month phone for anytime( started in july)
and £7.50 for broadband.it was family and friends for broadband that i received discount for and NOT homephone

i will not comment on my responsibility or my mistakes as i think that was and is an unneccesary remark from you.

i am NOT making calls for over 1 hour ( i do know i can hang up)
i do not make oversees calls
i may have made about 4to 5 calls to my daughter (mobile) for ashort while only when i need her ( i am 71 years old and sometimes do
need her)

anyway i have just been on the phone again to O2 who say they do understand me and have promised a refund and to put my discount back again for me
saying it looks as if they have made an error

So it isn't unfair treatment, just an error. Is that where we are at the moment?

If so, perhaps you can edit the heading of your post to something less sensational and perhaps more representative.

Maybe something like: "O2 made a mistake with my bill and have now corrected it".

What do you think about it?

It does seem like a genuine mistake. O2 are actually quite good, but genuine mistakes can be made.

I don't really understand which discount you had before, but if you use the phone in the way in which you describe, then it does look as if mistakes were made.

There should have been no charge for the Broadband for the first three months. Was this reflected in the bills?
When did you begin the Homephone?

It wasn't altogether clear when you began the contracts, so I really couldn't make sense of your complaint.

I apologise if I sounded a little brusque, as I didn't really believe that O2 were deliberately cheating you.

Would be interested in exactly what they have done and as to whether they offer compensation for any blunder. Should be as a least a month's free rental on your Homephone should you choose to keep it.

Donnie

iniltous wrote: »

Your price comparison isnt exactly fair, add £2.75 to the O2 figure for caller display and answer service, BT current anytime offer is 15 months for the price of 12 , you do get some stuff for free on O2 that you dont on BT, but I'm pretty sure BT are cheaper for 0844 type calls, O2 may well be good value (providing you have a O2 mobile) but the gap quoted here isnt accurate
I think the OP's complaint is obvious, O2 suggested that the total bill for a month would be £20 and they have so far had bills that were
50% and 100% more than £20, and presume the OP didnt believe they made £10/20 worth of 'other' calls

My point was that O2 were not cheating them on the line rental of £12.50 for the Anytime tariff, so the problem must be elsewhere.

Perhaps the broadband discount was not applied and worse still maybe they were moved to another Broadband tariff.

Maybe we'll get to read what happened.