O2 customer diservice

jon2432

any thoughts appreciated on this.

Renewed my O2 contract end of October
£15 per month
100 free mins
unlimited texts
Omnia mini pro
500 mb data

I received the paperwork stating all of this. Once i got my first bill i saw i was being billed for data. Rang them up to see why, I had not had the data bolt on put on my account. Initialy said they couldnt put it on a £15 monthly contract. Then they gave in and said they would honour written deal.

Despite numerous calls on a near daily basis they have stlll not managed to add on the data allowance. I gave in and rang retensions, who not to politley informed that i shouldnt have been told i had data as it was not available with this price plan. I rather politely asked what about the written contract. They told me the written paperwork was merely an idea of what i could be getting, it did not constitute a contract. I could cancel my contract but would be billed for the remaining 20 months outstanding.

Is the letter stating what you will get a contract or is it not.

Orrin

Is the letter stating what you will get a contract or is it not.

If you want a proper answer on this you'll need to speak to a lawyer. In my lay opinion, if they sent you a letter offering you X, Y and Z and you accepted then it's a valid contract and they need to honour it. Of course it depends on the precise wording of the letter and what other, if any, paperwork you received from them.

If they made a mistake and offered you something they shouldn't then it's not you who should be out of pocket because of it. At the very least you should have grounds to cancel your contract if they refuse to add the data you were promised.

jon2432

Orrin, Cheers that was the line i was taking. Just escalated the complaint through customer service. I'll see what they come up with.

Wintermute

jon2432 wrote: »

Orrin, Cheers that was the line i was taking. Just escalated the complaint through customer service. I'll see what they come up with.

How did you get on with the escalation?
Don't give up if you're not getting anywhere, if you have a bit of paper from O2 stating that you'll get the 500MB of data included in your tariff for £15 (which wouldn't be a standard offer, it's normally an extra tenner on £15 tariffs) then offer to fax it in (they'll be able to give you a fax no, their name and their mangers name then the proof will be emailed to them and their manager), if you don't have access to a fax machine O2 stores will allow you to use theirs.

As long as you remain calm and polite to customer services there should be no need to speak to a lawyer, if you don't feel you're going to get anywhere with customer services ask to speak to the escalation department who aren't managers, but have the same powers as them and are there to resolve issues such as this.

jon2432

Wintermute, Still waiting for a reply from escalation, apart from the automated response.

Went back to retensions and they have tried to put on the £10 data and then credit me £10. weve been down this road on numerous occaisions. Humans keep putting it on, computer takes it off over night.

Wait and see again,