02 huge debit from account ...

HAVEFAITH

Wintermute wrote: »

Sounds the most likely, even if they phone had been received by their repair centre, showed returned on their system, it may not be showing as returned on O2s own system for whatever reason. When you return an upgrade to O2 your tariff should resort back to your original within 30 days and it should then resort back to a rolling contract. It sounds like you requested a disconnection before this process had completed so you were still showing as in contract when you disconnected, you should have had received a bill (generally emailed) 14 days before the DD was taken, did you not receive this?
Don't expect any compensation, you're not owed any, but you could probably get any bank charges refunded if you can send in proof of them.

Interesting reply, thanks for that. I believe I am due recompence for the time spent on the phone on 4 separate occasions waiting for 02 to pull their fingers out. I've done everything that was asked of me within the stated times. Their processes have failed and more importantly lost a customer who's been with them for nearly 20 years. I ported my number across to another network. They told me that there would be no mistakes or probs and there were. An 02 member of staff said dear Mr *** "I'm surprised you have have'nt gone balisitic with the way this matter has been dealt with" So I am looking at their complaints procedure and maybe could have some guidance further on here how to handle that. Thanks!

HAVEFAITH

Hi guys,

02 'Complaints Review Service' have sent a reply here it is:

"I'm sorry to hear you're unhappy with the service you've received from us recently, following the closure of your account that caused us to incorrectly debit your bank account with £801. I can appreciate the inconvenience and frustration this must have caused you.

I understand you returned your upgrade to us within the 14-day cooling off period. However as you used a Port Authorisation Code (PAC), the system recognised that you were within the 24 month contract, so it charged you the termination fee.

I'm aware that when you contacted us about this, you were advised to make an indemnity claim with your bank, which has been done. We've removed the incorrect termination charge from your account leaving this closed.

By way of apology, I've credited your account with £50 which I will refund back to you within 14 days.

Once again, I'm sorry this has happened, however, I trust I've explained what went wrong and hope the actions I've taken are acceptable"

Thoughts please guys?

Silk

HAVEFAITH wrote: »

Thoughts please guys?

I think the gesture of £50 is ok ...providing a) your credit rating didn't take a hit due to the DD's not being paid
And b) you didn't suffer any bank charges sorting it out

StuieUK34

o2 are rubbish, nuff said, take the £50 and go elsewhere...
i could'nt pay for petrol yesterday as my account was empty... why ? cos a hotel i booking i have for june, which i paid in november, resulted in the hotel billing me everyday since thursday last week, for £55 each day, a blip on there system, so refund each day, a new charge each day!!! So far, no charge to my account, first of 6 refunds showing!

HAVEFAITH

Silk wrote: »

I think the gesture of £50 is ok ...providing a) your credit rating didn't take a hit due to the DD's not being paid
And b) you didn't suffer any bank charges sorting it out

Hi, thank 4 your reply. The credit rating ... that is a very good point. I'll check that. I'm thinking maybe I could ask for an increased offer as it took me phone calls & time to get to this stage & of course they've admited the screw up.

Silk

HAVEFAITH wrote: »

Hi, thank 4 your reply. The credit rating ... that is a very good point. I'll check that. I'm thinking maybe I could ask for an increased offer as it took me phone calls & time to get to this stage & of course they've admited the screw up.

IMO it would depend on your costs to get to this stage.

If there has been a lot of phone calls and emails etc that you could quantify through phone bills or lost time through work etc etc then you might stand a chance.
If it's just a couple of phone calls and the odd email to get it sorted I doubt they would increase the offer

HAVEFAITH

Silk wrote: »

IMO it would depend on your costs to get to this stage.

If there has been a lot of phone calls and emails etc that you could quantify through phone bills or lost time through work etc etc then you might stand a chance.
If it's just a couple of phone calls and the odd email to get it sorted I doubt they would increase the offer

Thanks for your considered response. I do have records of everything. Many calls and emails and postage cost etc. Just think 50 quid is a bit if a shove off offer? I've since left o2 for Tesco Mobile - (ironically run by 02 but 0 problems so far) sim card only deal. 02 had billed be more the full 24 months that they wanted to tie me into. I'd been with them for 20 years!

Silk

HAVEFAITH wrote: »

Thanks for your considered response. I do have records of everything. Many calls and emails and postage cost etc. Just think 50 quid is a bit if a shove off offer? I've since left o2 for Tesco Mobile - (ironically run by 02 but 0 problems so far) sim card only deal. 02 had billed be more the full 24 months that they wanted to tie me into. I'd been with them for 20 years!

It depends on what the shortfall is ???
For example when I had all the problems with mobiles.co.uk I ran up documented expences of well over £300 ...there was over £70 just in itemised phone calls :eek:
All I got was £50 whcih came as a cheque with no formal apology whatsoever

I ended up donating the cheque to Children In Need last year as a few members on here saw ....... I even asked them to match my donation but never recieved a reply :mad:

My advice would be to illustrate to O2 the expences that you have suffered and then aproach them with the figure ...if they don't increase the offer then perhaps that would be cause for complaint.

If O2 are not aware of any significant expences you've incurred then the £50 gesture would be deemed reasonable

diamonds

o2 done this to me 2009, bought through tesco online, the T&C were not updated for promtion plans & I took it to go roaming thinking 4 for 1 texts, I sent handset back as requested by Recorded Delivery. I came home to find my account shy of £200, but could not provide proof of posting so i swallowed the cost - then o2 refused to move me to a tariff that included 4for1 as these were ringfenced to NEW customers but the plans I joined on, i used a 3GS as I still had to see out the contract, my bills went from £15 a month (100 mins.unlimited texts) to £45 I called "you must have used the data" I told them to cancel the DD and dispute it as I only used wifi as I could not have a data bundle on my plan, next month the same £45+ I went overdrawn and my account went out of control with Santander not caring, I'm due the bank £300+ over my £500 overdraft & o2 passed the account to debt collection.

The data issue ? wi-fi on my iphone switching to o2 network when my screen went black.....o2 admitted after the account was sent to external debt collections.

I called o2 and the guy noted all the breaches of Terms & admitted liability and noted such - but I still had to call debt collectors and tell them such & tell them to send it back to o2 whom he said have 30 days to respond...thats nearly up...not a word or apology even though customer services know my account is now over drawn and all the charges of failed DD and charges by all my failed DD companies. I'm almost £600 down and still the bank account is getting charges.

JOKE !

This is not the first time o2 screwed me about, its the 3rd and I left each time...if they want to keep me they better pull the drastic out, my credit file is damaged beyond repair with most my creditors & they will be fixing that too or end up in small claims. My 10 year old number is also stuck in o2's system awaiting release.

MRC_2

Considering asking for more than a £50 goodwill gesture?

Did it cost you anything? - I'm sure postage and a few possible 08 numbers to customer service don't mount to £50.

I think the £50 is a generous offer for a mistake (Which do happen). I'd suggest taking the £50 (which they've gave you anyway) and stop thinking about it as it's all been sorted?