Need Help With O2 Compaint please at my wits end!!!!

katiet123_2

hi everyone
was hoping for a bit of advice. I took out a 24 month contract with o2 in july 2009 - the deal was 600 free minutes and unlimited texts. I recently spilt a drink on my phone and was advised by my insurer to obtain a proof of purchase from o2 so i contacted them to request this on 3 occasions. Shortly after i received my phone bill which was larger than normal i went online to view my bill as i was alarmed at this and i noticed that i was only getting 300 free minutes instead of the agreed 600. So I contacted o2 by phone and the advisor told me this had been going on quite a few months and he would arrange for me to be credited- this never happened i had to call a further 5 times waiting for like 40 minutes each call only to be advised of the same thing - that i would be contacted in a few days and that it would be rectified which never happened. In the meantime i had still not received my proof of purchase which again i was assured was on its way. 5 days before my dd was due to debit i contacted o2 and asked them for some advice they advised me to cancel the dd as the credit had not been applied and the bill was inncorrect i spoke to 4 further agents after this as i had no contact from o2 at all and i asked them to be sure my phone would not be cut off- The phone was then cut off a few days after for 5 days in the middle of planning my wedding resulting in me loosing two bookings as i had no means of contact as my fiance was away from home i was devestated i contacted o2 via email to complain they switched the phone back on and have credited me a ten pounds goodwill gesture?? They have since refunded 86 pounds but to my calculations this is still inncorrect and they owe me more and to add insult to injury they emailed me the proof of purchase 2 weeks too late so i was unablew to proceed with my insurance claim. I wrote a complaint by email advising of how upset i was and i feel that they should repair my phone - they declined am i being too picky or do u think 10 pounds compensates this???

lucylucky

Contact your insurers and explain the delay, ask o2 to confirm this.

If the financial side of their refund is incorrect make sure they are aware of the correct amounts and ask for a full refund within 7 days.

Leave o2.

katiet123_2

Thanks for your advice just feel like im getting the runaround!! They told me they would charge me if i leave early. Am totally devasted over my wedding bookings though

lucylucky

katiet123 wrote: »

Thanks for your advice just feel like im getting the runaround!! They told me they would charge me if i leave early. Am totally devasted over my wedding bookings though

They have screwed up so you can leave without financial penalty - I did when they screwed my bill. It is in their T&C

Sorry to hear about the wedding side of things

katiet123_2

really oh thats good i diddnt know that is that like part of the t&cs that i can leave if they mess up??

lucylucky

9.8 If we increase the Charges to your material disadvantage or we substantially vary these
terms to your material disadvantage (other than where such increases in Charges are due to
a change in prices, tariffs, terms or otherwise made or requested by third party manufacturers
or suppliers, or a regulatory body) and provided you notify us within one month of our telling
you about the changes, you may terminate this Agreement provided you give us a minimum
of 30 days’ written notice.

From here

http://www.o2.co.uk/assets2/pdf/AIRTIMEPAYMONTHLY_OCT10.pdf

Basically they gave you less than you were paying for to your "material disadvantage"

grumbler

My understanding is that they made an error and are dragging their heel when trying to correct it.
I don's see how this is the same as "increasing charges" or "changing terms".
I don't see how they "gave less". They overcharged, admitted this and are willing to correct this.

lucylucky

grumbler wrote: »

My understanding is that they made an error and are dragging their heel when trying to correct it.
I don's see how this is the same as "increasing charges" or "changing terms".
I don't see how they "gave less". They overcharged, admitted this and are willing to correct this.

To quote the OP " was only getting 300 free minutes instead of the agreed 600"

o2 were not giving her what what she was paying for.
They had changed her plan to her material disadvantage.

She can leave without penalty.

I know I did it under remarkably similar circumstances. The person on the end of the phone disagreed but when I quoted the relevant section of the T&C she went all quiet.

I made sure I emailed them at every stage, even reporting details of all the phone calls.

Eventually I got an email agreeing that I could leave without penalty.

(I still had 14 months to run on an 18 month contract)

grumbler

IMHO this just means that you were lucky and "the person on the end of the phone" was incompetent.

I do wish the OP the best luck in their efforts to repeat this.

MRC_2

The chances of cancelling free of charge due to this are slim.

Your tariff wouldn't just "change" without anyone actioning it or you never had 600 minutes.

Do you know why it was changed or if it was ever the 600 minutes?

leezuk1

Everything seems to be done over the phone - but not everything logged - and nothing is ever sent in writing to confirm. So just to say what has been said before - email and confirm all conversations and what was agreed so they have it in writing and there is no dispute (quote names/extentions of people you spoke to aswell). Good Luck.