o2 online upgrade problem

charltonfan1

Hi all,

In need of some advice.

I negotiated an upgrade deal on behalf of my girlfriend. The last 12 months she had been paying £10 per month for the online off-peak 1000 tariff + insurance. (Normally £25 per month but i got her a good deal last year)

I called up a few times in her 11 month to get the best deal, as initially they said that she could not retain her current £15/month discount on the same tariff. I called back and spoke to a lady on 28th September who said she could remain on her current deal for another 12 months. The lady said that the handset we wanted wasn't in stock but to call back.

So i called back later that day and spoke to another lady who said the phone (Samsung E900) was now in stock and ordered it for me. I asked her to confirm that my gf would remain on her current deal (with same discount) for another 12 months and the lady said yes.

So this was in my gf’s 11th month of her previous contract. She was billed correctly for October (12th month) but has now just had her 1st months bill for the next 12 month period. The discount has been incorrectly removed, so I called CS who informed me that the discount was for last year. I told the CS advisor to look in the notes of the 28/9 and see what we were offered. There was nothing in the notes regarding the exact details of what we had been offered (this was for both conversations I had with o2 that day, only the words “Save deal agreed”)

The CS advisor passed me onto a manager who said that they couldn’t offer £15 per month discount. I argued that the two people I spoke too hadn’t written enough detail on the notes but she didn’t seem too bothered. After 10 minutes of arguing she offered us a £5 per month discount but nothing more. I asked for her to listen to recordings of the conversations for proof. She said that they only keep recordings for 1 month before erasing them! How useful!

So I am going to write to Peter Erskine’s office about this but is there anything you suggest I can do?

Thanks for reading

sasha_108

0845 3300684
Alex.vanZomerplaag@O2.com
Alex van Zomerplaag

Hi there, I didn't get offered a great deal, and had other issues with o2, and when I contacted Peter erskine, he advised me to call Alex Van Zomerplaag on 0845 3300684 or email Alex.vanZomerplaag@O2.com. He was really helpful, and gave me the deal I wanted, and credited an amount back to my card!

Clare

charltonfan1

many thanks. Have also emailed him my complaint

charltonfan1

A guy from Peter Erskine team called and sorted out the problem fine.

Emailing peter is the way to go with o2 complaints