o2 broadband demands

easyhost

I had an o2 broadband account on a std 12 month contract from Aug. 2008 to Aug. 2009 then after that i just continue to pay monthly via direct debit.

In Aug. 2010 (24 months after i signed their 12 month contract) i decided to move to a better provider. I was given my MAC number etc. to change providers.

i did this and nothing until a few days later i get an email to day i owe £34.52 early termination fee, which i disputed as i was with them 24 months, but they day my contract was from dec. 2009 to dec. 2010, so i am terminating early.
I have an email from thier executive department saying yes and they removed this fee, but now today i get a call from a debt agency saying i owe £30.98 and i have 15 days to pay this.

the strange thing is as i have my o2 mobile and broadband together when i terminated my broadband i was refunded £75 by o2.

what can i do about this?

grumbler

You have to take this seriously because you are likely to have a default record(s) in your credit file(s).

Firstly you have to ask the debt collectors what debt they are talking about.
It is also worth checking the credit files.
If it's O2, then they are the only one who can solve both problems (debt collectors and credit file corrections)

easyhost

I have the following email from o2s executive relations which the debt agency and even o2 wont acknowledge

[FONT=&quot]From:[/FONT][FONT=&quot] Kelly Chris (1) (UK) [/FONT]
[FONT=&quot]Sent:[/FONT][FONT=&quot] Friday, August 20, 2010 9:14 PM [/FONT]
[FONT=&quot]To:[/FONT][FONT=&quot] Terry [/FONT]
[FONT=&quot]Subject:[/FONT][FONT=&quot] O2 reference 2********[/FONT]
[FONT=&quot]Dear Mr Robertson[/FONT][FONT=&quot][/FONT]
[FONT=&quot]Thank you for your recent emails to me. As advised to you on Friday 13 August 2010, I’ve raised your concerns with our broadband team for you. [/FONT][FONT=&quot][/FONT]
· [FONT=&quot]I understand you’re unhappy at being quoted an early termination fee for transferring your broadband service to a different provider. [/FONT][FONT=&quot][/FONT]
[FONT=&quot]Your early termination fee is for the remaining monthly line rental charges to the end of your end of your contract term. As of today’s date this fee is £34.52. Our records show we advised you of your contract term and early termination fee. We do see your were with us 24 months, so this change has been removed. [/FONT][FONT=&quot][/FONT]
[FONT=&quot]Thank you for your email to me today to confirm you’ve arranged for your broadband service to be activated with the provider Plusnet on 27 August 2010. I’m sorry you’ve decided to leave us. I’ve arranged for a jiffy bag to be sent to you which will arrive within the next five working days. [/FONT][FONT=&quot][/FONT]
· [FONT=&quot]I’m sorry to hear you receive error messages when you try to send or receive emails. We've not restricted your emails and the error messages you’ve described sound like they're being caused by the settings on your computer. To enable us to assist you with this, please call customer service on 0800 230 0202 who are available 24-hours a day.[/FONT][FONT=&quot] [/FONT][FONT=&quot]. [/FONT][FONT=&quot][/FONT]
[FONT=&quot]I hope this helps to clarify the points you’ve raised with us. I’m confident all the issues you’ve raised have been investigated and addressed in full. For any further queries about the information in this email, please call me on 0845 330 0683. I’m available between 8am and 5.45pm Monday and 8am and 6.30pm on Tuesday, Thursday and Friday. Alternatively, our department is open between 8am and 6.30pm Monday to Friday and one of my colleagues would be happy to help. [/FONT][FONT=&quot][/FONT]
[FONT=&quot]Kind regards[/FONT][FONT=&quot][/FONT]
[FONT=&quot]Chris [/FONT][FONT=&quot][/FONT]
[FONT=&quot]Chris Kelly[/FONT][FONT=&quot] [/FONT][FONT=&quot]Executive Relations[/FONT][FONT=&quot][/FONT]

easyhost

grumbler wrote: »

Firstly you have to ask the debt collectors what debt they are talking about.

theys says it a early termination fee from o2 broadband, but i signed up on a 12 month broadband contract in aug. 08 to aug. 09, but they say according to their records it was from dec 09 to dec 10 and as i terminated in aug. 10 so i terminated early

grumbler

So, let's make it clear.
Is the "debt agency" a different company, not O2 department?
If so, they have only the information that they received from O2. They cannot check if it is correct or not.
In any case it is only O2 who can check and rectify everything.

easyhost

grumbler wrote: »

You have to take this seriously because you are likely to have a default record(s) in your credit file(s).

Firstly you have to ask the debt collectors what debt they are talking about.
It is also worth checking the credit files.
It it's O2, then they are the only one who can solve both problems (debt collectors and credit file corrections)

grumbler wrote: »

So, let's make it clear.
Is the "debt agency" a different company, not O2 department?
If so, they have only the information that they received from O2. They cannot check if it is correct or not.
In any case it is only O2 who can check and rectify everything.

yes the debt agency is Fredrickson International who i have never heard of before and they say all communications have to go through them.
they say if i pay early i can only pay £20 instead of the £30.98, but as my signed contract was for 12 months and i was with them 24 months then i dont owe anything.

from the time i terminated my broadband until today i have recived no calls, emails, letters or texts from o2 or this Fredrickson International until i received a phone call today 9 months after i terminated my broadband

easyhost

Now i get this email from o2, i think that they tried to pull a fast one thinking i would just pay up the £30 when i knew i owed nothing to them

Hi Terry

I'm sorry for the trouble.

Due to a system error your account was renewed to an another 12 months contract. I've cancelled the termination charges from your bill and now there isn't any due on your account.

I hope this helps.

Regards

Chandra
O2 Home Phone and Broadband Customer Service Team

I have asked then to confirm this in writing both by post from o2 and Fredrickson International

Reading4eva

:(Another disgusting episode of poor customer service from O2

easyhost

Reading4eva wrote: »

:(Another disgusting episode of poor customer service from O2

they even had the cheek in one email to end it with "I hope you'll consider us in future"

so they ILLEGALLY set me up with another 12 month Broadband contract without my knowledge.
then 9 months after i LEGALLY cancelled my broadband, i get a phonecall from their debt collectors demanding £30 within 15 days or they will take it further.
this is 9 months without any communication of any kind from o2
and then they come up with "I hope you'll consider us in future" as IF i would go back to them

grumbler

To be fair, there are only a few providers around and it is unrealistic to expect much better experience elsewhere.
You'll find dozens of 'disgusting episodes' posted here for all of them.

Reading4eva

easyhost wrote: »

they even had the cheek in one email to end it with "I hope you'll consider us in future"

so they ILLEGALLY set me up with another 12 month Broadband contract without my knowledge.
then 9 months after i LEGALLY cancelled my broadband, i get a phonecall from their debt collectors demanding £30 within 15 days or they will take it further.
this is 9 months without any communication of any kind from o2
and then they come up with "I hope you'll consider us in future" as IF i would go back to them

The chap I spoke to previously asked "If I can get the amount written off will you change from Sky (current broadband provider) to us?" when I said no... he hung up. Looking for a quick buck I guess