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Reading4eva vs O2/Wescot/BCW
Reading4eva
Posts: 6 Forumite
Hi everyone
I was hoping after looking around some of you lovely people could help me rectify the only debt I have, however it is a disputed one.
I took out a contract on 31st December 2007, through the Carphone Warehouse with O2. However since taking out that contract I've had nothing but hassle. Now this is a debt disputed throughout. What happened is quite clear in my latest letter to O2 seen below:
11th March 2011
RE: Complaint over O2 Account
Wescot Reference: XXXXXXX
Client Reference Number: XXXXXXXX
Dear Wescot, O2, Trading Standards, Telecommunications Ombudsman & BBC Watchdog
I am writing with regards to my O2 account, which I opened on 31st December 2007, with the Carphone Warehouse in Reading.
I have since had nothing but hassle from O2, and their collection companies Buchanan Clark and Wells and now Wescot. The issue began when I recieved my first bill on a £55 per month tariff, which lasted 12 months. When I first recieved the bill in February 2008, I was absolutely shocked. The amount was in excess of £250, when my previous months bill, with my Vodafone contract which had just expired was £37! I probed this bill, as anyone would, and noone at O2 could give me a straight answer. They told me I could view the bills online, through their website portal, which I tried. However I couldnt log on, and called the already appalling O2 customer services. They said they would reset the password, but again, on trying to log on I got the same message that either my username or password was incorrect. I disputed this continously, and still got nowhere, so in anger I contacted the Carphone Warehouse who first sold me the contract. Their answers were even vaguer, saying that any dispute must be taken up with O2. I cancelled the direct debit and explained the reason to O2 for this.
So imagine my suprise when the March 2008 bill come in over £250 again! This totalled up over £500, which to my very shock, was debited from my account via direct debit without me knowing. I asked NatWest who I banked with, and they told me the initial Direct Debit was cancelled which was correct, and that the Direct Debit was resetup without my knowledge. I queried this with O2 again, and was told the same poor answers. However after speaking to colleague there called Amy, I was told there was two accounts open! One with a number I knew of, with very little calls and texts; and the other with massive calls and texts and downloads (?) to a Motorola Mobile. I told her the contract I took out was for a Samsung mobile, and she said she would investigate this, and send me the bills (as to be honest, I was very concerned someone had been using my name fraudlently).
No bills arrived at all, just overdue letters saying that if I paid the outstanding amount, O2 would consider me back. I explained to colleagues I was happy to pay the amounts I owed, if they could just send me the bills, I could highlight what I'd used, and pay by cheque for those amounts used. I did explain though I'd only ever taken out the one account, not two, and that I didnt want the accounts to be resetup as whoever was building these massive bills could do it again. O2 said they would. Again, no response, no bills.
In April 2008 and with my phone cut off, I decided to visit Phones4U in Reading, who set me up with an account, with another provider. Since I have been with this provider, my highest bill has been £65, and my lowest only £22. I am still with this provider which really outlines that I am a low risk customer. I also explained the situation to the advisor, who explained to write to O2. So I did. Again no response. So I called. I was told this letter was never recieved, but they'd send out the bills. Again no bills.
Finally in June 2008, with even more hassle from O2 and more letters about amounts I could never have possibly used, the Early Termination fee was imposed, which bought my figure upto over £950. This was composed of two lots of £250, and the £55 contract for the remaining months, which all in all, was an insult to me considering there was two numbers, one of which was mine, and one which was unknown to me.
I contacted O2 again, only to be met with "do you not feel you owe this". My answer was "no, but I know I owe you some money for what I've used". I explained about the conversation with Amy about Motorola charges. The advisor was very unhelpful, and upon hanging up, I rang up this time to speak to a manager. The manager, whom I spoke to, didnt have a clue. They said it was the one account. I responded and probed into this, and the manager told me that I would have to log onto their online system to view these. Again, no luck with that, so I gave up, and sent some letters explaining everything which is in this letter. No response's. Just more threats of passing the debt onto a DCA. I couldnt deal with this as my mother had just passed away, so let it slip to a DCA who I hoped would be more helpful.
In September 2008, I was contacted by BCW Group. I explained all the above to BCW Group representatives, and was promised that this would be looked into. No response, just more letters, more calls and the threat of legal action. I decided to reluctantly make minimum payments each month, to keep the threats quiet, and continue my fight against O2. I was in contact during this time with several organisations with regards to this issue, including a previous letter sent to the BBC Watchdog service. I kept pursueing O2, but by this time, I was pursueing a company who wasnt even responding to anything I tried to explain to them. My calls to O2 never came to fruitition or any success, nor did my Emails, nor my letters. I felt that I had no choice of trying to take this further, until after the debt had been paid. So I continued with BCW with NO hitches.
I seeked legal advice, but due to the debt being relatively low it wasnt worth my while taking action upon O2.
However I saw a breakthrough in 2009, when Dom Littlewood investigated O2 and the Carphone Warehouse in his Dom's on the Case programme. In this programme, Dom investigated a case where a gentleman had been sold a contract by O2 by the Carphone Warehouse and similar occurances had happened. The bills were huge, and suprisingly bigger than mine, therefore I could understand why this case was chosen over mine. The programme highlighted the issues I had encountered - poor if at all responses from O2, vague knowledge from the Carphone Warehouse and a reluctance to help from both parties. After this, I emailed O2, and again got no response.
The reason for my latest letter (and theres been at least 60 calls, 30 letters majority of which havent been responded to, and numerous emails to which I've lost count) is that O2 have now taken the debt off BCW, and sold it to Wescot. For this pleasure they have charged an additional £70, which is ludicrous when I didnt want to even go down and should never of had to go down this avenue anyway. Upon speaking to Wescot, I managed to speak to a manager called Mr Beattie, whom said he would refer this back to O2. This was on the 1st March at approx 7:30pm. He did take into account all my concerns, and said he'd follow this up. He also promised the account would be put on hold, and a letter confirming this would be sent out.
Its now almost 2 weeks since speaking to Wescot and Mr Beattie. Nothing has been recieved about putting the account on hold. In fact I recieved a letter stating Final Notice AFTER speaking to Mr Beattie. He also did not respond directly with O2's decision. When I called Mr Beattie on Wednesday 9th March, he said that O2 had decided "it was not a valid complaint". No wonder I am seething at such a pathetic response. I asked Mr Beattie to call me by Friday 11th March 2011, and escalate this, finding out firstly about the two accounts, to get the bills for both accounts and to PROVE I owe this amount. Its now 8:15pm and I have checked that Wescot are closed, and they are. Again, no response. All Wescot have sent is another letter asking for the final amount, plus this terrible charge they've imposed. One thing that Mr Beattie did ask, and couldnt actually understand is why I actually paid the account from the start. Well, like I explained, its because BCW despite not helping were threatening legal action, which I was too distressed to go through following the bereavement.
I am very sorry, but this level of customer service is appalling. I have never had proof I owe any money to O2, bar the sums I used, which I offered to pay from the off (I just needed to see the bills, to gauge how much). I have never had valid responses concerning the account I had. I have been bullied, harrassed and called constantly from DCA's who firstly are reluctant to help and secondly just after there share of a bad rogue debt. I have had to chase responses, and the responses like the one Mr Beattie at Wescot gave me, are really an injustice to me and my integrity. And all I wanted was someone to help me in a very difficult time, understand firstly, then rectify where these problems have arised.
Therefore I want all the parties involved to take action. I was asked by Mr Beattie what my desired outcomes would be. My desired outcomes would be a resolution which is good for me, the customer; and admittance of the poor service that O2 provided me. I would like a WRITTEN response within 14 days of this letter from Wescot and O2. If I was really being picky, I think I should actually at the worst case scenario only pay for the amounts I used the phones (as originally was the plan)... but in many cases if this went to court, and I won, which honestly considering the proof would be a huge injustice if I wasnt to, compensation for stress and harrasment of this case during a difficult time in my life as well as the refund of all the amounts paid would be more acceptable. After getting advice the sort of amount which would be acceptable would be £3700. That ball is in the court of Wescot and O2 however and how they would like this resolved, without the cause of introducing third parties. I am sending this email to third parties, as it will speed up the process should the response again be poor.
I look forward to, the responses from Wescot and O2.
Regards,
Reading4eva
Now, I'm going to credit one party in this, and thats suprisingly for everyone Wescot, for there understanding :T. However my response recieved from O2 back is SO SO Poor.
They have basically said the charges were for Media (of which discussed with their advisor Richard Chew, could be several things, all of which I cant hazard to think I've used), but because the bills are archived, they cant retrieve them.
Upon reading the unsympathetic Richard Chew's response I called O2, and spoke to an Ian Burgess, who was all in all a very nice chap. He went through and looked at everything, and was as confused as me. When he called back on the 21st, he said something was definately "funky" on the account, and discussed this in detail with Mr Chew. When mentioned what was "funky" to Mr Chew, Mr Chew said he didnt know anything about it, and would listen to the call. Now this is on 22nd March. I provided Mr Chew with a list of emails to check for messages as suprise suprise they could find ANY communications, bar one asking to cancel due to the hassle I'd had since starting the contract (that they hadnt sent me any bills) and another when I made a £55 payment to a lady called Jessica for what I felt I had used. I have also sent a letter, with about 28 documents to their Slough offices, of communications I had sent.
Its the 7th April and despite 2 further emails, Mr Chew still hasnt replied. If anyones asking about where I got the £3700 compensation figure from, my friend who has just passed a degree in law calculated the amount (which I was shocked at when I first saw it) due to harrasment from DCA, harrasment over false debt from O2, effects to an otherwise immaculate credit rating, poorness of service, failure to comply, effects on my work (I have actually lost money in the past 3 years due to the time spent on this) and my personal illness due to this debt.
However I use the word debt loosely as I am 110% sure I dont owe this. My friend has pointed me in the direction of a lawyer close to him (not me), to pursue... but I am hoping for a more amicable solution, considering if the maths is correct, it would cost O2 close to or exceeding £10,000 if they were to lose.
Has anyone any solutions how to solve this? Should I keep on? Should I turn up at Slough and visit personally? Or are they going to deny recieveing my emails and letters as they have since day one this was disputed?
I was hoping after looking around some of you lovely people could help me rectify the only debt I have, however it is a disputed one.
I took out a contract on 31st December 2007, through the Carphone Warehouse with O2. However since taking out that contract I've had nothing but hassle. Now this is a debt disputed throughout. What happened is quite clear in my latest letter to O2 seen below:
11th March 2011
RE: Complaint over O2 Account
Wescot Reference: XXXXXXX
Client Reference Number: XXXXXXXX
Dear Wescot, O2, Trading Standards, Telecommunications Ombudsman & BBC Watchdog
I am writing with regards to my O2 account, which I opened on 31st December 2007, with the Carphone Warehouse in Reading.
I have since had nothing but hassle from O2, and their collection companies Buchanan Clark and Wells and now Wescot. The issue began when I recieved my first bill on a £55 per month tariff, which lasted 12 months. When I first recieved the bill in February 2008, I was absolutely shocked. The amount was in excess of £250, when my previous months bill, with my Vodafone contract which had just expired was £37! I probed this bill, as anyone would, and noone at O2 could give me a straight answer. They told me I could view the bills online, through their website portal, which I tried. However I couldnt log on, and called the already appalling O2 customer services. They said they would reset the password, but again, on trying to log on I got the same message that either my username or password was incorrect. I disputed this continously, and still got nowhere, so in anger I contacted the Carphone Warehouse who first sold me the contract. Their answers were even vaguer, saying that any dispute must be taken up with O2. I cancelled the direct debit and explained the reason to O2 for this.
So imagine my suprise when the March 2008 bill come in over £250 again! This totalled up over £500, which to my very shock, was debited from my account via direct debit without me knowing. I asked NatWest who I banked with, and they told me the initial Direct Debit was cancelled which was correct, and that the Direct Debit was resetup without my knowledge. I queried this with O2 again, and was told the same poor answers. However after speaking to colleague there called Amy, I was told there was two accounts open! One with a number I knew of, with very little calls and texts; and the other with massive calls and texts and downloads (?) to a Motorola Mobile. I told her the contract I took out was for a Samsung mobile, and she said she would investigate this, and send me the bills (as to be honest, I was very concerned someone had been using my name fraudlently).
No bills arrived at all, just overdue letters saying that if I paid the outstanding amount, O2 would consider me back. I explained to colleagues I was happy to pay the amounts I owed, if they could just send me the bills, I could highlight what I'd used, and pay by cheque for those amounts used. I did explain though I'd only ever taken out the one account, not two, and that I didnt want the accounts to be resetup as whoever was building these massive bills could do it again. O2 said they would. Again, no response, no bills.
In April 2008 and with my phone cut off, I decided to visit Phones4U in Reading, who set me up with an account, with another provider. Since I have been with this provider, my highest bill has been £65, and my lowest only £22. I am still with this provider which really outlines that I am a low risk customer. I also explained the situation to the advisor, who explained to write to O2. So I did. Again no response. So I called. I was told this letter was never recieved, but they'd send out the bills. Again no bills.
Finally in June 2008, with even more hassle from O2 and more letters about amounts I could never have possibly used, the Early Termination fee was imposed, which bought my figure upto over £950. This was composed of two lots of £250, and the £55 contract for the remaining months, which all in all, was an insult to me considering there was two numbers, one of which was mine, and one which was unknown to me.
I contacted O2 again, only to be met with "do you not feel you owe this". My answer was "no, but I know I owe you some money for what I've used". I explained about the conversation with Amy about Motorola charges. The advisor was very unhelpful, and upon hanging up, I rang up this time to speak to a manager. The manager, whom I spoke to, didnt have a clue. They said it was the one account. I responded and probed into this, and the manager told me that I would have to log onto their online system to view these. Again, no luck with that, so I gave up, and sent some letters explaining everything which is in this letter. No response's. Just more threats of passing the debt onto a DCA. I couldnt deal with this as my mother had just passed away, so let it slip to a DCA who I hoped would be more helpful.
In September 2008, I was contacted by BCW Group. I explained all the above to BCW Group representatives, and was promised that this would be looked into. No response, just more letters, more calls and the threat of legal action. I decided to reluctantly make minimum payments each month, to keep the threats quiet, and continue my fight against O2. I was in contact during this time with several organisations with regards to this issue, including a previous letter sent to the BBC Watchdog service. I kept pursueing O2, but by this time, I was pursueing a company who wasnt even responding to anything I tried to explain to them. My calls to O2 never came to fruitition or any success, nor did my Emails, nor my letters. I felt that I had no choice of trying to take this further, until after the debt had been paid. So I continued with BCW with NO hitches.
I seeked legal advice, but due to the debt being relatively low it wasnt worth my while taking action upon O2.
However I saw a breakthrough in 2009, when Dom Littlewood investigated O2 and the Carphone Warehouse in his Dom's on the Case programme. In this programme, Dom investigated a case where a gentleman had been sold a contract by O2 by the Carphone Warehouse and similar occurances had happened. The bills were huge, and suprisingly bigger than mine, therefore I could understand why this case was chosen over mine. The programme highlighted the issues I had encountered - poor if at all responses from O2, vague knowledge from the Carphone Warehouse and a reluctance to help from both parties. After this, I emailed O2, and again got no response.
The reason for my latest letter (and theres been at least 60 calls, 30 letters majority of which havent been responded to, and numerous emails to which I've lost count) is that O2 have now taken the debt off BCW, and sold it to Wescot. For this pleasure they have charged an additional £70, which is ludicrous when I didnt want to even go down and should never of had to go down this avenue anyway. Upon speaking to Wescot, I managed to speak to a manager called Mr Beattie, whom said he would refer this back to O2. This was on the 1st March at approx 7:30pm. He did take into account all my concerns, and said he'd follow this up. He also promised the account would be put on hold, and a letter confirming this would be sent out.
Its now almost 2 weeks since speaking to Wescot and Mr Beattie. Nothing has been recieved about putting the account on hold. In fact I recieved a letter stating Final Notice AFTER speaking to Mr Beattie. He also did not respond directly with O2's decision. When I called Mr Beattie on Wednesday 9th March, he said that O2 had decided "it was not a valid complaint". No wonder I am seething at such a pathetic response. I asked Mr Beattie to call me by Friday 11th March 2011, and escalate this, finding out firstly about the two accounts, to get the bills for both accounts and to PROVE I owe this amount. Its now 8:15pm and I have checked that Wescot are closed, and they are. Again, no response. All Wescot have sent is another letter asking for the final amount, plus this terrible charge they've imposed. One thing that Mr Beattie did ask, and couldnt actually understand is why I actually paid the account from the start. Well, like I explained, its because BCW despite not helping were threatening legal action, which I was too distressed to go through following the bereavement.
I am very sorry, but this level of customer service is appalling. I have never had proof I owe any money to O2, bar the sums I used, which I offered to pay from the off (I just needed to see the bills, to gauge how much). I have never had valid responses concerning the account I had. I have been bullied, harrassed and called constantly from DCA's who firstly are reluctant to help and secondly just after there share of a bad rogue debt. I have had to chase responses, and the responses like the one Mr Beattie at Wescot gave me, are really an injustice to me and my integrity. And all I wanted was someone to help me in a very difficult time, understand firstly, then rectify where these problems have arised.
Therefore I want all the parties involved to take action. I was asked by Mr Beattie what my desired outcomes would be. My desired outcomes would be a resolution which is good for me, the customer; and admittance of the poor service that O2 provided me. I would like a WRITTEN response within 14 days of this letter from Wescot and O2. If I was really being picky, I think I should actually at the worst case scenario only pay for the amounts I used the phones (as originally was the plan)... but in many cases if this went to court, and I won, which honestly considering the proof would be a huge injustice if I wasnt to, compensation for stress and harrasment of this case during a difficult time in my life as well as the refund of all the amounts paid would be more acceptable. After getting advice the sort of amount which would be acceptable would be £3700. That ball is in the court of Wescot and O2 however and how they would like this resolved, without the cause of introducing third parties. I am sending this email to third parties, as it will speed up the process should the response again be poor.
I look forward to, the responses from Wescot and O2.
Regards,
Reading4eva
Now, I'm going to credit one party in this, and thats suprisingly for everyone Wescot, for there understanding :T. However my response recieved from O2 back is SO SO Poor.
They have basically said the charges were for Media (of which discussed with their advisor Richard Chew, could be several things, all of which I cant hazard to think I've used), but because the bills are archived, they cant retrieve them.
Upon reading the unsympathetic Richard Chew's response I called O2, and spoke to an Ian Burgess, who was all in all a very nice chap. He went through and looked at everything, and was as confused as me. When he called back on the 21st, he said something was definately "funky" on the account, and discussed this in detail with Mr Chew. When mentioned what was "funky" to Mr Chew, Mr Chew said he didnt know anything about it, and would listen to the call. Now this is on 22nd March. I provided Mr Chew with a list of emails to check for messages as suprise suprise they could find ANY communications, bar one asking to cancel due to the hassle I'd had since starting the contract (that they hadnt sent me any bills) and another when I made a £55 payment to a lady called Jessica for what I felt I had used. I have also sent a letter, with about 28 documents to their Slough offices, of communications I had sent.
Its the 7th April and despite 2 further emails, Mr Chew still hasnt replied. If anyones asking about where I got the £3700 compensation figure from, my friend who has just passed a degree in law calculated the amount (which I was shocked at when I first saw it) due to harrasment from DCA, harrasment over false debt from O2, effects to an otherwise immaculate credit rating, poorness of service, failure to comply, effects on my work (I have actually lost money in the past 3 years due to the time spent on this) and my personal illness due to this debt.
However I use the word debt loosely as I am 110% sure I dont owe this. My friend has pointed me in the direction of a lawyer close to him (not me), to pursue... but I am hoping for a more amicable solution, considering if the maths is correct, it would cost O2 close to or exceeding £10,000 if they were to lose.
Has anyone any solutions how to solve this? Should I keep on? Should I turn up at Slough and visit personally? Or are they going to deny recieveing my emails and letters as they have since day one this was disputed?
0
Comments
-
One thing added to this, Mr Chew said it wasnt two numbers, however I have not and wouldnt have been able to rack up these bills. A) I didnt know how to get online;
Premium Rate lines??? & C) If anything, I would have used LESS minutes, as I had a company mobile at this time, which was allowed for personal phonecalls as well.
Mr Chew did ask why I started paying BCW but neither he nor O2 understand that when you've just lost the single most important woman in your life, your mother, you dont want to deal with idiots like them, or BCW0 -
Email messages to and from Richard Chew
Latest 6APR11:
Dear Mr Chew
I am very annoyed that you nor anyone at o2 have been in contact
since, with regards to my outstanding dispute.
It's now the 6th April, and I have heard nothing from you about my
call, nor any reciept of the letters I sent to you.
I have also not had any of the documents you promised to send come
through to me.
I hope that you will be able to provide me with a satisfactory response shortly.
Kind regards,
Reading4eva
Previous & Last Email sent by Mr Chew 25MAR11:
Dear Reading4eva
Thank you for your email.
I'll be checking our records on Monday as I have been unable to access the system today and will be leaving the office at 4pm.
Kind regards
Richard
Before that email 24MAR11:
Dear Mr Chew
Thank you for your time today.
I am collecting the letters together from the different PCs and will
send you them all during the weekend.
The email addresses to check are:
*8 Email Addresses*
And this email...
I am hoping that some of these will contain information. There's so
many due to my previous work.
If you would like a copy of all letters please provide me with an
address I can send them to. I am sure though you will find the proof I have disputed these since day one via these emails.
Reading4eva
**As there was no valid address from Mr Chew, I sent the letters to the Slough address for O2 - since I have had no reciept for the letters - this email was sent after a conversation with Mr Chew in which he promised a CD recording of the call which last 1 hour 59 minutes until my phone died of battery would be sent of the call (for further reasons), this CD has never been recieved.**0
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