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Letter to o2 trying to cancel contract UPDATED
Loopy_Laura_2
Posts: 101 Forumite
in Mobiles
O2 UK
PO BOX 202
Houghton Regis
LU5 5WA
Dear Sir/Madam
Mobile Number: 07740 XXX XXX
I write with regards to my account associated with the above telephone number, and my intention to cancel my agreement with O2 after a number of years of questionable service.
My most recent area of dissatisfaction is in relation to not actually being able to use my phone between the hours of 5.10pm when I arrive home from work, and 8.20am the next morning when I leave home for work. I have recently moved to the above address, and was astounded to discover that there is absolutely no coverage for the o2 network at my new address. I appreciate that you state in your terms and conditions that ‘The Service is not available in all parts of the United Kingdom’ but is it not reasonable to be able to expect to use my mobile phone at any time of the day? I notice from your website that you have no future plans to increase the coverage in my area, therefore failing to even consider providing me with a service in the foreseeable future. I consider this to be a breach of the agreement between o2 and myself, as I cannot and will not be able to use my mobile phone for a significant amount of time during the day during the remainder of my contract. I am not prepared to pay at least £19 a month (I am informed this is your cheapest online tariff) for the next 11 months for a service I will hardly use. Service, at times, which is questionable as outlined in a number of points below.
1.) My tariff changes. Over the duration of my time with o2, I have changed my tariff a number of times to try and make my bills cheaper. Your ‘Bill Check-up’ tool on your website seems inaccurate, as I am often informed that I am on the correct tariff. How can this be so when I have on occasions gone £20-£30 over my usage allowance? On the occasions that I have changed my tariff to something that would suit my calling usage better, bolt-ons or tariff changes have not been applied correctly. I refer once again to a breach of contract, as it states in your terms an conditions that any such requests should be completed, and if they are not then I have a right to cancel my agreement. I refer specifically to when I requested that a text bolt-on be applied to my account, this was never actioned and on one occasion when (once again) querying my tariff, an o2 representative informed me that this bolt-on had never been applied, and I was owed £163, which was then transferred into my bank account. Had my requests for changes been efficiently and correctly changed, my next point could have been entirely avoided, as well as an extremely upsetting and difficult situation.
2.) Payment failures on my account. You will notice from my account that earlier this year, and for the first time in 5 years, my bill payment did not come through to you after a direct debit failed. This is because I requested that my direct debit day be changed to avoid 02 requesting payment before my monthly wages had gone into my account, in order to make sure there were sufficient funds. This request was not actioned by o2, therefore the payment bouncing, my bank charging me £50 of unauthorised overdraft fees, leading to me having insufficient funds to pay my bill. I was appalled at o2’s response to this situation considering 5 years of regular payments without fail, also taking into consideration that; a) the funds were not there due to no fault of my own due to the direct debit not being set up and overdraft charges b) my bill should never have been £41 as relating to my above point. Correct discounts had never been applied to my account, therefore making my bills higher then necessary.
I am frankly shocked that you were so quick to treat me in such a disgusting manner, threatening to disconnect my account without listening to reasoning or why I had problems in the first pace. You only wanted to listen to me once I had to ask a relative to pay the balance of my bill on a credit card.
I have discussed this matter with the Citizens Advise Bureau and with a private solicitor and am informed that the above points are sufficient enough cause to request that you terminate my agreement with o2 without penalty, as your numerous shortfalls in service constitute a breach of contract. I therefore request that you provide me with my PAC code so that I can take my custom elsewhere, to a mobile phone company who will provide me with the humane and constant service that I feel I deserve.
If you refuse my very reasonable request, I will place this matter in the hands of my solicitor who I will instruct to vigorously pursue suitable compensation from yourselves through the courts for the inconvenience and distress the above issues continue to cause me.
PO BOX 202
Houghton Regis
LU5 5WA
Dear Sir/Madam
Mobile Number: 07740 XXX XXX
I write with regards to my account associated with the above telephone number, and my intention to cancel my agreement with O2 after a number of years of questionable service.
My most recent area of dissatisfaction is in relation to not actually being able to use my phone between the hours of 5.10pm when I arrive home from work, and 8.20am the next morning when I leave home for work. I have recently moved to the above address, and was astounded to discover that there is absolutely no coverage for the o2 network at my new address. I appreciate that you state in your terms and conditions that ‘The Service is not available in all parts of the United Kingdom’ but is it not reasonable to be able to expect to use my mobile phone at any time of the day? I notice from your website that you have no future plans to increase the coverage in my area, therefore failing to even consider providing me with a service in the foreseeable future. I consider this to be a breach of the agreement between o2 and myself, as I cannot and will not be able to use my mobile phone for a significant amount of time during the day during the remainder of my contract. I am not prepared to pay at least £19 a month (I am informed this is your cheapest online tariff) for the next 11 months for a service I will hardly use. Service, at times, which is questionable as outlined in a number of points below.
1.) My tariff changes. Over the duration of my time with o2, I have changed my tariff a number of times to try and make my bills cheaper. Your ‘Bill Check-up’ tool on your website seems inaccurate, as I am often informed that I am on the correct tariff. How can this be so when I have on occasions gone £20-£30 over my usage allowance? On the occasions that I have changed my tariff to something that would suit my calling usage better, bolt-ons or tariff changes have not been applied correctly. I refer once again to a breach of contract, as it states in your terms an conditions that any such requests should be completed, and if they are not then I have a right to cancel my agreement. I refer specifically to when I requested that a text bolt-on be applied to my account, this was never actioned and on one occasion when (once again) querying my tariff, an o2 representative informed me that this bolt-on had never been applied, and I was owed £163, which was then transferred into my bank account. Had my requests for changes been efficiently and correctly changed, my next point could have been entirely avoided, as well as an extremely upsetting and difficult situation.
2.) Payment failures on my account. You will notice from my account that earlier this year, and for the first time in 5 years, my bill payment did not come through to you after a direct debit failed. This is because I requested that my direct debit day be changed to avoid 02 requesting payment before my monthly wages had gone into my account, in order to make sure there were sufficient funds. This request was not actioned by o2, therefore the payment bouncing, my bank charging me £50 of unauthorised overdraft fees, leading to me having insufficient funds to pay my bill. I was appalled at o2’s response to this situation considering 5 years of regular payments without fail, also taking into consideration that; a) the funds were not there due to no fault of my own due to the direct debit not being set up and overdraft charges b) my bill should never have been £41 as relating to my above point. Correct discounts had never been applied to my account, therefore making my bills higher then necessary.
I am frankly shocked that you were so quick to treat me in such a disgusting manner, threatening to disconnect my account without listening to reasoning or why I had problems in the first pace. You only wanted to listen to me once I had to ask a relative to pay the balance of my bill on a credit card.
I have discussed this matter with the Citizens Advise Bureau and with a private solicitor and am informed that the above points are sufficient enough cause to request that you terminate my agreement with o2 without penalty, as your numerous shortfalls in service constitute a breach of contract. I therefore request that you provide me with my PAC code so that I can take my custom elsewhere, to a mobile phone company who will provide me with the humane and constant service that I feel I deserve.
If you refuse my very reasonable request, I will place this matter in the hands of my solicitor who I will instruct to vigorously pursue suitable compensation from yourselves through the courts for the inconvenience and distress the above issues continue to cause me.
:beer: Have champagne tastes...but got a beer budget!!:beer:
0
Comments
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you can call them free on 1000
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Sorry I don't understand?:beer: Have champagne tastes...but got a beer budget!!:beer:0
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a free phone call is cheaper then a solicitor's bill0
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Oh I see! I tried to cancel over the phone but they weren't having any of it. Do you think I should take the bit about the solicitor out?:beer: Have champagne tastes...but got a beer budget!!:beer:0
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Always communicate in writing then you have a copy of what you have said and not get a person in a call centre. You should receive a response in writing. Just had a no of conversations with CPW over 02 contact and left very stressed.0
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Is your contract with O2 Direct or O2 via the Carphone Warehouse?
If it is with O2 Direct then e-mail your complaint to peter.erskine@o2.com he is the managing director of O2 and I have had dealings with his office and they have been brilliant at sorting problems/complaints out!!0 -
Loopy_laura
Perhaps you could get another provider to buy out your contract. There is a thread about Phones4u shops doing this, it might be worth asking what their terms would be.
Sorry, I haven't worked out yet how to do links but thread title is 'Who will buy out my contract?'0 -
Loopy_Laura wrote:O2 UK
PO BOX 202
Houghton Regis
LU5 5WA
Wrong Address. It's Po Box 242 not 202.
BTW you a o2 online account holder ?, if so call up and place 30 days verbal notice.0 -
If anyone reads Laura's other discussion of this, they'll see the contract is about one month old, so buyout from elsewhere really isn't feasible.0
This discussion has been closed.
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