O2 signed me up to the wrong tariff (Sim Only instead of Contract) with iPhone...

Mr_Cable

...do I have to stay?

Last November I visited my O2 branch as I was due to upgrade my (business) tariff and signed up for an iPhone 4. The sales assistant managed to find me a slightly cheaper tariff and I happily signed up for th amount on the paper contract in front of me. I signed what I thought was a 24month contract.

Recently, around 11 months in, I decided it was time to buy out my contract as I had found reception issues increasing so I called O2, enquiring how much'd be required to leave the contract (at full rate, it's only fair!).

After a lot of curious clucking and a VERY long time on hold, I found I had been transferred to a very snooty woman who told me the following;

"Actually, you were signed up to the wrong tariff in store - I'm increasing your monthly line rental now to what it SHOULD have been and you should be greatful we're not backdating it".

Needless to say, this greatly increased my final payment, which I have managed to offset my deactivating my data bolt on.

Bearing in mind I can't actually find my O2 contract paperwork - but this WAS an I store sign up, am I actually obliged to pay them anything other than 30days notice (as per the Sim-only plan they put me on in the first place or are they allowed 'errors & omissions?'.

Thank you!

chrispafc

That is an example of terrible customer service. Stop your direct debit with them straight away before they take the money by force.

Do you have bills to show the contract you were on? (Paper, online etc). They signed you up to the wrong contract - it's therefore, their fault and you shouldn't have to pay.

With regards to leaving the contract early...you did sign up for a 24 month contract. Are the reception issues very serious and affecting your business?

mrochester

chrispafc wrote: »

That is an example of terrible customer service. Stop your direct debit with them straight away before they take the money by force.

Do you have bills to show the contract you were on? (Paper, online etc). They signed you up to the wrong contract - it's therefore, their fault and you shouldn't have to pay.

With regards to leaving the contract early...you did sign up for a 24 month contract. Are the reception issues very serious and affecting your business?

Yikes, certainly don't stop the direct debit as that will go down as a black mark against your credit file.

In principle, you did agree to pay whatever the line rental should have been back when you upgraded, so in essence you've been getting an 'easy ride' for the last 11 months or so. I believe that O2 are entitled to move you to the correct tariff and I'd consider the 11 months you did get for less as a nice bonus and consider yourself lucky.

Buzby

Goodness yes, don't withold payment or the Credit Reference agency will wring you out to dry! The first thing to note is if THEY erred, then that's their lookout by charging the wrong amount. Work out what you saved, then get a warm glow at the bargain you had for the term you actually had it.

I'm not clear if this was a business contract, or a consumer one - if the latter, they would have to downgrade your bundle to what you were paying before, but if a commercial contract they can just put it up to what it should be and you'll be expected to pay. The fact you were unhappy with the coverage isn't relevant, as they make no guarantees in that respect. It may well be cheaper to carry on using it until the contract term is complete (that would serve them right), and whilst it doesn't give you the freedom you seek, at least you are not losing out!

chrispafc

Oopps. Sorry wrong advice! I just re-read your original post.

Mr_Cable

Thank you for all the replies.

While I was GENUINELY prepared to pay the 14 months line rental just to free myself from o2 (I had budgeted to pay for it with the £30+ month a month in Line Rental difference, now I've signed up to a SIM-Only plan) - it was their attitude that annoyed me about the whole thing.

I'll have a look for my contract but even if I don't find it, surely the fact I SIGNED to a cheaper plan in the first place stands for something?

Regardless, I HAVE cancelled the DD and will await the next bill to see exactly what they're asking for.

Thanks all again!

chrispafc

You signed up for a cheaper contract and the error was their fault. That may count for something! Good luck.

Rev

Mr_Cable wrote: »

Thank you for all the replies.

While I was GENUINELY prepared to pay the 14 months line rental just to free myself from o2 (I had budgeted to pay for it with the £30+ month a month in Line Rental difference, now I've signed up to a SIM-Only plan) - it was their attitude that annoyed me about the whole thing.

I'll have a look for my contract but even if I don't find it, surely the fact I SIGNED to a cheaper plan in the first place stands for something?

Regardless, I HAVE cancelled the DD and will await the next bill to see exactly what they're asking for.

Thanks all again!

Ask them to show you the document with your signature on saying you'd pay the higher contract price. If they can't tell them to hop it. They can't just change you contract as they see fit. It's their error, there is not a single hope in all hell you should be paying for their mistake.

If they can't produce the signed contract. Tell them that's fine, you'll buy yourself out of the original contract, at the monthly price you agreed to x however many months you have left.

If you called up 11 months into a contract and said 'Oh, sorry, I totally signed up to the wrong contract, I'll be paying you £10 less per month, and you're lucky I'm not asking for a refund'. Think they'd be happy?

And give these guys a call

0845 3300684

As far as I know that's still the number to o2's complaints. Every time I've had a problem, they've had it sorted in minutes.