02 mis-sold us phone for free now taken £300!!!

Maiher1987

removed by user.

grumbler

OK,
They missold you.
They admitted their error and offered their apology, the full refund and cancellation.
What is "not good enough etc etc" and what do you want to complain about?

lordra

But what is it that you want specifically??

waqasahmed

I'm guessing the OP wants some money back from O2. Personally, I've always liked O2 compared to all the other providers

lordra

Or he can say that she read the T&Cs during the week after she got the phone (and the money was taken) and saw it there.
@OP: But if you put the complaint on paper, escalate the case to someone higher up, you can ask for some more compensation.

amiehall

If it were me, I'd probably write to O2 asking them to honor the original contract that you were offered and agreed to at the rates offered by their member of staff.

It is not acceptable to have customer service staff offer one thing and write another thing in the t&c.

It seems like this has been a complete shambles from O2, agreeing one rate, writing down another rate, charging a third rate. I would have thought having the contract billed at the original agreed rates would probably be an achievable outcome if that's what you wanted.

bubblesmoney

surely O2 is at fault for taking money (£250+vat) out of her account when it was supposed to be free. And there by causing the overdraft and related overdraft charges if any and hit to credit rating if any. They are liable to make good the repair. We dont also get into a mobile contract to listen to abuse from customer service, so complain about that as well.

Ask for a recording and transcript of the phone calls to support staff and transcript of the conversation for original order online and say this will be used for small claims court (online) to recover losses (transaction costs, incidental damage following debit of 300£ and legal expenses involved (if any) to recover losses. Call complaints and ask that they record the call and discuss as above. See if they make good the damage. If it was described as free then it should just be that, they cant demand £300 or now even £70 for that. or return the phone on the condition that they refund money immediately and not wait for phone to get back to them because you only agreed for a free phone in the first place. Say they will also have to make good for the overdraft charges and damage to credit history for their mistake and give it in writing about erroneous charge, so that you can use to to contact credit report agency to amend your (mothers) credit file with the letter given by O2 for wrong debit.

Contact Citizens advice bureau for advice on how to sort out the consequences of unintended overdraft and credit damage or ask on the debt boards on MSE for help.

if O2 cant sort the issue then write / complain to the ombudsman organisation. Surely the O2 complaints dept should be able to sort this out or try contacting head office. Bloody hassle but might get sorted quicker. The online small claims court option does not need lawyers, think it costs about 50£ but that should be recoverable from O2 plus damages. But first check if that is a better option or ombudsman.

if paying rent is a problem, agree to O2 condition of 70£ but saying agreeing under duress because need money for rent but that you will follow up with needful action for recovering damages, if this route suits you better. Hopefully if you need the money back quicker then atleast 230£ will be back immediately rather than 300£ and you can chase the recovery of 70£ later.

see advice on the debt boards, i have seen a few lawyers and barristers giving free informal help on some of these forums before(a couple of years ago). They might still be giving such help.

sparky93

how was the money taken? usually dd, go to bank and get dd reversed.

cubegame

Are you perhaps not telling the full story?

O2's online chat system automatically sends a transcript to the entered email address at the end of the session. Do you not have this?

Maiher1987

removed by user.

chanz4

hand to mouth, new contract? Is it worth going on p&g