O2 Error...

Pegasus25

Has anyone had anything similar...

My 18 month contract with o2 ended in January and I phoned to cancel. They said they could do me an £8.50 a month contract on a rolling basis, so I would only have to give a months notice to upgrade or leave. I took this offer.

I recently decided I wanted an iPhone 4S and have been looking at deals - found a pretty decent one with the handset free, £30 a month before cash back, or £28 a month after cash back. 100 minutes, 5000 texts, unlimited data, 24 months etc..

So I phoned o2 to see if they could offer me anything before I go to a new provider, and she tells me that I'm actually tied into a 12 month contract with them and cant upgrade or leave until November? And besides that, she'd never heard of such a good deal on the iPhone and wouldn't be able to offer me anything near that even if I was eligible to upgrade!

I've asked her to track and listen to the phone call from January where I was clearly told I only had to give one months notice at any point, and she's passed it on to her manager and they should get back to me in a couple of days. I'm worried they will have some excuse about not having the phone call on file and I wont be able to do anything :-S

If that's the case I will probably just pay the fee for leaving 7 months 'early' because I resent staying with them when I was misled and not believed about the other offer I had found! Been with them for about 10 years so not happy.

Has anyone had to go through this where they said something different on the phone to what the contract actually was? Have you had to have the phone call traced at all?

Thanks in advance!

grumbler

This happens every day. That's why you have either to record all important calls or don't agree to anything before you get this in writing or by a email/text.
Having said that, I'll be surprised if they have not sent you any confirmation after changing your contract.

Pegasus25

No, nothing came through in writing. The contract is detailed as being a 12 month one on my online account but I'd never checked until now as the direct debits came out at 8.50 so I assumed all was good and well. Now realising I should have checked at the time, but thought I could take their word for it. I'm hoping they will find the phone call and prove me right, but I suppose either way they know they will be losing a customer, so I'm expecting the recording to be 'lost'. Guess at least I've learnt a lesson with this.

Buzby

If it said online you had a 12 month minimum term contract period, what does it show now? It is not unknown for them to provide incorreect info when you phone up - more incompetence than aiming to mislead, however if you were provided with a handset, 12 month minimum terms are unusual, with 18 being the norm.

grumbler

Buzby wrote: »

It is not unknown for them to provide incorreect info when you phone up - more incompetence than aiming to mislead,

Who cares? From the customer's point of view it is called 'misselling' regardless of the reason behind it.

however if you were provided with a handset, 12 month minimum terms are unusual, with 18 being the norm.

12 month contracts are not unusual if you make some upfront payment for the handset, but the OP was not provided with the handset.