O2 Insurance mis-selling?

Patxi

Hi guys

Maiden post here, please be gentle.

I am in a bit of a tussle with 02. My dad had a standard contract with o2 with a phone,

-2 years ago I switched him to a sim only deal (as he had bought himself a phone not available through them)

-Without telling me they continued charging £7 a month phone insurance...(for a phone he was no longer using)

-We couldn't access the online bills because of a customer service complication that took AGES to sort out

-When we eventually got to the bills we realised that for the last 2 years we have been paying £7 a month for a phone that isn't used

-I called o2, cancelled the insurance and asked for the full £180 odd to be refunded

-O2 will only repay a £50 'goodwill gesture'. Their argument is that it was our responsibility to check the bills - my counter argument is that we couldn't do that because of their crappy service.

- They have given me an email address to send a complaint. Any advice on my rights, any consumer legislation I can name? Anyone I can complain to...ofcom for example.

Many thanks for any help.

Patxi

DUTR

Short answer is no. Sorry

Silk

Patxi wrote: »

I am in a bit of a tussle with 02. My dad had a standard contract with o2 with a phone,

-2 years ago I switched him to a sim only deal (as he had bought himself a phone not available through them)

-Without telling me they continued charging £7 a month phone insurance...(for a phone he was no longer using)

I think you owe your Dad £180

You should have cancelled the insurance when you switched him if he no longer needed insurance.
Unless you cancel the policy it will just keep running...regardless of being unable to veiw the bills you should also have noticed the increased amount on your bank statements.

The gesture from O2 is more than fair and you would be best to take it and accept you were at fault

Buzby

Why would they tell you? It was your fathers policy. There was clearly no misselling, as the phone still remained fully protected whilst the premiums were being paid.

Patxi

Buzby wrote: »

Why would they tell you? It was your fathers policy. There was clearly no misselling, as the phone still remained fully protected whilst the premiums were being paid.

Because I was the one who was changing the policy on his behalf. I didn't even know there was insurance in the first instance.

Seems unusual to me that switching to sim only - a deal that the phone is no longer a part of - they don't mention the insurance still continuing for a phone from the previous contract.

Silk

Patxi wrote: »

Because I was the one who was changing the policy on his behalf. I didn't even know there was insurance in the first instance.

Seems unusual to me that switching to sim only - a deal that the phone is no longer a part of - they don't mention the insurance still continuing for a phone from the previous contract.

As you ordered a sim and not a new phone it wouldn't even cross their minds anyway, as they would assume you were using the phone.
As before it's down to you to cancel the policy when you no longer need it they are not mind readers.

Patxi

Thanks guys

AmyTodd

Totally agree with everybody's above points as it is down to you - O2 offering you the £50 is a nice good will gesture I was with Vodaphone and didn't even take out insurance and they still charged £11 a month for it and I did not realize for 3 months