CPW O2 Retentions Thread

EagerLearner

Hi there,

Can anyone please help - I am an existing CPW/E2Save customer with O2.

CPW called me end of April to renew my contract, which was to expire Mid May.

I agreed to a deal which was 600 minutes, 500 texts, unlimited web usage and the Nokia N958GB. Plus a £20 bonus from the agent.

Anyway, got phone and all was well. Then I got my first bill, I have been charged an extra £25ish for using the web!

I called customer services and they said they'd look into it and if approved, a credit would go on my account. I also mentioned the £20 bonus hadn't arrived, so they e-mailed the CS agent that had handled my deal.

I later sent a text to the agent, as that's how we'd communicated on a few things, saying my bill was way too high and where was my £20.

He then called me later and said the £20 was 'on the system' and his manager approved it. Also, that if I had been charged for the web, this was as stated in the call when I agreed the contract! This was utter rubbish and I reminded him I only wanted that deal because of the free web/e-mail for work and he knew that very well. He claims to have a recorded call whereby he said the free web/e-mail would only kick in after 2 months!!! AND that I had to activate it myself after the 2 months, for it to happen! I said he may well have said it all really speedily and under his breath, but I was not FULLY aware of this 2 month delay. He said it was discussed, and that the 2 months is due to 'admin delays' but I was made aware of it during the call setting up the contract.

He said I could buy a copy of the recording for £10, adding insulty to injury. I am sure I did not agree to a deal which would take 2 months to get the free e-mail/web, but I resent paying £10 for the recording.

I can't believe this... I now have still not had my £20 bonus from him, and asked him for a third time today he's now saying his manager has approved it 'today' and if I have not had it by end of next week, to call him.

I am ending up spending time chasing the £20, the refund for the web/e-mail and overall, really unhappy that even though I agreed to stay with them another 18 months, this is how I get treated.

I am going to call customer services re the web/e-mail charges today and to see if my account shows the bolt-on yet and also ask again about my £20 bonus.

Is there anything else you would suggest?

tee_3

Just phone CPW O2 cancellations.

I am a few weeks from completion of 200mins/200 texts free for 12 months deal from OSPS. Have received all cashback to date, with final claim posted yesterday.

I was offered exactly the same deal (200mins/200 texts) for another 12 month contract, retaining my number, with no new handset. Claims at months 4, 8 and 12 - unlimited windows to send claim forms in. 14 days to cancel if not happy, and all cashback to be confirmed in writing in next few days.

What I was looking for so signed up.

jpwilliams

I've also just come to the end of a 200 minute deal with cashback from e2save. When I called to cancel, I was offered 275 minutes & 250 texts for £5/month - no new phone obviously, but still a good deal for my inlaws who aren't fazed by not having the latest handset. It's a 24 month contract, but still cheaper than what they spend on PAYG every month, for more minutes. When I called back to confirm the offer, it sounded like this was a regular offering, so many of the D600 e2save customers might get the same thing.

More4_2

I received a call from CPW retentions last week and I was tempted with 1 or 2 of the guys cashback offers

My only problem is that when I asked the guy to send me an email with the details of the cashback deal before I agree to it, he told me he couldn't do that.

He also said that he could "try" and have all the info sent out but he said he didn't know when I would receive it.

Due to having read some of the scams that have been pulled off by this mob and also having been stung by Tiscali broadband retentions (over the phone)... I have refused to give the go-ahead for this CPW extention to my contract.

I can call them back at any time and still get the deal, I'm just wondering if I could record the phonecall, as well as them??

Would that help much?

I know this is a wee bit OTT but fire with fire IMHO

Leopard

More 4,

The Customer Retentions guy that I negotiated with had no problems sending me an email during the course of our negotiation by telephone, but it was unacceptably vague.

I remained insistent that I was perfectly happy in principle with the deal he was proposing (which I wanted) but would only agree to it formally if it was sent to me in writing.

Eventually I obtained this, whereupon I contracted to it.

* This posting * may assist you.

Never agree contractually to anything with them verbally until you have it in writing.

lowbrim

Got 275mins and 275 texts for £5/month + Nokia 6300 from CPW when I rang tio cancel my e2save contract.

Took a little haggling did not want to give me a phone initially but said that dialaphone was offering me one.

Anyone on a E2save contract should go down this route at end of contract none of the hassle of sending cashback claims in!

More4_2

Leopard wrote: »

More 4,

The Customer Retentions guy that I negotiated with had no problems sending me an email during the course of our negotiation by telephone, but it was unacceptably vague.

I remained insistent that I was perfectly happy in principle with the deal he was proposing (which I wanted) but would only agree to it formally if it was sent to me in writing.

Eventually I obtained this, whereupon I contracted to it.

* This posting * may assist you.

Never agree contractually to anything with them verbally until you have it in writing.

Thanks very much for your help

You've got me thinking that I should maybe call back and speak to someone else

I would like to think someone else might send me the details prior to agreeing

I still would like to know from them around about when I would receive this

The guy I spoke to not only told me he couldn't e-mail the agreement details but he made a point of telling me just how much he didn't know when I would receive the details by post, that's even after if I agreed the deal

That's simply not good enough

I'm also very much looking into recording my call with them

I'm so wanting to get this deal done

jpwilliams

lowbrim wrote: »

Got 275mins and 275 texts for £5/month + Nokia 6300 from CPW when I rang tio cancel my e2save contract.

Took a little haggling did not want to give me a phone initially but said that dialaphone was offering me one.

Anyone on a E2save contract should go down this route at end of contract none of the hassle of sending cashback claims in!

I got my sim card today, for the same contract, except that the docs with the card say £15 75m-250tx 24m £10Hcr - which sure doesn't sound like what I agreed - O2 were closed eralier when I tried to ring, but might be worth checking your paperwork before trying to use the sim.

gromit69

I was offered the 275 mins + 250 texts for £5 a month by CPW O2 retentions, same as quite a few other people. However, change over day has come and my account is only showing the 75 mins - not the 275 mins.
I'm gonna give them a call later on, but could anyone confirm that they've actually got this deal and that its working as expected?

nell2

I think the 200 extra minutes is a free bolt on added after 1 month. I would email them to check.