O2 contract - incorrect on their file (24m not 12m) - anybody had same problem?

parkj

I just wondered if anybody has had a similar experience.
I've just upgraded my contract with O2 - eventually it went through fine - but only because I could find the paperwork for my existing contract.
I was on a 12month sim only business contract - but when the shop tried to put my upgrade through they were told I'd signed a 24month sim only contract and that without me proving that I had signed for 12 months they couldn't do anything!
Thankfully I found all the paperwork (I knew that even my bills said 12months on them) and when I went back to the store the upgrade went smoothly.
it's probably just an error (though I didn't like the fact they expected me to prove which contract I'd signed) but I just spoke to my sister who's also on O2, she thought she was due on upgrade on an 18m contract and has been told she took 24m (she's certain she didn't but cant find the contract so is having to wait it out!)

Is this just a coincidence, or have others had similar problems?
(it's not the same shop, one in Wales, other in W. Yorks)

annie1975_2

I had a similar problem but mine was ringing up for a 12 month contract on an upgrade,.I went through everything twice with them( 12 months ,cost,tarrif etc).Phone arrived,and only for having a query and talking to 02 chat did I find out they had put me on a 24 month at twice the price.I was still in my 7 day cooling off period (thankfully),i had to send everything back,and re-order everything again.bit silly really all they had to do was change the tarrif.
Going to your question.its a good job you had proof,also if you have online bills you can check everything on there,length of contract,cost etc.

shouldhavedonethisearlier

I've had an experience of this recently - after finishing my iphone contract I 'downgraded' onto a cheaper monthly tariff, after checking explicitly that I could leave or upgrade at any time. When I went to do this in August I was told that I had signed up to a 12 month fixed contract! I complained and they went and listened to the call - after 2 weeks the complaints team came back to me to say that I had been mis-advised at the point of sale, and agreed I didn't have to pay any cancellation fees. I've just uncovered another incidence of this that I suffered a few years ago now, which has cost me £100's - I'm working with them now to try and resolve it but essentially the same thing.

There seems to be a lot of mis-selling/mis-advice, with near impunity, and onus on the customer to identify? Perhaps one for Ofcom...

Buzby

It's no different than your claim of 'finishing my iphone contract', and downgraded. That might be the case if you retained your iPhone contract, you would have something TO downgrade - but in essence, you completed the minimum term of your iPhone contract and terminated. You would then take out a fresh contract (complete with new minimum term) which would be anything from 12 months, to 30 days depending on the deal on offer.

I agree, there is a lot of misunderstanding around - but it certainly isn't all one-sided! Consumers should always retain their paperwork and ensure that if there is an error, it is addressed at the outset, and NOT left until it comes as a surprise at the end.