o2 contract cancellation with o2

bluwind

I contacted o2 to find out how much it would cost to terminate my contract 6 months early and i was quoted £104. I agreed to this price and asked them to go ahead with the cancellation, two weeks later i tried to find my final bill online but my account had already been closed, so i contacted customer support and was told (and confirmed in email) that my final bill had been produced and came out at £21. naturally i was over the moon about this and wrongly assumed it was a gratuity for being with 02 for 10 years. anyway,. i paid my final bill and considered the matter complete (this was last month).
Today i received a new email saying a final bill had been produced at £241. so i contacted O2 again to be told that the first person who had quoted me £104, and the second person who quoted me £21 had both made mistakes. I tried to explain that if i had known they would try to charge me £241 i never would have cancelled the contract as i dont have that kind of money to pay out all at once. They say i have no choice and that they will try to collect the money by direct debit in two weeks time.

What can i do.

smartphone

Do you still have the email confirming previous final bill amounts? Even if O2 are in their rights to demand the full amount (and on this I'm not sure, someone with more experience on this will hopefully chip in), with the information you have, I don't think it would be unreasonable to ask for additional time to pay the amount or spread the cost.

bluwind

yes i still have all emails and chat transcripts from O2, when ever i have contacted them i have done so via online chat, it is my prefered option as it eliminates and chance either party can claim information was or wasnt said.



to update
After calling O2 again customer services again, i quoted the sales of goods act and specified that both o2 (by means of online chat transcript) and myself (by means of paying quoted figure) had agreed to the sale which was the final bill in relation to the termination of the contract. The rep asked me to give her two minutes to confer with their manager. they then came back to me and said i would not have to pay the £241 if i agreed to reconnect my phone with them and finish out the 6 months of my contract. I told them i would need a few days to think about it.
I also i informed them that i had cancelled my direct debit agreement and that i do not condone any attempts to collect funds from my account until further notice and that i will not accept any charges levied against me for failed attempts to collect the money via direct debit..

Silk

How much were you contracted to pay each month when you took out the contract ?

Chimpofdoom

Silk wrote: »

How much were you contracted to pay each month when you took out the contract ?

Also were you receiving any discounts on your contract?

MisterBrico

Please reinstate the direct debit, O2 not collecting the money will hurt you more than them when they put a black mark on your credit file.

Buzby

The Sale of Goods Act had no relevance to O2's incompetence - so it will be of no use. You would have an expectation that the early termination figure provided by the first operator was correct - so it would be to this you should pay, as it would be difficult for them to insist you paid more IF you already settled.

I agree the final bill, being followed by a final-final bill is confusing, but most work this way as the termination bill is always manually generated - so this isn't them automatically being incompetent. If you have already cancelled and DELETED the mandate, pay the original amount requested you agreed to. You are then in a good position to argue if they attempt to blight your credit file unjustly.

sniggings

if you asked how much it will be to break your contract and they said £104, pay that, as that was the agreement.

I think you had them when they came back with the offer of restarting the contract and not charging you.

If you have proof they said £104 I can't see how they could ask for more.

I think you just need to kick up a bit more fuss, you shouldn't have to but the proof is on your side.