New 02 Monthly Contract Overcharged

FrendLee

Hi I am new to the MSE forums but have quite often been around to read forums and they offer a great help.

This is my first post of a problem I have of my own and have no idea where to go next.

I got a new 02 contract in October when my last one expired. It was in a “franchise store” and was offered the “franchise discount of 30%”. I noticed my first bill was high as it partly included a partial month of my previous contract but also a full charge of my new contract without the discount.

I instantly contacted 02 on the chat and the adviser informed me the application for the discount has been received but not applied and gave me an email to contact to sort. So I did.

1 month later after my next bill had nothing back and was about to send another email but realised the email address the advisor gave me was spelt wrong. Well it happens I guess and I never noticed it. So I resent the message with the correct spelling and instantly got a reply asking for security answers. I sent these off then after 3 more weeks no answer.

Have since sent another email repeating my story will all information I have sent them the O2 chat transcript a copy of my contract and acopy of the franchise I was offered and informed them I was fed up with not getting answers. Have just had a reply today and they say.


“We had received a 30% discount request for your mobile number ##BLANK## on the #BLANK#October to be added against an O2 employee number” ##BLANK##


Your discount wasn't added as the employee name and the employee number ##BLANK## isn't updated on our database.

Please ask the ##BLANK## holder (employee) to update his/her employee number on our records.


After this is done, please ask him/her to request the discount again.


When our team receives the details, they'll verify them and add the discount. They'll also send a confirmation to the sender when the discount is added. Oncethe discount is added, please email us and we'll backdate the discount for you.

Tolet you know that the 30% discount is no longer added via email. I'm sorry forany inconvenience that may have caused.


I am totally shocked by this. I assume maybe they think I know this person orsomething but there is no way I can do this. I already have sent an email to the person who sold me the contract since thats on the contract agrement but nothing back. Why is it that it’s my responsibility to sort this for them?

Does anyone have any advice of what rights I have now who I should complain to. I want to cancel my direct debit keep the phone and take it else where but don’t want to make things more difficult for myself. Thanks in advance for any help. My last port of call is possibly to phone them or the specific store but email / chat was easier for me to explain the problem and I have scanned documents to prove what I am saying and will be much tougher over the phone. But if that’s what I must do then sobe it.

Cheers.

[Deleted User]

Someone gave you their 30% F&F discount.

There is no way to get this added back on unless you get another staff member to reapply I am afraid.

Dxxx

FrendLee

Thank you for your answer.

Well if that’s the case I am pretty angry with them. They told me they could offer this because they were a franchise store and they have more options to discount their deals.

They have managed to sell me something then make up excuses and change the agreement. I can’t see how that is not illegal.

I am just shocked. I have been cheated and not sure what I have actually done wrong I am pretty careful normally. I bought this from 02 in store! I am going to contact the branch next and if they do nothing I will be cancelling my direct debit. Still have another 20 months to go but I will not accept this disloyal way of doing business.

mcgills38

FrendLee wrote: »

Thank you for your answer.

Well if that’s the case I am pretty angry with them. They told me they could offer this because they were a franchise store and they have more options to discount their deals.

They have managed to sell me something then make up excuses and change the agreement. I can’t see how that is not illegal.

I am just shocked. I have been cheated and not sure what I have actually done wrong I am pretty careful normally. I bought this from 02 in store! I am going to contact the branch next and if they do nothing I will be cancelling my direct debit. Still have another 20 months to go but I will not accept this disloyal way of doing business.

The O2 franchise stores do have the ability to add these discounts, as opposed to coming from the staff members personal 'bank' of discounts, they get an allocation each month to give to customer's, the discounts appear between day 60 & 90 of the contract (don't ask me why).

A quick call to CS on 202 will confirm this I'd imagine.

chanz4

FrendLee wrote: »

Thank you for your answer.

Well if that’s the case I am pretty angry with them. They told me they could offer this because they were a franchise store and they have more options to discount their deals.

They have managed to sell me something then make up excuses and change the agreement. I can’t see how that is not illegal.

I am just shocked. I have been cheated and not sure what I have actually done wrong I am pretty careful normally. I bought this from 02 in store! I am going to contact the branch next and if they do nothing I will be cancelling my direct debit. Still have another 20 months to go but I will not accept this disloyal way of doing business.

enjoy a default

grumbler

You post is far toooooo long to read it all.

If you can prove that “franchise store” offered you the “franchise discount of 30%” just demand the total difference over your minimum term from the store.

If they refuse to pay, sue them.

http://www.which.co.uk/consumer-rights/making-a-complaint/taking-a-dispute-to-the-small-claims-court/using-the-small-claims-court/