MSE News: O2 to hike its prices by 2.7% - can you leave your contract penalty-free?

parrysite

I'm a bit battled myself and thought it would be because of my (separate) complaint about being missold 4g.

Apparently not, as the case numbers are completely different. Still extremely odd, though. Not sure why my reply has ticked their box that allows them to deal with it?

NittyGritty

parrysite wrote: »

Good news! It seems the Ombudsman is willing to take on my case regarding not being offered the chance to terminate my contract.

This comes after I e-mailed them on the 17th clarifying that my complaint was regarding not being offered the chance to terminate without penalty, rather than the actual price rises themselves.

However, it seems they need a separate deadlock letter.

Message from them below:

I wouldn't read too much into that, I think that's just because you haven't received the deadlock letter yet, hence why they wont look into your case for the time being.

ChilliP2012

NittyGritty wrote: »

I wouldn't read too much into that, I think that's just because you haven't received the deadlock letter yet, hence why they wont look into your case for the time being.

Still sounds a wee bit promising though. It seems that the majority of people here have had their complaints blatantly rejected by the ombudsmen so far. Maybe they are having a slight change of heart and have decided to look into this a little bit further than they seem to of done so far.

I agree there is still a long way to go though and it's not a given that parrysite will get a result.

Just a point, if you've had an email/letter saying that this is O2's final response then you are able to use that as a deadlock letter.

I'm going to try them again and make them go blind on paperwork, failing that then I am off to court.

parrysite

NittyGritty wrote: »

I wouldn't read too much into that, I think that's just because you haven't received the deadlock letter yet, hence why they wont look into your case for the time being.

It is completely different from my initial response from them, however. I have actually received a deadlock letter which I have forwarded on to them but it seems they haven't received it- or they need a seperate one clarifying.

V_For_Verminator

I've had the email saying "this is o2's final position on the matter" but I specifically requested a deadlock letter. The buffoon reading the email has just copied and pasted from his list of phrases, so that's a third complaint going in and this one will be specifically about the staff and their inability to read or unwillingness to help.

But I'm concerned - well done on getting your complaint past the ombudsman's blinkered take on this issue so far. But I fear I might have to fall at this hurdle. I am a business customer and my call charges haven't gone up.

Is my "material detriment" argument at an end or have I some other outball?

Lifes_Grand_Plan

ChilliP2012 wrote: »

That's odd parrysite, seems the Ombudsmen are being a bit picky regarding this. After all I have the same complaint and they are refusing to do anything with my complaint. Might have to mention this to them.

I would imagine that parrysite's contact with them spelled out in no uncertain terms that he was complaining about application (or not) of the T&C's regarding cancellation, not the price rise itself (see my previous posts).

Its easy for the ombudsman to misread / misinterpret the complaint and reject it in error.

GolfBravo

Received from the Ombudsman office today:

Thank you for your email received on 17 February 2014 about O2.

Our terms of reference state that we must allow the service provider a minimum of eight weeks in which to resolve your complaint before we can become involved. The eight weeks start from the date that you first contacted O2 to make it aware of the problem.

The only way in which we can become involved before eight weeks have passed is if the service provider has written to you with its full and final position. This is often referred to as a deadlock letter and will refer you to our service.

We have reviewed your correspondence and as your complaint has been ongoing for less than eight weeks and does not appear to be fully escalated with the service provider your complaint is outside of our terms of reference and we cannot become involved yet.

We recommend that you continue to follow the service provider’s complaints code of practice. You can ask it to supply you with a copy of this, or if you have internet access the information is usually on its website.

We recommend that you escalate your complaint in writing if you have not already done so. Please keep copies of your correspondence as this is your evidence to support your version of events.

The following details may help:
O2 Complaint Review Service PO BOX 302
DUNSTABLE
LU6 9GN

O2 Complaints Review Service - Fax: 0870 600 2402 Email: complaintreviewservice@o2.com

If after following your service provider’s complaints procedure for eight weeks your problem remains unresolved, please contact us again. Alternatively, if you receive your service provider’s full and final position in writing, we may be able to investigate your complaint before eight weeks have passed.

Before we can decide whether or not we can consider your complaint, we need to know the following information:

• If you are a small business, please confirm that you spend less than £5,000 per year with O2 or that you employ fewer than 10 people.
• A brief summary of your complaint.
• How you have been in touch with O2.
• Please forward copies of any letters or emails which you have sent to O2. Please confirm the specific departments and addresses that you have sent these to. We also need to know when these were sent.
• Please provide details of any telephone calls made or received, including dates, times and contact names.
• What you would like as a resolution to your complaint.

For more information, please visit our website at https://www.ombudsman-services.org

Yours sincerely

Patricia Sen
Enquiry Officer

parrysite

GolfBravo, that is the same reply that I originally received when they had not received my deadlock letter and were not able to take on my case. When I clarified they sent me a different e-mail which is why I believe- subject to letter- they WILL take on my case when they do acknowledge my e-mail with the deadlock letter.

Once I have this clarified you are more than welcome to use my email (posted on page 13 or 14) which made them change their perspective.

GolfBravo

@ Parrysite

Their latest reply is in response to my email above (post 282). This is just one of their standard copy and paste replies, except for now it asks for more details: deadlock letter (O2's email) and all correspondence. Will send them all details tomorrow. Fingers crossed. If that fails: small claims.

parrysite

Having clarified with the ombudsman office the case they are likely to take on is the case being they have outright refused to reply to my emails e and therefore I'm not receiving any customer service which is grounds for complaint.

I also have the case about being missold 4G.