O2 Worst Company Ever?

Cotta

Hi All,

I am at a loss what to do with this dreadful company and I have tried talking to their online representative to now avail.

Basically they contacted me about a sim deal that would cost £16 per month and below are the problems I've had:

1. The first payment has went up to £19.63, 02 advised that this additional amount was due to line rental and the £3.63 will be refunded at the end of the term.

2. O2 have taken duplicate payments from my account and are denying this despite me presenting bank statements and reference numbers to back it up.

3. Part of the deal was that I would get month two free and yes you've guessed it I was billed and they say they have no records of this agreement despite me having a transcript of the conversation.

4. When getting my new sim out I ordered it on the Thursday and it got lost in the post and during that time they deativated my old sim card despite me requesting that they wait until the new Sim had arrived.

5. Getting my number transferred over involved took two days involving online chat, a visit to the O2 store, back to online chat and then back to the O2 store.

Overall I want to log a complaint centrally as I think I've been treated poorly. I would change provider, however where I live O2 offer the best reception.

What should I do next?

JJ_Egan

Complain to head office via letter .
You claim they are the worst company ever if so then why do further business with them use one of the O2 VM networks.

honeybean

Got to say I have been with O2 for a few years now and have never had any problems with their customer services. I had a issue where my phone started eating data and had to contact them not only did they fix the issue they also replaced double my data for my trouble. If you have had problems then put it in writing.

grumbler

Cotta wrote: »

1. The first payment has went up to £19.63, 02 advised that this additional amount was due to line rental and the £3.63 will be refunded at the end of the term.

It's typical for the first bill to be bigger as it usually covers more than one month.
If so, there is no anything to complain about.

Earthworm

Cotta wrote: »

Hi All,

I am at a loss what to do with this dreadful company and I have tried talking to their online representative to now avail.

Basically they contacted me about a sim deal that would cost £16 per month and below are the problems I've had:

1. The first payment has went up to £19.63, 02 advised that this additional amount was due to line rental and the £3.63 will be refunded at the end of the term.

2. O2 have taken duplicate payments from my account and are denying this despite me presenting bank statements and reference numbers to back it up.

3. Part of the deal was that I would get month two free and yes you've guessed it I was billed and they say they have no records of this agreement despite me having a transcript of the conversation.

4. When getting my new sim out I ordered it on the Thursday and it got lost in the post and during that time they deativated my old sim card despite me requesting that they wait until the new Sim had arrived.

5. Getting my number transferred over involved took two days involving online chat, a visit to the O2 store, back to online chat and then back to the O2 store.

Overall I want to log a complaint centrally as I think I've been treated poorly. I would change provider, however where I live O2 offer the best reception.

What should I do next?

You need to work out what issues are actual issues. The first, as Grumbler pointed out doesn't sound wrong. First bills are usually higher as they cover a month and a bit. At the end you pay that bit less than a month.

The second could be right or wrong. Were duplicate payments taken in one month because of a failed direct debit the month before?

The number issue isn't likely to get you more than 2 days line rental which will be about £1.00

The 2nd month issue is where you should push but you'll need proof (transcript). Double check your statements too and the months before.

Bobby*15

I have been in dispute with o2 for over a year now, and now face a sizeable bill from them for over £2k, because of it.
Basically I was contacted last year by a 3rd party (E2Save), working on behalf of Carphone Warehouse for o2.
I was informed I was due an upgrade, which surprised me as I believed I was only 12 months into a 24 month contract. But the offer of a cheaper bill and also a new phone (which I was told I could do anything with!!), made me accept.
3 to 4 weeks after receiving the new phone (and not doing anything) I decided to use the new phone, and sell the old one.
A few weeks later I was informed that the previous phone was a lease phone and I now owed £300 for that phone if I did not return it. I didn't have the phone to return, so contacted o2 and stated my confusion but agreed to pay off the £300 over 3 months. I then entered a period of horrendous customer service, continually being cut off, only to be put back on (including when aboard with work away from my family), and also I was cut off when waiting for important job details, with no notice. Eventually I was told by o2, that I shouldn't have been allowed to pay in instalments and I was cut off completely and then told I owed over £1k due to breaking the contract. This has increased to over £2k for apparent extra charges and now I face court proceedings for the entire cost. Over a period of months last summer, I was told different things by o2, every time I called, and was basically informed that it wasn't their issue about the new contract, and I had to take it up with Carphone Warehouse / E2save. E2save said that because I had gone beyond the 7 day notice period I had accepted the contract. I feel though I made an error over the lease phone, I have been shockingly treated by o2, and the 3rd party companies it operates with. Having been with o2 for over 12 years, it all seems like a kick in the teeth. Now I face having to make payment arrangements for significant years with a debt collector due to this, to avoid court, but meanwhile facing not having a personal mobile phone and also seriously worried about effect on my credit history. All for £11 a month cheaper bill!! Is there anything I can do? Or is this a case of accepting this and start to pay this sizeable bill off!! It all seems a bit unfair. Bobby*15

rmas21920

Do you have any of the original paperwork for what o2 say was a lease contract? When taking the package out you should have read and signed a Pre Contract Agreement to show it was a lease, if it isn't there you could argue that you weren't aware it was a lease.

the £1/2k figures seem strange as the lease agreement, if it was that had expired, the fee for non-handset return had been charged so the lease agreement is finished at that point, the only thing I can think of is that as the non-return fee wasn't paid in one go it has effected the upgrade did you get the agreement to pay the £300 in installments via the webchat service or on the phone? You can request a copy of the chat or call be filling out a Subject Access Request form this costs £10.

If you can evidence, that one you weren't clearly made aware your agreement was a lease and two that you were offered installment payments, with no specified impact to your new agreement you have a good chance of getting things sorted.

Try emailing o2complaintreviewservice@o2.com with the issue - you will get further with these guys than customer service.

sdduk

Bobby*15 wrote: »

I have been in dispute with o2 for over a year now, and now face a sizeable bill from them for over £2k, because of it.
Basically I was contacted last year by a 3rd party (E2Save), working on behalf of Carphone Warehouse for o2.
I was informed I was due an upgrade, which surprised me as I believed I was only 12 months into a 24 month contract. But the offer of a cheaper bill and also a new phone (which I was told I could do anything with!!), made me accept.
3 to 4 weeks after receiving the new phone (and not doing anything) I decided to use the new phone, and sell the old one.
A few weeks later I was informed that the previous phone was a lease phone and I now owed £300 for that phone if I did not return it. I didn't have the phone to return, so contacted o2 and stated my confusion but agreed to pay off the £300 over 3 months. I then entered a period of horrendous customer service, continually being cut off, only to be put back on (including when aboard with work away from my family), and also I was cut off when waiting for important job details, with no notice. Eventually I was told by o2, that I shouldn't have been allowed to pay in instalments and I was cut off completely and then told I owed over £1k due to breaking the contract. This has increased to over £2k for apparent extra charges and now I face court proceedings for the entire cost. Over a period of months last summer, I was told different things by o2, every time I called, and was basically informed that it wasn't their issue about the new contract, and I had to take it up with Carphone Warehouse / E2save. E2save said that because I had gone beyond the 7 day notice period I had accepted the contract. I feel though I made an error over the lease phone, I have been shockingly treated by o2, and the 3rd party companies it operates with. Having been with o2 for over 12 years, it all seems like a kick in the teeth. Now I face having to make payment arrangements for significant years with a debt collector due to this, to avoid court, but meanwhile facing not having a personal mobile phone and also seriously worried about effect on my credit history. All for £11 a month cheaper bill!! Is there anything I can do? Or is this a case of accepting this and start to pay this sizeable bill off!! It all seems a bit unfair. Bobby*15

Sorry it sounds like you need to contact Dominic Littlewood (Don't get done get Dom) to sort your problem out
http://www.flametv.co.uk/Dom/dontgetdone.html