O2 Contract Scam

Golden_Dawn

Now here's a scam and a half:
My Daughter came towards the end of a 24 month contract with O2. Looking at a few options, she decided to cancel and called to confirm she wouldn't be continuing. A few weeks later the SIM stopped working on the very day of expiry. We replaced it with an O2 PAYG whilst she decided what to do long-term.

I just received a bill from O2 for the contract and the bill online shows that it expired on 1st June. I called up to ask why I was being billed.
The dreadful online customer service told me that the contract was still active. I told them it had clearly expired. They then claimed that no cancellation had been issued. When challenged to explain why the SIM has stopped working if no cancellation had been requested, they would only say that the account was still active.
I then told them that I was the account holder and was telling them to cancel it. They wanted to know what network my daughter was now with, phone model etc. I refused.

The 'advisor' then asked for my postcode (he must have had the account open in front of him!). He then claimed again that no cancellation had been given. I again told him it had and asked why they had deactivated the SIM service if not. No reply other than to tell me 'There is no 3G service at that postcode'...
I answered "Then why are you billing me?".
He then told me that they would generously give me an £8 credit (on an unusable account) and it would be reflected in the next bill.

I commented that I didn't want any more bills as I'd closed this account. He then said there is a 30 days notice i.e. I'll be charged again next month!!!

This is pretty crooked. I've written to their complaints department but am not holding any hopes for an intelligent response. I can't believe the arrogance that, even when I have evidence to back up my cancellation claim PLUS the contract expired - they treat me like a liar and charge me for something that is out of service.

grumbler

Golden_Dawn wrote: »

...she decided to cancel and called to confirm she wouldn't be continuing.

Is it not the account holder who has to call and to make sure that it is cancelled?

.... 'There is no 3G service at that postcode'...
I answered "Then why are you billing me?"

Because it was s a contract, not PAYG, and the service could be available in many other places?

Quiet_Spark

Golden_Dawn wrote: »

I then told them that I was the account holder and was telling them to cancel it. They wanted to know what network my daughter was now with, phone model etc. I refused.

So you lied to them, and then refused to give the information they wanted?

No surprise that you aren't getting anywhere TBH

macman

Basics; whose name is the contract in-yours or your daughter's? The contract holder does not have to be the person who pays the bills.
Contracts never just 'expire', you have to give notice. Only the minimum term expires.