Attention :O2 to charge for all 0844/0845/0870/0800 calls including old contracts

bhoy1976

The goal posts have moved. Different agent, different tune.

I called retentions, asked them to confirm my cancellation and if any charges would apply. A very nice man called Michael advised there would be no charge for the cancellation (as I assumed) and there would be NO CHARGE, yes NO CHARGE for moving my number. :eek:

The left hand doesn't know what the right hand is doing, such is the call centre standards in these corporations.

So, instead of leaving in a months time, I'm getting 200 & 200 for £15 in the remainder of my contract instead of 200 & 100 for £25.

I'm exhausted. Oh well, at least OFCOM can slap O2 on the wrist for giving out false information.

P45 anyone?

marktrousers

I phoned up twice CPW for my 400/100 phone, first time he refused to believe me and didn't have the T&Cs, second time I got the T&Cs but (after listening to 10 minutes of futile attempts to sell me another contract) was repeatedly told by an extremely rude Marco that I couldn't cancel until the 1st of September, wouldn't put me through to a supervisor (non there, hah!) and WOULDN'T GIVE ME THE CANCELATION ADDRESS! Point blank refused to tell me what it was. "we're going around in circles, I will be hanging up in a minute".
Anyway, I just posted a letter to the customer services place listed on the bill and will be writing a rather strong letter about the fact that basic customer service can't be adhered to and if I dont get my PAC code by next week I will be on to ofcom.
Made Three customer service look great by comparison!

www.traveltrousers.com

bhoy1976

marktrousers wrote: »

I phoned up twice CPW for my 400/100 phone, first time he refused to believe me and didn't have the T&Cs, second time I got the T&Cs but (after listening to 10 minutes of futile attempts to sell me another contract) was repeatedly told by an extremely rude Marco that I couldn't cancel until the 1st of September, wouldn't put me through to a supervisor (non there, hah!) and WOULDN'T GIVE ME THE CANCELATION ADDRESS! Point blank refused to tell me what it was. "we're going around in circles, I will be hanging up in a minute".
Anyway, I just posted a letter to the customer services place listed on the bill and will be writing a rather strong letter about the fact that basic customer service can't be adhered to and if I dont get my PAC code by next week I will be on to ofcom.
Made Three customer service look great by comparison!

www.traveltrousers.com

If you do a similar message on O2's website via email it'll get dealt with quicker. Alternatively, go through to retentions. on 08705860860, option 2, option 2.

Totoriko

So are they just targetting people who use 0845/0870 numbers a lot?
I haven't received any text nor letter so far, touch wood.

mrg82uk

I phoned up O2 CPW and asked to cancel 6 of my old O2 Leisure Time Plus tariffs because of the change in T&C's.

They offered me 750 off-peak minutes a month or 50 anytime minutes a month and they will pay all my line rental for 12 months up front! They applied this to all 6 of my contracts.

Though I won't be able to use 0844 numbers so it's not so great!

Gareth

flashmat

Just tried again, different adviser/shaved script reading monkey, and apart from putting me on hold for about 5 minutes, the exact same story (booo).

Because the T&C's say

(c) you are a Consumer Customer and we increase charges for calls, messages or data that form part of your inclusive allowance or your Line Rental Charges or change this Agreement to your significant disadvantage in accordance with paragraph 9.2 of the General Terms, provided you give us a minimum of 30 days written notice (and provided you notify us within one month of our telling you about the changes). This does not apply where the increase or change relates solely to Additional Services in which case you may cancel, or stop using, that Additional Service.

O2 are saying that I'm not "significantly disadvantaged" and I'm not entitled to cancel, because I only infrequently use the 08 numbers. He couldn't quantify how many calls I'd have to make to be "significantly disadvantaged", but told me that I wasn't, due to the small amount I'd have been charged had I been paying for the calls I had made.

On the plus side at least they're getting their stories straight :rotfl:

ilikepoints

flashmat wrote: »

Just tried again, different adviser/shaved script reading monkey, and apart from putting me on hold for about 5 minutes, the exact same story (booo).

Because the T&C's say



O2 are saying that I'm not "significantly disadvantaged" and I'm not entitled to cancel, because I only infrequently use the 08 numbers

just call nothing but 0845 numbers for the next month then try again

flashmat

It's an idea, but my contract is up on the 5th October, so I can give notice from the 5th September anyways - though I'm going to pay the final month's money tonight though the website via credit card, plus a few pence, then call, get the PAC, tell them to take the charge out of any credit on my account, then ask for a cheque to be issued for any remaining credit - I'm sure that'll go down well :rolleyes:

michaels

Hmm - its would cost me about £200 per month...does that equal 'significantly disadvantaged'? No text for me yet on leisure time 1000 but CS agent told me all O2 customers will be affected and that I definitely qualified for free cancellation...Did I want a different special offer tariff? Given that I only call 0844 probably not!

DaveyBoy67_2

I emailed O2 via thier website yesterday asking them to confirm whether I could cancel as per their own terms and conditions, they emailed back to say yes and that they had set the cancellation in progress and my account would close in 30 days time. I've posted the email from O2 below.

I then rang retentions to check whether I could get a PAC which they told me I could and then asked me why I wanted to leave, I told them because of the changes to the inclusive calls, and even though they did point out I don't dial these numbers anyway, said they could offer me something to stay, the lady put me on hold then after a minute or so came back and offered to reduce my monthly charge by £10 per month, on a sim only deal for the remainder of my contract (16 months).

I asked if she could email me this offer, which she did, and I told her I'd think about it, thinking £160 is quite nice thank you very much. Anyway, another guy rang me this afternoon from retentions department, and again asked why I was leaving, after tellling him the same tale, he then offered me same tarrif, same monthly payment, an extra 200 weekend minutes, for a full 18 months, but with a free Nokia N95, which I accepted, as I can get £300 by sticking it on Ebay. :beer:
Had the email confirming and also just had the email saying my new phone is on its way, only got the other N95 two months ago so not a bad deal at all concidering I've never dialed those numbers anyway on my mobile.
Now on 600 weekday mins, 2200 weekend mins, 1000 texts for £35 a month for the next 18 months at least! :T

Hope this helps some of you

....................................................................................................

Email I got from O2 below:

Hello Danny,
Thanks for emailing us about the charges for special numbers and I'm sorry you want to cancel your online Pay Monthly contract.
Phone numbers with prefix 08 are non-geographical numbers and are charged at premium rates. You can give your notice to cancel your contract within 30 days of receiving the text message about the charges.
As you're eligible to cancel your contract without paying termination fee because of the change in charges for 08 numbers, I've now set a disconnection date for your account.
Your disconnection date will be on 23 September 2007, which includes your 30 days notice period.
A final bill will be sent within the next 7 to 14 days of the disconnection date above, which will include any charges or credit due on your account.
If you've any questions about the cancellation of your account, please call us on 08706 007 102. Lines are open Monday to Saturday between 08:00am and 08:00pm and on Sunday between 10:00am and 6:00pm. Calls are charged at 20p including VAT (Value Added Tax).
I hope you'll find this information useful.
Important - When you email us please provide: your date of birth, postcode and mobile number as it helps us answer your query faster.
Kind regards,
O2 Customer Service.
Getting your query right the first time you email us is very important to us. If your query has not been resolved this time, please reply to this email with the words 'Need More Help' in the subject field and we'll deal with your response as a matter of priority.
O2 (UK) Limited, Registered Office: 260 Bath Road, Slough, Berkshire SL1 4DX. Registered in England No 1743099.