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

matrix999

nickyt wrote: »

I am having problems with O2 at the mo, I have 2 contracts with them and have been told 5 different things by 5 different members of staff. Has anyone got an e-mail address for complaints as I have had enough of them now and want to get rid.

They did this to me last time I was with them and kept writing to me to come back as they had improved their service. What utter rubbish if anything it's worse.

I closed another contract I had with them a little while ago and it has taken months for them to stop making mistakes on my final bill. They even sent me letters saying that as I am now in debt with them they have place call restrictions on my phone. I would not be able to lift this until I paid the bill and would be unable to use the phone. I rang at least 6 times to say excuse me I am no longer with you, you have even sent me my pac code so you have all this information on my records.

They said sorry every time and it would be sorted asap ( if only it was). I now want to leave them completely so anyone that can give me an e-mail address would be helping me a lot. As you can never get the same person on the phone and letter mysteriously go missing.

Try [EMAIL="peter.erskine@o2.com"]peter.erskine@o2.com[/EMAIL] he is the chief executive for O2.

I've contacted his office by e-mail in the past, he won't respond personally but one of his assistants will call you if you leave your mobile number.

HTH

shades_2

dblore123 wrote: »

Hi Shades,

Sorry I could not follow your upgrade deal.
1. So did you get two mobiles for 2 contracts?
2. Each £28?
3. What is O2 select if I may ask.

Thanks.

Il try answer question by question

1 - I had two contracts from april so because i upgraded now i got a brand new handset to replace each contract i got in april

2 - yes the contract was for £28 a month each for o2 long weekend plan

3 - o2 select is for people who spend average £35 - £40 a month they get better treatment cos they spend more (let me put it like this o2 select customers get 1st class treatment anyone not there economical class dont worry ive been there myself)

hope that helps

what i will say is go through to retentions and deal with them not customer services

karmaimages

karmaimages wrote: »

ongoing problem with o2:

Called back in auguest when this thread was first opened, and said can i can cel as your are taking the 0845 numbers away from my free inclusive calls and this will affect me.
The person who i spoke to said that i was unable to cancel my contract because i only upgraded in julu and those calls were not included in the contract that i signed up to.
I have not recieved a copy of the updated terms and conditions and was not told about the changs to inclusive calls when i swapped over to my current tarrif, if i had have been told i would have stayed on my previous one.
She looked at my bill and said that they had been coming out of my inclusive min's even tho they shouldn't have been and corrected it. (shot myself in the foot slightly by calling up i know)
She then said is there anything else i can help you with so i said no and then we ended the call.

I called back a week later and explained it all again, the person said that they were sorry for this change but i should have been told at the time of changing contract that thses were no longer included, and she asked if i had recieved the terms and conditions so i said no, she said it was strange and might have been lost in the post so would send out a new copy.

She then said that becuause of this she would take £10 off of my line rental each month and then i said that was good so i accepted and she said that she would activate it once we had finished the call.
I went back to work as i had called on my lunch break and i recieved a call about 5 min's later from her saying that she was unable to activate it onto my account until the 28th of september and would put full notes onto the account and to phone back then and it would be done.

I called today after reading lots of people had been offered a discount and to ask why it coulnd't have been done on my account also, the person that i spoke to said that they were unable to offer any discount to my tarrif and went to speak to a manager. I then explained that i had not recieved the updated terms and conditions in the last month and had i have known that they were no longer going to be included i would have not signed up to a new 18 month contract.
She said she was sorry that i had not recieved the terms and conditions earlier, i asked her why they didn;t mention it on the phone when i upgraded that i would be loosing this as part of my tarrif, she said that they only mention the main features of the tarrifs and the rest is in the terms and conditions which you recieve in the post.

She said that there was nothing that i can do and they i would be charged £650 if i canceled my contract.

Any advice from anyone on who to contact? Sorry for a very long message.

Argueing this out on the phone with them again now...

They said that if i wanted updated terms and conditions they were on the website for me to look at when i upgraded, i said well i only have access to the internet at work so what are people without the net supposed to do?

Asked for a manager and then he came back after about 10 mins and said that they were busy but he would know 20% off of my contract each month.

Not a great result but a small one and its better than nothing and will cover my NGN numbers. all that after a 38min call :O

dhan

Jaxer wrote: »

Both my contracts end in a few weeks anyway. I've been offered 600 mins for £40/mth, with £480 cashback (making it free) and 400 mins for £35/mth with £408 cashback (£12 net over the year). Sim only/no handsets.

Has anyone else pushed for a handset with this kind of offer?

How does the cashback work with O2. Is it similar to the likes of E2save etc?
thanks

Jaxer

dhan wrote: »

How does the cashback work with O2. Is it similar to the likes of E2save etc?
thanks

They're actually CPW/O2 contracts (via e2save and One Stop Phone Shop) so it's cashback through redemption. The only thing that's unusual is that I have an email from CPW confirming the offer and saying the vouchers are "open-ended" - which they say means I won't be penalised for not sending in the bills on time.

Has anyone else come across this?

stacey21_2

karmaimages wrote: »

Argueing this out on the phone with them again now...

They said that if i wanted updated terms and conditions they were on the website for me to look at when i upgraded, i said well i only have access to the internet at work so what are people without the net supposed to do?

Asked for a manager and then he came back after about 10 mins and said that they were busy but he would know 20% off of my contract each month.

Not a great result but a small one and its better than nothing and will cover my NGN numbers. all that after a 38min call :O

Is yours an online contract? i.e you opened it over the phone or online originally? If so, it's your responsibility to check the Terms and Conditions of the contract online, in fact the online contract specifically states that you must service your account online as it is a paper free account.

karmaimages

stacey21 wrote: »

Is yours an online contract? i.e you opened it over the phone or online originally? If so, it's your responsibility to check the Terms and Conditions of the contract online, in fact the online contract specifically states that you must service your account online as it is a paper free account.

No it was a store tarrif that i got about 5 years ago and just upgraded over the phone every year. They are normally good at telling you whats included and not and you normally get the T&C's within the 14 day cooling off period.

payless

Just called o2 cpw
No problem in confirming that I can leave penalty free ( 5 months after renewing - new phone cashback cheque rec'd)

nickyt

Hi Payless,
Who did you speak to as I am getting nowhere fast. I have just got a new phone with someone else and want rid of O2.

payless

0870 111 7200 ( this is for o2 via e2save/CPW)

first rep put me through to a "specialist team" who gave me all the spial about its not their fault ... its O2 and worse Ofcom, as the other providers complained about them offering better deals for 08 numbers !!!

Then that they were still the cheapest for 08 numbers, so why move.

I would rather have accepted say £50 compensation and stick with it , but would not do it, only terminate ( penalty free)

That said when I renewed in April I got an email comfirming 08 where inclusive, and I do use them alot ( mostly I could call from a landline anyway but whilst inclusive !! )