O2 Loyalty team offer invalid and now being asked to pay to leave

Karthikraj

This is my first time here. Hence please forgive any content or format errors.

This is my post about O2 loyalty team that tricked me into a new contract.

I had been a loyal O2 customer for over 10 years now. Have 2 pay monthly contracts and a payg contract with them (been an O2 broadband customer until it was sold to Sky!).

Recently I received a call from O2 loyalty team saying they offer new deals at discounted rates. I had another contract with giffgaff that my wife was using for her work. Since One Plus 5 had released recently I asked is there an offer. The representative who spoke to me offered a deal of £79.99 upfront cost and £27 monthly after a discount of £7 from the £34/month deal. I asked if she belonged to an O2 partner agency or is she from O2. She emphasised that she was from O2 and told my account verification password. The number she called as well was listed as O2 loyalty team number in their website. Hence I agreed to the deal on a Thursday and the phone arrived next Wednesday. However in MyO2 page it appeared as a £34 contract. I tried to chat with O2 support team who claimed that they don't have access to telephone support team details hence asked me to call their voice support team.

The representative I reached to told me that it was a mistake and now he was going to apply £10 inconvenience allowance to my account and then reduce my bill from August cycle to £27/month. He further said that this change will reflect in MyO2 page in 24 hours. When it did not appear, I went on to chat with their chat support team to cancel the order. However they said go for a pat attempt again with telephone support before making up my mind. But when I spoke to the team, the representative who spoke to me said that she doesn't see any such discounts being offered/applied to my account and she can't provide any discount to me. She further said that if I have to cancel now then I have to pay the cancellation since I'm out of the cooling period! I was a bit annoyed and asked for complaints cell. I was told that she can raise a complaint and a complaints team member will contact me in 3-5 days. I said ok and she confirmed that a complaint has been raised. However it's been over 6 days and I haven't received any call.

Now where does this leave me? Can someone please guide me? I don't want to be paying £34/month for this contract. If all their phone calls are recorded then will there not be proof to ascertain my claim? Should I still pay the rest of the contract? Any help will be greatly appreciated.

Apologies for the long post. I thought it would be better to provide all info in one go. Thanks for your time.

Ronnn

I am rusty on this so please excuse if I miss anything out.

1 write a letter of complaint to where there complaints go . Saying you dispute this contract and it wasn't what was agreed. Give the phone operator say a certain amount of time to rectify this.

2. After the time you are than wanting a dead lock letter so you can than go to ombudsmen.

The contract is not what was agreed it's basically a breach of contract. Before doing this thoy double check on your rights further with consumer advice or I imagine there will be further people after that can fill in the gaps. Don't give up as it could take a bit but one thing thoy make sure till than you pay what was agreed nothing more and no less

Ronnn

Consumer advice helpline it's a great source of info on consumer rights
Don't let them get away obviously they in wrong for offering you things first off hold firm.
There's templates online on how to write the letter and also make it recorded delivery