o2 Complaint

stephenday1987

Suspect I'm stuffed here but thought I'd see if anyone had any last ditch clever ideas.

Long story short, I called o2 on 24th June to cancel my phone contract with them as they sent me an email saying I could following the roaming charge change. Was told all is fine and I'd receive a PAC code etc. However no PAC was received and I subsequently submitted a complaint and eventually received one over a month later. My complaint with them now lies with the fact that I feel my cancellation should go back to the original call date, which they are refusing as they claim to have no evidence of this call. I've sent them a screenshot on my phone showing a 1 hour call with them on 24th June, however unfortunately I don't record calls on my phone (something I will be changing going forward!). I eventually went to the Ombudsman who have now today told me they agree with o2 that a screenshot isn't evidence enough that a call ever connected. I don't dispute this but my frustration here is that at least I can provide something, I received a email telling me I can cancel, I call to cancel and later complain that it wasn't cancelled. o2 claim none of this happened but have nothing further to add on that front. On the balance of probabilities, who's likely to be correct here!? What is to stop o2 just claiming that none of their calls ever happened!

I assume there's nothing more I can do at this point and simply have to accept it but just checking if anyone has anything that might help me.

Cheers.

born_again

As it's been to Ombudsman & they have agreed with 02, then I can see nothing further you can do.

But why did you not chase the PAC sooner? Or even apply using the text no to request one?

I take it now that they are charging you for leaving? Rather than allowing you leave for free as per change of T/C?

stephenday1987

I was abroad and didn't really have the time to sit on the phone with them for an hour again. In hindsight I should have found the time but here we are.

No, I can, and have, left for free. I'm arguing over the difference in the time it took me to resolve it - it is after all £120 which isn't to be snuffed at. 

I didn't know about the PAC text number until recently. No mention of it on the email I received which said I had to call them.

Diamandis

Did you continue to use their service after the phone call?

stephenday1987

Well that's a separate part of my complaint. Yes I did, because initially they told me I'd have to pay a handset charge but wouldn't tell me how much that was, and (understandably in my opinion) I couldn't cancel now knowing what charges I was going to incur. It later transpired that was untrue also.

Throughout the entire complaint o2 have just lied through their teeth but the person who's dealt with my complaint at the Ombudsman doesn't seem to see it that way.

born_again

£120 monthly contract? Is this business or personal?
Or is that the phone part of the deal.

When you request the PAC code it tells you the cost of leaving.

>> Their reply must also include important information – such as any charges that you have to pay if you’re leaving your contract early; or your credit balance, if you’re a pay-as-you-go customer.<<

stephenday1987

It's actually probably more like £80-90. 3 monthly payments paid in the the its taken to get them to tell me I can cancel free, but actually one of those was probably due regardless so about 2 payments total where if they'd actually sorted things I wouldn't have had to pay. 

No, the original text I got just said "Hi, the PAC you require is XXXXXXXX and this expires on 17/08/21. Thanks,O2."

Which is exactly why I couldn't originally cancel and why I've ended up paying for 2 further months, as they wouldn't tell me what costs I would incur by doing so.

born_again

So was this a 02 refresh contract where you pay it in 2 parts. One for the phone & another for the airtime?

visidigi

stephenday1987 said:

It's actually probably more like £80-90. 3 monthly payments paid in the the its taken to get them to tell me I can cancel free, but actually one of those was probably due regardless so about 2 payments total where if they'd actually sorted things I wouldn't have had to pay. 

No, the original text I got just said "Hi, the PAC you require is XXXXXXXX and this expires on 17/08/21. Thanks,O2."

Which is exactly why I couldn't originally cancel and why I've ended up paying for 2 further months, as they wouldn't tell me what costs I would incur by doing so.

Here in lies the issue.

They said you could cancel. You did. but you didn't want to go through with it until they told you how much it would cost.

To O2 you either want to cancel or not - you delayed the cancellation by wanting to know the costs of doing so. usually you would find that out before requesting to cancel.

Therefore to O2 (and I guess the ombudsman) it was you who delayed the process of the cancellation...

Its a mess yes....but I'd just move on.