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Virgin \ O₂ reneging on FREE cancellation when leaving due to price increases
I received an Email from Virgin \ O₂ regarding price increases and changes to my terms & conditions, in which I was given the opportunity to cancel my Virgin Media and Volt O₂ sim.
They claimed that there would be no cancellation fees:
"you can change or cancel your package, including your Volt O₂ sim, any time before 4th April 2023, without paying any cancellation fees".
However, when I contacted O₂ yesterday, they were adamant that they would change me, even though the words "without paying any cancellation fees" were clearly stated in the Email from Virgin \ O₂.
Now, like most people who have a mobile phone, I want to take my phone number with me and this is apparently what they are charging me for. So, in effect, they have completely mislead customers, because "any" means "any" - except if you're O₂.
I believe that O₂ must honour their statement and allow customers, like me, who have been given the opportunity to leave "without any cancellation fees" to do so. It could be claimed that they are in-fact advertising a fraud, as they clear are charging a fee for cancelling.
I feel trapped and "locked-in" by a stealth fee which I believe is wrong.
So how can I get Virgin / O₂ to honour their own statement?
What is my next move?
They claimed that there would be no cancellation fees:
"you can change or cancel your package, including your Volt O₂ sim, any time before 4th April 2023, without paying any cancellation fees".
However, when I contacted O₂ yesterday, they were adamant that they would change me, even though the words "without paying any cancellation fees" were clearly stated in the Email from Virgin \ O₂.
Now, like most people who have a mobile phone, I want to take my phone number with me and this is apparently what they are charging me for. So, in effect, they have completely mislead customers, because "any" means "any" - except if you're O₂.
I believe that O₂ must honour their statement and allow customers, like me, who have been given the opportunity to leave "without any cancellation fees" to do so. It could be claimed that they are in-fact advertising a fraud, as they clear are charging a fee for cancelling.
I feel trapped and "locked-in" by a stealth fee which I believe is wrong.
So how can I get Virgin / O₂ to honour their own statement?
What is my next move?
0
Comments
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Well, persistance paid off!
I joined both the O2 Community and Virgin Community, to air my grievance and an O2 employee to up my case and I had the following private message this morning on the O2 Community forum:
"In that case i will arrange a PAC code with no termination fees to be sent to you in a text. Once you have the PAC code you will have 30 days to use it before it expires. "
So I have saved myself the remainder of my contract (£66.52p) through forcing O2 to honour the pledge made by Virgin, that there would not be ANY cancellation fees.
I hope that this advice will help others from be stitched up by O2.
2 -
Ye O2 community is brilliant I'm a member there to0
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