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Victory with O2
daveyonthemove
Posts: 45 Forumite
in Mobiles
Thanks to this site, i have just won a dispute with O2, so for anyone who's interested, here are the details.
In September this year, O2 changed the terms and conditions to their pricing with regard to NGN (Non Geographical Numbers) and as a result opened themselves up to a loss of customers. (NGN are 0845, 0870, and 0800 numbers)
With an O2 contract the inclusive min's used to cover any NGN calls free of charge, but they changed this in September and these calls now cost 25p per min! O2 claim to have contacted existing contract customers (people who took out contracts before june i think by one of three methods. Letter, email or Text message.
I received non of the above, so as a result i found my bill went up alot over October/november due to alot of calls to these NGN's with a recent change of bank accounts. So i did some internet research and found that people who had a contract prior to these changes taking place were legally allowed to cancel the contract FOC. No termination fee's, and the handset was theirs to keep. The catch was, you had to inform o2 within 30 days of receiving the info about the changes. I didn't receive this info, so i wasn't aware of it.
So after many calls, and emails and a recorded letter being sent, i finally get a call today from a lady at o2 with regards to my complaint. We discuss the problem, and she looks into my file and informs me that i was sent an Email, but i genuinly didn't receive it, so i ask what email adress it was sent to? She has no record of the email address, so she admits there is no way of proving i received it, and agrees that i have the right to cancel the contract.
So now i'm going on to PAYG with O2 and keeping my existing number untill a contract with a decent handset comes along.
So if anyone else is in the same boat, make the complaint and stand your ground. Got nothing to lose by trying :beer:
In September this year, O2 changed the terms and conditions to their pricing with regard to NGN (Non Geographical Numbers) and as a result opened themselves up to a loss of customers. (NGN are 0845, 0870, and 0800 numbers)
With an O2 contract the inclusive min's used to cover any NGN calls free of charge, but they changed this in September and these calls now cost 25p per min! O2 claim to have contacted existing contract customers (people who took out contracts before june i think by one of three methods. Letter, email or Text message.
I received non of the above, so as a result i found my bill went up alot over October/november due to alot of calls to these NGN's with a recent change of bank accounts. So i did some internet research and found that people who had a contract prior to these changes taking place were legally allowed to cancel the contract FOC. No termination fee's, and the handset was theirs to keep. The catch was, you had to inform o2 within 30 days of receiving the info about the changes. I didn't receive this info, so i wasn't aware of it.
So after many calls, and emails and a recorded letter being sent, i finally get a call today from a lady at o2 with regards to my complaint. We discuss the problem, and she looks into my file and informs me that i was sent an Email, but i genuinly didn't receive it, so i ask what email adress it was sent to? She has no record of the email address, so she admits there is no way of proving i received it, and agrees that i have the right to cancel the contract.
So now i'm going on to PAYG with O2 and keeping my existing number untill a contract with a decent handset comes along.
So if anyone else is in the same boat, make the complaint and stand your ground. Got nothing to lose by trying :beer:
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