02 soon to be nightmare

bikbikuk93

So I was thinking of joining o2 I got PAC code form provider brought my phone online and collected in store same today(turns out next day, not same day)

 

so I cancel contract and returned to store as advised by my02 support in 11 days (have all receipts)for it to be cancelled 

few days later I got upfront cost refund and same day I got my first months bill. Obviously I rang up and said I’ll get that refunded and make sure I get PAC code to stop more bills as I went roll monthly.

 

So few working days later no refund, I call up.( wrong bank details apparently ) 

I end up calling o2 about eight times each time I’m told they see device returned, but wasn’t canceled correctly got loads of different stories of what needs to be done. Last agent gave me called me yesterday for bank details to do refund who was cancelling and waiting for it credit my account before refund.

 today I request my PAC code as I think payasyou go isn’t an option, and it says I owe £930.** I get straight onto 202 and got told exact same story about device not being canceled need to be escalated with manager and takes 72 hours. 

funny thing is I took out a phone device contract many years back and to cancel and ended up getting a debt recovery letter from o2 for money I owed.

 

Shocking service as at least 2 of the calls as I remember got disconnected and no ring back half way through “solving”

 

I’ve sent a complaint week ago aswell as asked for manager to call me back today . It is shocking and I have no idea what’s being done and what isn’t. 

What should I do, my numbers in limbo from other network. I’m not going to use my PAC just to avoid the big amount per hassle. Is there any routes to take surely I shouldn’t have put up with such laziness..

oldernonethewiser

Can you break this down and explain what has happened?

You wanted to move to o2 and got a PAC from your current provider?

Where does the purchase of a phone fit in?

What contract have you cancelled?

What did you buy and what have you returned?

RefluentBeans

This is a rather confusing story so before I offer advice - can I confirm that the events are the following:

• You were on another network - wanted to move to O2. 
• Found a phone (on contract?) online. Purchased this phone and collected it in the store. 
• The contract is formed of an up-front payment followed by several months of smaller payments. 
• You decide to cancel the contract after a few days and are advised to take the phone back to an O2 store. 
• You return the phone and receive your upfront payment back (which you have received?). On this day, you also get a monthly bill. 
• You re-contact O2 several times. They confirm that they have the physical device returned, but for some reason on their internal system, the phone has not been canceled in the correct way, and/or there is an issue with your bank details on their system where they seem unable to cancel the phone and unable to refund you. 
• The most recent time, the employee called you back and asked for your bank details (But still have not received a  refund from the first months' bill?).
• You now want to move your number somewhere else and requested the PAC to allow you to do so. Upon attempting to do so, you have been told there is still money owed on your account. 

@bikbikuk93Anything in brackets and bolded are things I'm unclear on. If you can advise on these, it'll make it easier to give advice. 

bikbikuk93

I signed up for new o2 contract with an iphone , I used the PAC code from previous provider.

I returned the device instore and got the contract cancelled but still got first bill debited.

for three weeks I’ve made several phone calls asking where my refund, and why when I text for my PAC code I’m asked to pay £930+, the price of the phone I returned.

 Each phone call I made I got told the device is marked as returns but hasn’t been fully canceled. So that’s why I’m still getting bills generated and no refund etc.

I have been told by several customer services employees that they need to raise case and get it escalated, I assume to manager but it never seems to get canceled.

the last customer service agent I contacted said she’ll sort it and rang me yesterday  asking bank details sort and acc number for refund.

today I request pac code and still get the money owed like I’m terminating my contract early 

bikbikuk93

RefluentBeans said:

This is a rather confusing story so before I offer advice - can I confirm that the events are the following:

• You were on another network - wanted to move to O2. 
• Found a phone (on contract?) online. Purchased this phone and collected it in the store. 
• The contract is formed of an up-front payment followed by several months of smaller payments. 
• You decide to cancel the contract after a few days and are advised to take the phone back to an O2 store. 
• You return the phone and receive your upfront payment back (which you have received?). On this day, you also get a monthly bill. 
• You re-contact O2 several times. They confirm that they have the physical device returned, but for some reason on their internal system, the phone has not been canceled in the correct way, and/or there is an issue with your bank details on their system where they seem unable to cancel the phone and unable to refund you. 
• The most recent time, the employee called you back and asked for your bank details (But still have not received a  refund from the first months' bill?).
• You now want to move your number somewhere else and requested the PAC to allow you to do so. Upon attempting to do so, you have been told there is still money owed on your account. 

@bikbikuk93Anything in brackets and bolded are things I'm unclear on. If you can advise on these, it'll make it easier to give advice. 

Yes it was a 24 month contract with device plan/airtime plan o2 currently do

i have received upfront cost refund

no I have not received refund for first months bill, my next one has been generated last weekend.

I’m basically on a 1 month rolling sim, as-well as as being shown me owing the full amount for the phone which I got, but have returned  with 14 days .

RefluentBeans

It sounds to me like they haven’t cancelled the phone correctly on their system, like when they’ve cancelled the contract they’ve put it as you’ve exited the contract early rather than exercising your statutory rights. 

Given you’ve not actually received the first month refund yet, and they’ve generated the second one - I would hazard a guess that they still haven’t cancelled the phone correctly. 

I would go to the store and ask them to review your account in front of you. Don’t let them fob you off with customer services, saying that you’ve had numerous calls with them and that this still hasn’t been resolved. If possible to speak to a supervisor or the store manager. 

If the store genuinely can’t help (more than the not our department - like if they genuinely can’t access those record) then try one more time with the phone customer service. Explain that you want to speak to a supervisor in the complaints department, and why you won’t accept anything less. Don’t let them do the ‘we’ll have one call you back’ - say you’ll hold the line and wait for one to be free. 

You need to make sure that the credit agreement is voided. If it’s not and you don’t pay it can affect your credit score if they mark missed payments. I don’t think they have cancelled the credit agreement at this point in all honesty, or at least not fully. I would keep a close eye on your credit score from various providers. ClearScore gives you a lot of granular details (missed payment info, and from who) for free. Keep checking even as the problem has been resolved - can take a few months for the score to actually be updated. If the credit score reflects missed payments you can dispute this but will need to do it for every credit score agency (Equifax, Experian & TransUnion) and get the correction pushed out. 

I hope that all makes sense, and good luck! 

savergrant

"few days later I got upfront cost refund and same day I got my first months bill. Obviously I rang up and said I’ll get that refunded and make sure I get PAC code to stop more bills as I went roll monthly."

I think some more details would be helpful. What was the deal you signed up to? How much did you pay upfront? What was the monthly payment? Is the payment broken down into device and airtime? Are you being charged the full amount? Does your monthly payment and term match up with the £930 termination charge (that would be about £40 pm)? Do you still have the sim and if so is it still working?
I think there is confusion as there are two consumer principles here, the right to reject goods purchased by mail order, and the cooling-off period after entering into a financial arrangement. Presumably you informed o2 that you were rejecting the device and that you were withdrawing from the airtime plan? However I don't understand the bit about "rolling", if you agreed to stay with o2 on a revised deal you wouldn't need to get a pac from them.