O2 Contract Issue

IsabellaB19

At a complete loss at what to do with O2. At the start of December 23 I decided to upgrade my contract. Paid off the remaining small amount off and contact for my old phone. New contract started with a 14 day cooking off period. Then decided a few days later I no longer actually wanted to be with 02. Never used the phone. Called them and they explained I can cancel and they sent me the envelope to return the new phone etc. Sent the phone back, proof of delivery confirmed the phone had been returned. Called to ensure they had the phone and that I could cancel. All confirmed ok and PAC number given. Switched over to another provider. Txt from 02 confirming I owe £0.00. However since then I was being chased for £14300 for the phone and £71.31 for the new contract. Spoken to a number of different people who confirmed all ok, not to worry they can see the phone had been returned and not in contract. Told the system will take a couple days to sort out etc. To cut a long story short, spoken to 11 people since who all said the same thing. However, have now received letters chasing me and they have now sent me to a debt collectors (even though I've spoken to them and emailed them). Just am not getting anywhere with 02, I've wasted so much time on talking to people there and it's got me nowhere as I'm now with a debt recovery agency and my credit score has been impacted. What on earth do I do here? This is causing so much stress as no one is listening or helping. Any advise from anyone please? Thank you in advance. 

maya85

£14300 or £1430?

14k is an awful lot but probably better if that is what it is because it is definitely a mistake.

tobiwan

I experienced exactly the same issue back in Sep 23, where despite cancelling and sending my mobile back as requested, O2 took £700 from my bank account.  I managed to get the money back thanks to my bank and O2 reassured me that all was sorted.  I started receiving letters from a debt collection company chasing me for money, even though O2 had paid me a £70 goodwill gesture for their error.  I sent two complaints through their complaint process, neither of which was replied to.  I also wrote directly to the CEO and received no response.

After the stated amount of time, I went to the Communications Ombudsman and filed a complaint.  It was only then that O2 actually reacted.  On 04 Jan 24, I received a call apologising and stating they would sort out the credit file issue.  They also asked if they could close the complaint.  I explained they could only close it when I received confirmation of the call in writing.  I am still waiting for the promised email.

In the meantime my credit score has dropped from the highest possible, to where it was when I went through bankruptcy 15 years ago.  The Ombudsman has found in my favour and I have a "Letter of Apology" from O2 that addresses none of the issues I raised.  I'm told my credit rating could take 90 days to update!

O2 are, quite simply, the worst company I have had the displeasure to deal with in the last two decades.

In short, raise a case with the Ombudsman as soon as you are allowed, it seems to be the only way to get through to O2.