O2 breach of contract?

germit

Hello I really need some help/advise as I do t know which way to turn. 

First for months I was receiving bills from o2 that I didn’t owe. One after another would come through after I had paid my bill. At some points my account would even end up in collections. This would happen months after month and every month I would have to ring them up and spend hours on the phone speaking rude staff who didn’t believe I didn’t owe it. Eventually it always get put through to payment management and they would see I didn’t owe it and minus it off. 

This month however is the final straw. I pay for a service called switch up. So that every 90 days I can switch up my handset for a new one with no cost involved. That’s what’s supposed to happen. However when I came to switch up over a week ago now I couldn’t as it showed once again there was an outstanding bill of £5 on my account. I didn’t owe it and had no idea where it came from but rather than argue over £5 I paid it. But it stayed there. So I paid it again. And again it remained. So I contacted o2. Explained the issue and they too could not remove it. I ask what this meant as I wanted to switch up and I was met with “not sure” I proceeded to ring o2 every day asking them to sort it out as I wanted to take up some offers on the phone I had chose and these were due to end. I kept getting fobbed off time and time again. It’s now been over a week and I’m no further forward. I can’t switch up and the deals are due to end. I contacted ofcom who advised me to contact the financial ombudsman which I did and have a case underway there. 

Is there anything else I can do? I feel so angry and helpless

thanks in advance

born_again

To go to ombudsman you 1st have to go through 02 complaints process.

germit

I have done that. I sent them a complaint via email which they acknowledged but 3 months have by and I’ve heard nothing. 

Olinda99

if it has been 3 months and you have heard nothing then you are entitled to go to the ombudsman