O2 Right to cancel

CSqrd2709

On 11th November last year I got a price increase e-mail from O2, as I objected to it I exercised by right to cancel within 30 days and I requested to continue to pay my device plans by instalments as the e-mail stated I could. They did not set this up correctly for my Apple Watch and I got a bill for over £500. I contacted them several times by phone and it was clear they did not want to listen, I got told different things each time and was told they’d send it to the back office for the device plan to be reinstated but this never materialised.

As I was getting really stressed and overwhelmed and it was affecting my health and disabilities a friend suggested I contact the access team and see if I could complain via them which I did and it was escalated by them around the 29th November. Prior to this I had no knowledge of support available for disabled customers. As part of this I detailed my needs and asked for contact to be in writing not over the phone because of my disabilities and the stress caused.

I was then told to wait for contact from the complaints team and there was nothing more the access team could do. During this time I was receiving calls, letters and e-mails demanding full payment. On the 4th of December I had no choice but to ring again as live chat never ever works and I eventually got through to the payment support team who told me because I’d left I couldn’t set up a payment plan but that they’d again ask the back office to reinstate the device plan. This never happened.

On 16th December I got an e-mail from complaints saying they proposed a resolution of a payment plan with the aforementioned team, something I had already been told wasn’t possible so I replied saying I didn’t accept it and just wanted the device plan reinstating so I could pay by installments as agreed back in November under the right to cancel. I had no response to this.

I’ve had texts last week saying they are trying to call me which they haven’t and either way this contact is against what I requested.

Woke up to an e-mail this morning saying that they have sent the account to a debt collection agency because I have not paid in full and I have not agreed to a payment plan.

What do I do? I can’t go to the ombudsman until the end of the month. They don’t listen or do anything I ask them to and then they just stop responding.

Olinda99

I can of course understand you not wanting to pay £500 up.front but if they proposed a payment plan why did you reject it ?

CSqrd2709

Olinda99 said:

I can of course understand you not wanting to pay £500 up.front but if they proposed a payment plan why did you reject it ?

You clearly didn't read my post properly. The payment support team can't set up a payment plan. They told me this on the 4th December. It's because I left so don't have a live account.

The complaint team then proposed one again, 12 days later, something that is not possible. I replied saying I don't accept that solution because it's not possible and again requested they reinstate the device plan. They have stopped replying.

Olinda99

I clearly did read your post - you were offered a payment plan - why didn't you accept it and see what happened? Instead you rejected it.