Business sim card

audsnewatthis

My 78yrs of age friend has been paying for a Business SIM card on a monthly contract with 02 for a few years now. She was unaware this was a Business SIM card and couldn’t understand how she was paying nearly £20 per month DD. When discussing mobile phone costs etc within our group it was apparent she was paying for something she didn’t want or need. As this friend has never had a Business and doesn’t even have  the internet  She has tried unsuccessfully to speak to 02 but has been told it will cost her £300 to cancel. I have emailed 02 numerous times without so much as an acknowledgment. She has now been informed by text her charges are going up to £37 per month. As you can imaging she is distraught at how she’s going to afford it. I should point out all she uses her phone for is calls & texts and even these are very rare. Is anyone on this forum who can help please.

DullGreyGuy

How did she first sign up for it? When did they last sign up for it?

O2 business offer 1 month, 1 year and 2 year contracts so if they signed up directly then they must have renewed if its been "a few years" and given there is a termination fee

Cisco001

I assume business account still has online access?
Could she download old contract/ bills to check what she signed up?

PHK

For obvious reasons O2 won't talk to you. 

As we become older there comes a point when our decision making becomes worse  and we do things we would never have done when younger like sign up to inappropriate mobile plans. 
I'm becoming older myself and family have been warned to look out. 

I'll try be be as gentle with the next bit as possible. As a friend of an older person, if you react in the wrong way you make this much more upsetting for them and it's no wonder she is distraught. 

You need to find a positive approach that makes it less dramatic for her. 

So tell her that you're going to find her a better deal, be with her when she phones O2 and get her to give them permission to speak to you. Explain that given her age and usage of the phone she needs a better deal. If they won't arrange one then calmly ask for a complaint to be raised and then await the outcome. 

john1

If there is a local VirginO2 shop that may be a better option that using a call centre. My local experience has been very positive when visiting and speaking face to face with staff  

Jon_01

john1 said:

If there is a local VirginO2 shop that may be a better option that using a call centre. My local experience has been very positive when visiting and speaking face to face with staff  

I'm fairly sure the stores don't deal with business contracts. I'd call one first to save a trip.

audsnewatthis

Thank you all for your helpful comments. Unbelievably a letter arrived today from 02 acknowledging my friend’s concern. They have advised 28 days to investigate. After 12 months of letters, emails & phone calls it looks like we may be getting somewhere.