O2 Device plan issue

SBMB1993

Hi, I am looking for advice please. Due to the price rises with O2 I contacted them and asked to leave my Airtime contracts. I was clear I did not wish to cancel my device plans. The agent made an error and cancelled my device plans along with my airtime agreements. I contact o2 straight away and today they have admitted it was their error and my device plans should not of been cancelled. They have already processed my final bill and sent me confirmation letters informing me my plans are cancelled. 

My question is now I have it in writing that they have cancelled by their own mistake can they reinstate the agreement even though they have confirmed it has been cancelled. also can they force me into a new agreement to make me pay the device plans outstanding? 

Sam_666

Raise complaint.

Isthisforreal99

SBMB1993 said:

Hi, I am looking for advice please. Due to the price rises with O2 I contacted them and asked to leave my Airtime contracts. I was clear I did not wish to cancel my device plans. The agent made an error and cancelled my device plans along with my airtime agreements. I contact o2 straight away and today they have admitted it was their error and my device plans should not of been cancelled. They have already processed my final bill and sent me confirmation letters informing me my plans are cancelled. 

My question is now I have it in writing that they have cancelled by their own mistake can they reinstate the agreement even though they have confirmed it has been cancelled. also can they force me into a new agreement to make me pay the device plans outstanding? 

Are you somehow angling for not having to pay the remaining device plans - that's how your post sounds.

Bottom line is you still owe the money fir the devices.

Ms_Chocaholic

How much were you paying, do you want it reinstated? Could you get cheaper elsewhere, they might have done you a favour and help you save a few quid.

Jojosie

Have you managed to sort at all? As they have done exactly the same to me I switched to a new deal to as was going to leave. Been trying to resolve for last 3 hours and just being passed back and forth. They have acknowledged their mistake and raised a complaint, but absolutely shocking customer service. Only got new phone a few months back so can't afford to pay it off.

hockeycrazy100

So as an update as I had exactly the same issue as you guys, I continued to complain as O2 were extremely delayed in answering anything or resolving anything. I contacted them time after time about a week apart each time and particularly pushed on how much stress this was causing me right before Xmas and they have today confirmed that as a gesture of goodwill for their poor service they are clearing the outstanding balances on both of my device plans totalling £487.90. So keep onto them, it may not be your whole device plan but if they have really screwed up they may clear some of it as their customer service is so poor. I also mentioned to them about applying for a mortgage shortly as I am looking to apply in the next 6 months and being very concerned that a default on a payment would have expensive ramifications for me because they couldn't get their act together.

hockeycrazy100

hockeycrazy100 said:

So as an update as I had exactly the same issue as you guys, I continued to complain as O2 were extremely delayed in answering anything or resolving anything. I contacted them time after time about a week apart each time and particularly pushed on how much stress this was causing me right before Xmas and they have today confirmed that as a gesture of goodwill for their poor service they are clearing the outstanding balances on both of my device plans totalling £487.90. So keep onto them, it may not be your whole device plan but if they have really screwed up they may clear some of it as their customer service is so poor. I also mentioned to them about applying for a mortgage shortly as I am looking to apply in the next 6 months and being very concerned that a default on a payment would have expensive ramifications for me because they couldn't get their act together.

Also just to point out, this was not at all what I was angling for when I contacted them.

I genuinely just wanted to put my device plans back on monthly payments so it was a little bit of a shock when they said they were going to clear the whole lot. 

I thought by mentioning my upcoming mortgage application and the stress that they would just get a move on and fix it before it did impact my credit file!

PHK

Please do check that they have actually done this and check how it is recorded on you credit file.

Anything less than paid in full could still impact you. For a example if they record a written off marker.

mrchimps

I have had the same issue. I phoned up and cancelled as soon as I had the price increase notice. Stressed to the customer service rep that I wanted to continue my device plan and he confirmed this several times.

A few days later. Letter saying both airtime and device plan canceled. Back and forth for a few days as I had to wait for it to go to collections before they could resolve it and they finally said I could pay it by installments despite letters saying it was going to be passed to a collection agency and letter saying I still needed to pay off full amount.

Then today out of the blue get an email from them stating.

'We’ve identified that the information provided about your device plan options may not have been as clear as it should have been. 

What this means for you 

How we communicate with our customers is important to us. For this reason, we’ve decided to clear the full remaining balance on your device plan. This means you won’t be charged anything further for your device plan. 

As you’ve already paid the full amount owed for your device, we’ll refund this payment to you in full. '

Not sure how legit this is as It has no account numbers of personal info in the email. But it comes from a legit O2 email.

We shall see.