Leaving O2

Old_Lady65

Hi all. I thought this would be a happy/successful chat after following ML advise and one I was looking forward to report. But. alas, it is not happening: After so many years with O2, the only nerwork I've used, and all the media reports on O2, I wasn't sure about moving on but recent merge with Virgin Media and the service made up mind.And although I follow all guidelines for switching network, O2 carried on charging me for a bill that has been cancelled. I spent hours and days now, trying to sort it out but they are refusing responsibilty even though they know that I've been told that there was nothing to pay (I have that in writing from their support chat).Whoever took the call for cancellation was more concerned in finding me a "new deal" than cancelling my contract and now every day I have emails and texts about paying an "overdue" bill.Its been going on for over just about a week. I have asked for an dredlock letter and they still refused to solve the problem and close the chat saying I have to call xyz number that doesn't work for me as they refuse to take my call unless I pay the bill that has been cancelled.. I have search Ofcom and then CISAS. No much luck and I dont know what to do. And, on top of all of this, my credit score is going to be affected negatively. Any help/advice here for whatelse can I do? It's stressing my out so much. It should have been an easy to do process and a happy one me - my old phone was about 10 years old! So i was very excited but all that is gone now..Thank you for taking the time to read this. I'm feeling very low atm 😢😔

Old_Lady65

sorry about the typo errors

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81877010#Comment_81877010

..I really liked "dreadlock letter",

Not making excuses for O2, but the networks are usually keen to make sure that you know what "cancellation" actually means.

If you cancel your mobile service then your number is cancelled too. Most people don't want that to happen, they want to move their number to another mobile service and stop paying their current provider.

Are you free of minimum period or handset finance on your current contract?

Neil49

Did you get a PAC in order to retain your existing number and did you give it to your new provider within 30 days?

If not then your contract with O2 will still be running.

I've just switched to 1p Mobile and O2 have just refunded me with the balance of my account. I never spoke to anybody to make the switch.

saajan_12

https://forums.moneysavingexpert.com/discussion/6654558/leaving-o2

And although I follow all guidelines for switching network, O2 carried on charging me for a bill that has been cancelled.

What expactly were those steps you carried out?

Frozen_up_north

You text with either PAC to take your existing mobile to another network or STAC to cancel your existing number.

Most use PAC, which automatically cancels your existing contract when the new provider switches your number over.

See: https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-mobile

Old_Lady65

PAC,STAC,Info and contacted them. Yes, PAC sent to new network within a day. The O2 agent that handled my cancellation, about 2hrs on the phone!, was more concerned in selling me a new plan than cancelling.

Kim_13

If you had a PAC and a STAC it is no wonder they were confused about what you wanted to happen. If your number hasn't been lost (which is what a STAC is designed to do) you have been lucky in some respects.

Agents are employed to keep customers, so of course they are going to try to sell things. PAC and STAC texts were invented so that there was no need to engage with the network in order to leave. But you do need to know which code is the appropriate one and use it correctly. Doing one cancellation action after another would override the first - people asking to cancel, getting a PAC, not using it and then having a contract carry on used to be common. A PAC would not work if it had been cancelled as a result of a later action.

Old_Lady65

I double checked my messages: I only got the PAC and the Info text. So, no confusion there.
Update: I went to town to go to the O2 shop to try to sort it out. They called their office and put me through. To cut a long story short, I’ve been victim of a fraud. The office confirmed that I don’t owe them any money and that there’s nothing on the system requesting me to pay and they would not be sending several emails/texts daily. They wrote the report and said they will investigate further. I’ve asked them to send me an email confirmation of that but so far nothing came through. But I have witnesses. I’ll keep you guys posted if any developments happens. And, btw, my old number will be transferred over. Thank you all for taking the time to advise and help.

Old_Lady65

One more thing, on the funny side: from “dedlock” to “dreadlocks” to finally, what I meant to say: “dead lock”letter. 😂.