02 Retentions thread 2

Quentin

Use the option that asks if you are "thinking of leaving", you get put through to retentions.

ukbill69

Lstuff wrote: »

Could do with a bit of advice if anyone can help please:

I rang O2 yesterday to see what they could offer me, and the answer was not very much, though I wasn't put through to retentions.

I'm currently on a rolling simplicity tariff (£10 per month, £7.50 unlimited web bolt on). I have been on this since my last contract finished in January, but prior to this my bills were around £40 -£50 a month for the last 5 years.

I asked about iPhone 3GS deals and was told there weren't any. I was offered a HTC Desire for £149, £30 per month over 24 months, or a Palm Pre for free for £25 per month over 24 months.

Basically I fancy an iPhone 3GS but not sure how to go about bartering with O2 to see if I can get one - I'd take a reconditioned one if they offered it on the cheap.

How do I get put through to retentions without actually having to leave?! You see I'm basically happy to continue as I am, but will change my phone and happy to pay more per month on a contract if I could get a cheap 3GS.

O2 are tihgt now and you not going to get anything you can see on the o2 website, unless you have spent a few thousand pounds in the year. Id suggest going on ebay, buying one thats on o2 or sim free and getting a sim only contract, upgrade now and you will get unlimited data , wait till iphone 4 is out and you will see that data go away.

Sor

Just in case it is of interest, the HTC Desire that O2 have is the brown (rimmed) one. They don't tell you the colour when you ring up and after now looking at their webpage, it's not particularly clear on there (it doesn't tell you the colour in the spec).

You'd think they'd get the nice black one in instead. I never cared about the colour of my phone before, but this is my first decent one, and it would have been nice to have paid a lot of money for something that looked nice as well as capable of the job.

Ho hum.

Toe-Jam

Sor wrote: »

Just in case it is of interest, the HTC Desire that O2 have is the brown (rimmed) one. They don't tell you the colour when you ring up and after now looking at their webpage, it's not particularly clear on there (it doesn't tell you the colour in the spec).

You'd think they'd get the nice black one in instead. I never cared about the colour of my phone before, but this is my first decent one, and it would have been nice to have paid a lot of money for something that looked nice as well as capable of the job.

Ho hum.

I am pretty sure the Black one is an exclusive to Orange.

rosateef

Cautionary tale: I took up an offer with O2 as part of a retention deal. I was sent the Sony Vivaz, which I really didn't like, so agreed with 02 to return the phone and my contract ended. Simple eh?- 7th June my bank was charged with £535.08! I immediately phoned cs and they said they had made an error, had received the phone back and was unsure why I was charged. Refund within 5 days .... nope that didn't arrive either, phoned cs and they said 'sorry, you were misinformed its a 10 day turnaround', well, what about my mortgage payment that will bounce? They said they would cover the bank charges, big deal, mortgage in default, but they would pay the bank charges! Managed to borrow some money so that didn't happen and blow me down today I got charged another £535.08, apparently its for early termination of a contract I didn't take up!! They advise I phone my bank to stop the direct debit, which I did, but the bank couldn't guarantee that they could stop it going through.
O2 now have over £1000 of my money and I am beside myself with worry, I've written another email to O2 today and have spoken to them over the phone. I already have an email from them saying that I will get the 7.6.10 charge refunded tomorrow, which is a Saturday? and no doubt if the charge from today goes thru I will have to wait another 10 days??
Sorry to rant on, but I just don't know where to turn - other than going into town and making a scene in the 02 shop, which really wouldn't help, but would sure make me feel a whole heap better!

Quentin

Use the dd guarantee. Your bank will immediately return the money to your account and sort it out with o2.

rosateef

Quentin wrote: »

Use the dd guarantee. Your bank will immediately return the money to your account and sort it out with o2.

They offered to send me a form to fill in - I explained it was a little more urgent than that. In fairness, the bank then spoke to the relevant department and said they would do what they could to reject the DD today - fingers crossed. This has to be just about the most stressful situation where all I get offered is apology after apology! aarrgghh!!:mad: not sure I can hold my temper for much longer

rosateef

O2 response to my email:


Thanks for your detailed email.

I've read all your correspondence with us and all I can say is sorry for
any inconvenience that may have been caused so far. I know you must be
thinking that sorry is just a word for all that you had to go through.
But believe me Claire, it's straight from the heart of our O2 family.

I know I can't turn back your time but I'll try to sort this matter to
the best of my abilities. You may find this email a bit long but I hope
you'll understand the need to explain everything in detail. Please bear
with me.

Claire, I've personally checked your account and found that you got
charged toady again for the amount of £530.58. which is actually
incorrect charges. I understand this must be annoying you. But Please
don't be upset. I've already forward the request for amount of £530.58
to be refunded to your bank account.

I've now take the ownership of your concern and I'll keep the track of
your account. Once the refund will be applied to your account. I'll
forward the refund to be transfer to your bank account and generate the
final bill with the zero balance.

Claire, also would like to inform you that the amount of £530.58 which
was charged on 7 July 2010. Refund is already reflecting on your
account. I've arrange refund transfer to your bank account. It will take
just 10 days to transfer to your bank account.
I'd request to please fax us the bank statement for the bank charges
which have occurred in your account. we'll definitely refund the amount
of bank charges. please fax us a copy of bank statement and FAO it to
Emma Harrison. Please also mention my name Aparajita in your fax. Our
fax number is 0113 3851365. Please include the following details in your
fax:

your full name
your mobile number
your email address

Once I'll receive the fax, I'll then refund the credit to your bank
account.

I appreciate your patience in this matter.'

so, looks like they are gonna hit me with another £530.58 in july? - I think not! I'm thinking this has to be a joke surely?
Welcome to the family that is O2

Quentin

rosateef wrote: »

In fairness, the bank then spoke to the relevant department and said they would do what they could to reject the DD today - fingers crossed.

The dd guarantee is much more than "rejecting" a DD.

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

Go back to your Bank, tell them you want the guarantee to be enforced, and your account refunded immediately.

To stop them taking any more ensure the DD is cancelled now.

7891368

:T really well written 02

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