Canceling my O2 contract after terrible service - Please read letter

Reala

Marc
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Mobile: 0773830XXXX[EMAIL="Marc.Aplin@gmail.com"][/EMAIL]

8th February 2008

To O2 Cancellations & Service:

I have had on-going issues with O2 for the past 10 months. After being a customer with O2 for 18 months (November 2005 I first signed up), on your online texter deal of 150 minutes with 500 texts. My contract expired in April 2007. I went into an O2 store to have my contract renewed. I signed a new £40.00 a month contract at the store, I was told I would get 800 minutes, 1000 texts and free calls on a Saturday, Sunday & Monday through a promotion called ‘Long Weekends’. After visiting the O2 store I noticed my bill had actually increased, my bills were coming in at about £70.00 - £90.00 and a couple of times they went over £100.00.

I went into the O2 store multiple times during May, June and July and was constantly told they would sort it out on my next bill. I even got told during July that I would be credited all of my calls over the weekends (around £80.00) this never happened. I phoned O2 online in August and they told me there had been a breakdown in communication with the store and I would be credited the full amount of calls I’d been charged for during weekends and any calls / texts I had been charged for at a rate that was on my online deal. Again my bill came in September and nothing happened…

In December I was outraged with O2 when my bill came to £267.00. I went to the store and was told to phone O2 online, I spoke to O2 online and they told me to go to the store, I went back to the store and again they told me to phone O2 online. As you can imagine, by this point I was extremely angry with the service O2 had provided me and when ‘Toby’ from your support team told me I needed to speak to the store I had had enough. I told him I wanted him to sort out the issues or I would just not pay the bill because I really wasn’t prepared to pay a bill of £267.00 which was made up of mainly weekend phone calls I shouldn’t be charged for.

Toby made some calls and eventually told me ‘everything would be resolved’. Infact all that happened was my bill was reset to £46.00 for that one month. I was told by Toby over the phone a member of O2 customer service was going to analyze my bills throughout April to December and refund me all the excess charges (500 texts each month, 650 minutes and free long weekend calls). To date I have heard no more from this… within the 10 months of trouble I had bills of:

£60 - £80.00 three times
£205.00 once
£245.00 once
£158.00 once

I have done my own math’s on this and worked out I am owed over £150.00 even after the deductions made in September. I would therefore ask that you have one of your analysts go over my bills (as previously promised) and have the full amount I am owed paid back to me through cheque at the following address:

Additionally, I would like to cancel my contract in accordance to the following point highlighted within my O2 contract’s terms and conditions:

According to section 8.4(A) of my contract with you:
’You may end the contract with us through written agreement if:’
(a) we break this Agreement in any material way and we do not correct the
situation within 7 days of receipt of your written request.


Finally I would request my PAC Code as directed on your website:
‘Contact your current Service Provider and request a PAC code. PAC codes are valid for 30 days from the issue date and will also act as notice of termination for your old account. This means you will not lose service until the day of the transfer.’

In the event there are no further issues with O2 and the above is all resolved I am going to stay with O2 and use their ‘Pay as you Go’ service. I have always had good reception on O2 and my only problems have related to billing. I deem ‘Pay as you Go’ much safer and seeing as my contract agreements have been broken on multiple accounts the only way forward.

I shall await a cheque for the amount I am owed, my PAC Code and confirmation of my contract to terminate as of March 31st 2008. Please feel free to write, phone or e-mail using the contact methods at the head of this letter.

Regards,

Marc

Reala

After many people on here advised me to try claiming back my charges throughout the last 10 months I decided i wanted to cancel my contract. However... at the same time why should I walk away £150.00 out of pocket due to O2's crappy service?

Do you think this letter will be enough to end the contract?

reehsetin

take out your personal details, seems a good letter to me,

Mum_of_3_3

no advice on the letter, but just thought i'd tell you your address is still showing at the bottom of the letter!

M_o_3

KeithP

Reala wrote: »

Additionally, I would like to cancel my contract in accordance to the following point highlighted within my O2 contract’s terms and conditions:

According to section 8.4(A) of my contract with you:
’You may end the contract with us through written agreement if:’
(a) we break this Agreement in any material way and we do not correct the
situation within 7 days of receipt of your written request.

So have you written to them before? You need to give them 7 days after writing to allow them to fix the problem.

Reala

Thought I would update you guys, cancelled my contract and was given £100.00 towards my final bill on February 31st. Anything left over they are putting on a pay as you go simcard and allowing me to port my number over... result or what!?!?

So all in all I was only under contract with them from April 31st until February 31st, so 10 months in an 18 month contract Hope this helps anyone else looking to terminate theirs!!!