O2 New Retention Tariff Discount 500 / Discount 750

jazz2999uk

Hi Skint Student,

I have had a similar issue with O2 about charging too much etc. but at the end of my contract. Either email [EMAIL="mycare@o2mail.co.uk"]mycare@o2mail.co.uk[/EMAIL] with your complaint and ask for it to be forwarded to the complaints department or write to:

O2 Complaint Review Service
PO Box 116
Leeds
LS11 5DS

They are quite good. I got a reply within two days although they say to wait 5 days before asking if they haven't responded. If they do not offer resolution, and they should (it is entirely their fault!) Then go to the independent ombudsman that O2 are registered with: Otelo (www.otelo.org.uk) and make your complaint there.

If you persist, O2 are OK at sorting their own mistakes out.

Hope this helps. Good luck!!

BennyT

O2 just offered me 100 mins and 700 texts on a 12 month contract for £25 a month. Oh and a Samsung e900

wow!

franzman

The customer service team at o2 is an absolute joke. I renewed my contract last month and accepted an offer of 750 texts and 150 mins for £25 a month on a 12 month contract as well as a SEw810i. However when I checked my bill, I noticed I had been charged after the 500 texts and 100 mins mark. I phoned up a minute ago to try and sort it, and was told that "the note says you were offered 100 mins and 500 texts". I assured them that I had been offered 750 texts and 150 mins and was told that they would never offer that unless on an 18 month contract, and that this had not been offered.

I said that it was clearly a mistake by whoever handled my contract renewal, as at the end of the call they clearly read out what I had been offered and it was definitely 750 texts 150 mins. After again being told "the note says 100 mins.." I told them just to put me back on to the 50 minutes and 500 texts for £19 that I had originally been on... but no. This is not possible since you recently upgraded! Yes, never mind the fact that I was falsely told what tariff I would be on.

They said they record all the calls and could find out for me- as long as I paid a £10 admin charge, which, even if it proved I was right, I might not get back. After complaining about this, the rep went to consult his manager. Was told if I'm right I'll definitely get the £10 back. Please, theres no need for such generosity. Unbelievable! So now its a case of waiting on them confirming I'm in the right, which is likely to take about a month in total. I can honestly say this will be my last contract with o2 they are a joke.

jem16

Both my sons were offered deals by O2. In both cases the deal that was offered didn't materialise.

One son was offered a free K750 but it was out of stock - when it was in stock they charged him £30. Nothing on their notes to say it was free!

Second son had been offered 200mins & 400 texts for £10 per month. When the bill came through it had changed to £10 per month discount making it £15 per month.

Arguing with CS got us nowhere. I then emailed Peter Erskine(CEO) and he sorted it by crediting their accounts with the differences.

herbal

email their ceo the address is in here somewhere.

darkniven

Hi there,

following all the on-site advice I phoned O2 retentions today to try and get a better deal on the phone upgrade I was offered by the normal O2 upgrade line.

Currently on Discount 500 @ £15 a month and just gone over my 12 month contract for this tariff.

Was quoted £229.99 for a Nokia N70 (after being offered three other phones for free that did not even show on the O2 website, they were that old!)

Found an online, cashback deal with 3 that gave me a N70 for £18.75 per month for a 12 month contract.

Called Retentions, asked to cancel, was asked why, explained that I'd been quoted the £229.99 by O2 for the N70 but had found a better deal with 3 for the same phone, and was happy to pay the extra in line rental for it......

and the guy in retentions just accepted my cancellation and arranged for the sending of my PAC, without any attempt to keep me on as a customer!

So, what can I do now? Am I tied into leaving O2 now? Is it worth trying again or should I just carry on and go?

All advice greatfully received!

D

steve!_10

I reckon they just figured there was no profit in keeping you. 3 are basically clambering for market share at the moment and they seem to have a lot of loss leaders at the moment so they can entice people away from other networks so they can build up their userbase.

I think you basically just pushed it too far. £15 a month for what you get is pretty good, and in trying to milk more freebies from them, they just decided enough was enough.

kawilson00

Hi Darkniven,

My OH is also at the end of his O2 contract (£15.99/month) and phoned up asking what their best deal was, and got the same reaction from them as you got. He again was offered phones not even on the website, and if he wanted the Sony W800, he would have to pay £169.99. After approx 8 years with them, seems like O2 don't want to keep existing customers.

He was told by O2, that the reason he was not entitled to a good upgrade, was a result of good will gesture he got last year for being a good customer, he was given a £10 discount a month, and as a result, this year he is not falling into the right price spending/month...even though it was them offering the discount.

Hope this helps and let you know that its not just you, they obviously dont want to keep existing customers!!!!

The_Saving_Man

Getting your PAC does not cancel your contract unless you specifically asked them to cancel it. Your PAC is valid for 30 days after which it becomes void and it's as if you didn't ask for it.
My suggestion with negotiations is to play a game with them in as much as you know that you're trying to haggle a good deal, and they know you're trying to haggle a good deal. Keep it light, but as Martins says use chutzpah, and haggle with them. If they're not moving, make out that they are forcing you to move, i.e. "I've seen this amazing deal on 3, but i've been quite happy with o2 and would still rather stay with you. Is there anyway you can match that deal or if not, get close to it."
Do not ever just go in looking for an upgrade. Always make it clear that if forced, you'll jump. If you can't get what you want, ask if there is someone else there that might be able to help, or just call back. I was with T-Mobile/One2One for 7 years and last year they offered me nothing even after negotiation. So I jumped and moved to o2 who got me more loads more minutes and a brand new phone for a couple of quid more a month. Sometimes you gotta go, but think carefully before you do.

firestarter

I had my contract for 12th months on discount 500 with 400 text with w800i for £10pm, but i decided it was pointless getting discount 500 as i never really used 500 minutes a month so when i upgraded again i tried to get online 200 for £15 and the nokia n70, they wanted to charge me £180 for the handset but i got it down to £80 i suppose then you had to pay for the handset if you wanted it, for some reason they couldnt put the discount on my account but had to put a £180 credit as i already had a £15pm discount for year.

I think you can downgrade your tarriff after 6 month so i am going to sell the handset i have now and pay off my contract and will move to orange student so i can get the nokia n73 or sony k800 as i doupt they be offering that handset for free as upgrade.