O2 - Mis-sold O2 contract HELP!

newmoneysaver_2

I recently rany 02 for my pact code in order to move my number to orange, as they had offered my a better deal. Whilst on the phone to 02 customer services (not sure why they are called customer services as they offer none!) the guy offered me a better deal to stay with them - 250 mins and 300 texts for £23/month. This sounded great so I took this up!

I got my phone, complete with 14day right to cancel - the phone was great so decided to keep it. I got my first bill today - no text messages includeed in my call plan.

I rang customer services who couldn't help - just told me I could add on 300 texts for £9/month!? :eek:

Where do I stand? This is not the contract I agreed to over the phone and my bill is the first kind of confirmation that I have received. It seems to me as though I was given an offer I couldn't refuse in order to keep me and now they agiving me something totally different and have me stuck in a 12 month contract (or £435 to terminate now!)

HELP PLEASE!

jf2404

You could call "customer service" and say you were offered the texts and that is the only reason you took up the contract. Say you have been put on a price plan that you did not agree to and if they don't give you what you agreed to in the first place then you are going to Ofcom, citizans advice, the national papers.

If that gets you nowhere then you will need to add the 300 texts as you would be stuck in contract with no free texts and you would be paying more than £9 a month in just texts.

Or you could put it on the lowest possible line rental, sell the phone and pay off the contract to get out and start again.

good luck.

digp

you could sue for breach of contract..............

matrix999

newmoneysaver wrote:

I recently rany 02 for my pact code in order to move my number to orange, as they had offered my a better deal. Whilst on the phone to 02 customer services (not sure why they are called customer services as they offer none!) the guy offered me a better deal to stay with them - 250 mins and 300 texts for £23/month. This sounded great so I took this up!

I got my phone, complete with 14day right to cancel - the phone was great so decided to keep it. I got my first bill today - no text messages includeed in my call plan.

I rang customer services who couldn't help - just told me I could add on 300 texts for £9/month!? :eek:

Where do I stand? This is not the contract I agreed to over the phone and my bill is the first kind of confirmation that I have received. It seems to me as though I was given an offer I couldn't refuse in order to keep me and now they agiving me something totally different and have me stuck in a 12 month contract (or £435 to terminate now!)

HELP PLEASE!

Hello!!

A few questions first,

1. Did the customer service rep read back what they have offered you?
2. Did the customer service rep ask for your town of birth as they use this
as proof of setting up a new contract?
3. Are you an O2 online or Offline Customer
4. Did you get a note of the advisors name you spoke to at the Retentions
Team?

newmoneysaver_2

Hi Jf24o4,

I did ring customer services but the guy could only tell me that I had apparently signed up to only 250 calls at £23/month and that if I wanted to add the texts I could do for £9/month. I did try an tell him this is not what I signed up to but the guy couldn't help any further as the system did not mention any text messages in my tariff.

Matrix 999,

1, Yes the rep did repeat what he offered me
2, He did ask for my town of birth as I rang them directly to cancel my contract. I had already passed through security.
3, I am an 02 offline customer, therefore I was only able to check my call plan when I got my first bill, after the 14day right to cancel period.
4, Unfortunately No - I think I was to amazed at the amazing deal I had been offered.

Thanks for your help!

matrix999

newmoneysaver wrote:

Matrix 999,

1, Yes the rep did repeat what he offered me
2, He did ask for my town of birth as I rang them directly to cancel my contract. I had already passed through security.
3, I am an 02 offline customer, therefore I was only able to check my call plan when I got my first bill, after the 14day right to cancel period.
4, Unfortunately No - I think I was to amazed at the amazing deal I had been offered.

Thanks for your help!

This doesn't sound to good, it might be an idea to speak to a Supervisor when phoning Customer Service.

I have recently spoke with the Retentions Team and was offered 500 Texts but when i got my bill i was only given 400 but on phoning customer services they checked the notes on what the advisor gave me and apologised and added the extra 100 texts.

When you phone back ask to speak to the advisor who gave you the deal, they will be able to find that out from the notes on their system.