O2 Problems

thesingingarc

Hi folks

My first post here,and of course im very frustrated.

I cancelled my DD with O2 after my wife lost her job and we had to make some serious cutbacks. I was mid contract.

O2 of course barred my number for incoming and outgoing calls and demanded 140 pounds to finish the contract.

I was cut off from the 21st Feb until the 1st of April when i called them, just to pay some of this 140 pounds off.

I was informed that if i paid 41.40 then i would get my phone back and wouldnt need to pay the disconnection fee of 100 extra. I specifically asked the operator if there was anything else to pay and was told no.

ok, thats fine, i pay it and get my phone back. I recieved my new online o2 bill today for 87.80!!!!!!! so i called them (furious) and asked them why. An was told that they had charged me for the period whilst i was disconnected from recieving or making calls.

can they do that? Something seems very wrong here.

Quentin

They can do it.

All covered in the contract ts + cs.

thesingingarc

even after ive been told by a customer rep that the amount i paid is all that is outstanding?

thanks for the response by the way

agsnu

thesingingarc wrote: »

even after ive been told by a customer rep that the amount i paid is all that is outstanding?

thanks for the response by the way

There's no way that we could know whether or not that is correct - it depends entirely on what tariff you're on, how long you were disconnected, what the money you paid was for, etc etc.

Go and read your tariff and terms and conditions.

Piggles12345

If you're p*ssed off (which you obviously are) you should ring them, demand to know who you spoke to that time (that is assuming that you didn't get their name when you rang, which if you did is brilliant!) and then complain that they told you there would be no outstanding charges.

It is harsh, of course, to write and complain about some muppet in a call centre who might have made a genuine mistake, but, if you can live with yourself, they may well offer you a goodwill gesture. If they don't then, well, suggest that they do!!!

Scousebird_2

Sounds like they have reconnected you but the system has charged you your line rental for the last month you used it-then the folllwing month as you always pay your bill in advance-however at the end of the contract it will all even out-because you breeched your airtime agreement, they didn't actually have to let you back on the network so you haven't done too badly-check your credit file and see if any defaults have shown up-if not, put it down to a difficult time and keep quiet as they could register your non payment as a missed payment like a credit card provider or bank could do.

lawbunny

Hey,

I doubt they'll give you a refund as goodwill. All networks will keep charging you your monthly line rental charge even if you're suspended for non-payment. The way they look at it, they've been providing their part of your contract, you're the one who's not been paying, so they don't see why they should have to foot the bill due to you not paying.

Harsh, but true. I'm sorry.

Lynxette

thesingingarc wrote: »

I was informed that if i paid 41.40 then i would get my phone back and wouldnt need to pay the disconnection fee of 100 extra. I specifically asked the operator if there was anything else to pay and was told no.

Of course, this could be a matter of miscommunication. When I read this, I take it to mean that it would not cost you anymore to be reconnected instantly. Are you certain you made it absolutely clear with the operator that you meant there were not other charges regarding your disconnection, reconnection or any period inbetween, or just that there would be no more charges to have your phone reconnected at that point?

Because to be honest, if the latter is true you had no rights to jump up and down simply because you didn't make your intentions clear.

thesingingarc

Some good points here folks, thanks for the information.

Im not sure how clear im supposed to be with these people on the phone... "Is that everything that i owe you? I dont owe you any more do i?" seems pretty clear to me.

I have no problem in paying for line rental that i actually USE. being disconnected was their decision to make, for sure i didnt pay the line rental thats my bad - im fully aware of this. However its hardly like a car that i rent, take home and then dont pay for is it? the company in that case would remove the car. I would not be impressed by being liable for the cost of the car.

Also - i didnt go in with the attitude that i deserve my line back, i rang up to pay off the contract and had thrown AWAY the original sim thinking that they wouldnt be interested in continuing. So that was THEIR idea to put me back on.

I have no problems with their maths, nor do i regard these people as stupid. The termination fee is reasonable and the math regarding the period they expect me to pay is good. However im just not down with paying for a period i couldnt use even if i wanted to. Their decision to insert me back into the 'GRID' not mine. Had i understood i would have to pay for the period in question i would have said so at the time.

Long and short... i dont mind paying for what i use... not what i cant use.

anyhoo

thanks people. [/RANT]

nellytheelephant

That sucks a bit.

I can see where you're coming from when you say that you couldn't use it. But O2 cut you off for not paying, it was your own fault you couldn't use it.

thesingingarc

Yes, thanks for rubbing it in, really making me feel empowered here.

I dont mind being told the truth, but not repeatedly once i'd acknowledged it.

As a further aside to this i was rung by o2 (Sunday afternoon??? !!!!!!) and told i owe them £100 pounds.

Ridiculous.

So i've been told A. I dont OWE any more (1st April) . B. I Owe 87.70 (Yesterday) and C. I owe 100 pounds (today). Any further offers?

ERRR. so whats THAT all about then.