| | 05-22-2011, 02:35 AM Thread Author #1
O2 UK - can I cancel without charge?
Below is an email that I have recently sent to O2 UK's complaints team. It's a bit long winded so apologies now :')
On the 2nd December 2010 I called O2 to discuss options for upgrading my contract. By the end of the phone call I had agreed to the following terms:
• BlackBerry Torch 9800, 1200 inclusive minutes, unlimited texts, 750MB BlackBerry data = £45 (including £5 for BB data)
• I paid £29 for the handset.
• Unlimited O2 to O2 calls as my free bolt on.
• This was on a 24 month term.
Recently, I discovered that I did not have the Unlimited O2 to O2 calls bolt on. I called O2 on 7th May 2011 to discuss why this was not the case. The advisor I spoke to informed me that I couldn’t have both bolt ons (BB data and Unlimited O2 to O2 calls). I asked for this to be investigated as I was told at point of sale that I would have both. The advisor informed me that a manager would listen to the call and contact me within 5 working days. Following this, no one contacted me.
On 20th May 2011, the tenth working day following my initial phone call, I called O2 again to chase this up. The advisor informed me that as I had Family and Friends discount I would need to speak to Staff Accounts. The advisor spoke to Staff Accounts and explained the situation before transferring me through. Once I was speaking to the advisor from Staff Accounts she informed me that she would provision the Unlimited O2 to O2 calls as I was entitled to one free bolt on with my tariff. She advised me that this could take up to 24 hours to go active on my account. She also told me that I would be credited with £20 to cover the charges I had incurred by not having the Unlimited O2 to O2 calls bolt on.
On 21st May 2011 I woke up to find that my BlackBerry data services were no longer functioning. I logged in to My O2 and discovered that the Unlimited O2 to O2 calls had been provisioned, however, my BlackBerry data bolt on had now been removed. Therefore, I decided to call O2 once again to discuss this. The advisor said that she would get this matter rectified for me. She advised me that the 750MB BlackBerry data plan was no longer available and that they would provision the 1GB BlackBerry Data plan and credit me with £5 per month to cover the additional charges. She also told me that the advisor in Staff Accounts should not have removed the BlackBerry data bolt on. Approximately 30 minutes later she called me again to inform me that as I had the Family and Friends discount they could not issue the £5 credit as previously stated. I told her that I was not happy with the way that O2 were dealing with this matter and she advised that she would get her manager to investigate and she would personally call me on Monday 23rd May 2011 between 17:00 and 21:00.
Having considered it further, I decided to call back as I remained convinced that this was not correct. I spoke to Staff Accounts directly and they told me that the advisor had not removed the BlackBerry data, but it was ‘the system’ that had removed it as it is not compatible with the Unlimited O2 to O2 calls bolt on. I explained that I was told at point of sale that I would be able to get both bolt ons as I was entitled to one free bolt on and then as many paid bolt ons as I liked. The advisor told me that I could not have both bolt ons so therefore I told her that I wished to have my Blackberry data plan back and I would lose the Unlimited O2 to O2 calls bolt on. The advisor then went on to tell me that the 750MB BlackBerry data bolt on was no longer available and that I would have to pay £6 for 500MB for the new bolt on. I find this totally unacceptable as previously I was paying £5 for 750MB. At this point I requested to speak to a manager and the advisor put me on hold. After 4-5 minutes the advisor came back to me and said the manager was busy with another colleague but she had spoken to her and the manager had authorised a £20 credit to cover the additional £1 per month for the new bolt on. I explained that this was still unacceptable as I would still be getting less data allowance than I had previously. The advisor then went on to say that I didn’t use all of my allowance and that I only used approximately 57MB each month. I explained to her this was not the point as I was previously paying £5 for 750MB regardless of whether I was using it or not.
The advisor then said that as I wasn’t using my full allowance that O2 would only credit me if I took the 500MB data allowance. I then asked if O2 had a complaints department and that I wished to speak to them. She was rather rude and told me I had to write to O2 and that the address was on the website. I then asked her to put my BlackBerry data back on and that I still intended to make this a complaint. She informed me that to be able to do this she would need to change the current tariff as the old one is no longer available. She then processed a request to change my tariff and put the 500MB data back on and to remove the Unlimited O2 to O2 calls within 24 hours
So because O2 have made the mistake, I'm now left paying more than I was originally and getting less than I was before! I'm still waiting to hear back from them but I was just wondering if I had a case for terminating without being held to term.
Any help would be much appreciated.