lied to repeatedly by O2 staff

[Anonymous]

I took out a new contract over a year ago and asked ifiI would be able to lower the tariff after a certain amount of of time. I was told yes after 12 months this would be done for me. I made a point of going into store to continually ask if I could still do this during the 12 months. When the time arrived O2 store Crewe told me that I wouldn't be allowed to do this as contracts had changed and this was no longer done by O2. I rang customer services and explained my situation and they told me I needed to sort it in store as they had sold me the contract initially. So I went in store and spike to the assistant manager who arranged to have a copy if my contract sent in so he could look at it and arranged to call me when he received it. The following week I went back to store and the assistant manager was on his dinner break so an assistant brought the contract out with a message of 'nothing he could do'. Understandably angry I rang customer services and spoke to a call centre who agreed I had been wrongly treated and he would call the store the following morning to speak to them then call us back. Needless to say I received no phone call the following day so called back....again. This time I spoke to someone called Kurt who seemed very helpful and after confirming various details lowered the tariff. At this point I was very happy and was arranging an upgrade with O2. The night before I decided to check my tarrif on the phone and it remained the same as it had always been. Once again I called O2 and asked why it hadn't been actioned. I got told 'we don't lower tariffs, nothing I can do' I explained the following phone calls and they replayed they had no notes on the system with regards these calls so it was like they'd never happened! I was put through to an escalation assistant who was very unhelpful towards all the issues and seemed unwilling to help just kept saying 'nothing u can do' finally she agreed to go listen to the phone conversations I had with the various call agents and call me back hopefully within the hour, I am currently waiting this call. I find the customer service within this company a disgrace and how it blames the Customer is disgusting and hope that someone rectifys it

[Anonymous]

Hi.


Please let us know how this pans out.

O2 did introduce a no lower tariff policy on contracts taken out after March 12.

You may want to put this to o2 via the official complaint form if you have not already.

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

Or

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

[MI5]

As above, any contracts taken after March 2012 cannot be lowered. It would have been in your T&C's and unless you were given an older version of the T&C's I'm afraid you are stuck with paying what you agreed to each month until the end.

[Anonymous]

@Kelly34

Did you get your callback ?

[Anonymous]

Yes, tariff has been lowered and a couple of £5 bonus off my other tariffs,

[Anonymous]

Good result.