Cancellation fraud

[Anonymous]

I have just attempted to cancel my contract, was offered a 30 day, £21 unltd calls, unltd, texts and 1GB web deal.  Was then asked to go to a site to sign up for this deal.  However, pon the site it was £31 for the 30 day deal and £21 for a 12 month contract - the rep advised me to visit a site, sign in and sign up for the 12 month contract - which I refused to do.  The rep then ended the conversation and I received a text message welcoming me to my new 12 month contract.

I cannot believe the audacity of this rep "Chris" - sharp practice , if not utterly fraudulent.

I am currently attempting to resolve this with another O2 rep now - what the hell do O2 think they are doing?!

[Anonymous · Accepted solution]

I have just managed to get this corrected via Live Chat.

According to the advisor I just spoke to - this has never happened before and was a "mistake" by the previous advisor.

I do not believe that this was a "mistake" at all - and I think this happens more frequently than O2 will ever admit.  I am just pleaseed that I will have nothing further to do with O2 from now on.  A sour note to several years of otherwise smooth running - mobile phone companies need to clean their act up.

[Anonymous]

Sounds very dodgy I don't trust live chat at the best of times

[Anonymous]

Hopefully they will improve as they are undergoing training and getting feedback from this forum too !

[Anonymous]

Surely they should have undergone training before being let loose on customers

[Anonymous]

This was the transcript of my conversation:

Chris: Please fell free to ask me if you are not able to understand anything
Marc Whittingham: OK - it is saying that the 30 day contract is £31 per month - it is £21 for the 12 month contract
Chris: Please proceed with the deal normally 
Marc Whittingham: but I won't agree to £31 per month
Chris: Please select the £21 tariff 
Chris: And I will make the changes on the 12 months.
Marc Whittingham: I have changed my mind - I would like to just cancel - I don't trust O2
Marc Whittingham: Please cancel my contract
Marc Whittingham: Sorry
info: O2 has ended this chat session.

It seems pretty clear to me that this was not a mistake ... I am still surprised at this approach - I hope someone from O2 reads this thread and investigates this incident - having dealt with Vodafone Business and had similar activity occur with business accounts, it seems to me that the mobile phone industry is rife with this behaviour.

[Anonymous]

To be honest it really doesn't surprise me with live chat I always prefer to speak to them on the phone

[Anonymous]

And this was the email I received minutes after the chat ended ....

Dear Mr ****************,
Thanks for your upgrade order.  We're currently processing your request 
and will update you shortly on its progress.
Your order number is: ms-201271573
Order Details
-------------------------------------------------
1 O2 Unlimited 12M 1GB SIMO
                2 Standard Delivery
                
You can check on the progress of your order by visiting 
www.o2.co.uk/trackyourorder
We may email you with further updates on the progress of your order.
Please visit http://www.o2.co.uk/afteryourupgrade for more information 
on your upgrade, changes to your bill and your new terms and conditions.
Thanks for choosing to stay with O2.
Regards,
O2 Customer Service
Please note that this email has been sent to you from an unmonitored 
email account so we will not be able to respond to any replies to it.  
If you need more help, please visit our online Help Centre at 
www.o2.co.uk/help
Telefónica UK Limited, Registered Office 260 Bath Road, Slough, SL1 4DX.
Registered in England and Wales No. 1743099

[Anonymous]

I wouldn't call that a mistake

[jonsie]

Perhaps Leonard or Toby can take this forward to the relevant managers?