topic Mistake by O2 advisor in Pay Monthly

Mistake by O2 advisor

Anonymous — Sat, 12 Mar 2016 14:51:00 GMT

Hello. I upgraded my phone on 22/12/15 and I did it face to face in an o2 store. I discussed with the advisor the tarrif I wanted and it seems she clicked the wrong one and I have signed the contract for the wrong one.
I just checked bank statement and realised that I am paying £37.50 a month for my phone but in the store I discussed and said I wanted the tariff that was £33.50. I can't seem to get anywhere with this as they say that I agreed to the tarrif when I signed the contract but when I signed it there were no numbers on it and I assumed it was the tarrif that I said I wanted. What can I do about this?

Re: Mistake by O2 advisor

Cleoriff — Sat, 12 Mar 2016 14:59:52 GMT

@Anonymous your only option is a complaint..

I am surprised that it took you 3 months to realise this if honest

Not sure with this amount of time into the contract that they will be able to do anything

http://www.o2.co.uk/how-to-complain

Re: Mistake by O2 advisor

MI5 — Sat, 12 Mar 2016 15:07:38 GMT

Are you sure it's the tariff that is costing more and not £4 worth of additional charges?

Re: Mistake by O2 advisor

Anonymous — Sat, 12 Mar 2016 15:09:59 GMT

Truth is my bills come by email and don't tell me the amount coming out it just says to check your bull go here then has a website. And I don't check bank statements every month as they are online I just happened to check. You don't look for something to be wrong if you assume everything is fine. The tarrif I am on is totally wrong for me as I have more data which i don't use and calls which I don't use. I know that something might not be done but it was the fault of an advisor who was rushing me as it was Christmas time.

Re: Mistake by O2 advisor

jonsie — Sat, 12 Mar 2016 15:12:26 GMT

You can make a complaint as above but check in your bolt ons to see if there is a discount showing.

Re: Mistake by O2 advisor

Anonymous — Sat, 12 Mar 2016 15:11:44 GMT

MI5 no it's definitely the tarrif because after checking my bank statement I then logged into my o2 and I am paying 17.50 for airtime and 20.00 for the phone. Whereas I clearly remember going into the store with the 13.50 airtime tarrif in my head and that's the one we agreed on at the time.

Re: Mistake by O2 advisor

Anonymous — Sat, 12 Mar 2016 15:12:49 GMT

No I'm not in the two week period because I hadn't even started paying yet within that period so I didn't think anything was wrong.

Re: Mistake by O2 advisor

jonsie — Sat, 12 Mar 2016 15:13:57 GMT

After three months a complaint is your only option.

Re: Mistake by O2 advisor

Anonymous — Sat, 12 Mar 2016 15:15:01 GMT

Yes I thought this would be the case. Very annoying situation.

Re: Mistake by O2 advisor

MI5 — Sat, 12 Mar 2016 16:13:55 GMT

You need to check your contract and see what you signed for.
Mine states the amount for the tariff and if yours doesn't state that you could push for an annulment of your contract.

Re: Mistake by O2 advisor

Curr946 — Sat, 12 Mar 2016 17:10:38 GMT

sounds to me its the open discount that's not been applied (if you were eligible) That's the same plan the wife is on, 17.50 airtime and 20 handset but the airtime is only 13.50 after the discount.

Re: Mistake by O2 advisor

jonsie — Sat, 12 Mar 2016 17:23:02 GMT

No mention of o2 open by the OP but if that's the case it's far too late now.

Re: Mistake by O2 advisor

Curr946 — Sat, 12 Mar 2016 17:30:51 GMT

Its the only thing I would think of, but yeah... just a tad

Re: Mistake by O2 advisor

viridis — Sat, 12 Mar 2016 17:42:49 GMT

@Anonymous wrote:
Truth is my bills come by email and don't tell me the amount coming out it just says to check your bull go here then has a website.

No, that's the text message that tells you that.

The email that is sent clearly breaks down the charges.

Re: Mistake by O2 advisor

PhoneDoc — Sat, 12 Mar 2016 17:53:15 GMT

@Anonymous Have you been able to speak to the store manager about this yet? In cases like this, you can raise complaints within stores themselves to be resolved locally. This means you can meet face-to-face with someone at a more senior level to discuss it, who would have a few different tools at their disposal to remedy the situation if they believe there's a reasonable chance the advisor acted incorrectly.

You can also print off a copy of the contract from your MyO2 account. This may be handy to bring with you.

Re: Mistake by O2 advisor

Curr946 — Sat, 12 Mar 2016 18:33:18 GMT

@viridis wrote:
@Anonymous wrote:
Truth is my bills come by email and don't tell me the amount coming out it just says to check your bull go here then has a website.
No, that's the text message that tells you that.
The email that is sent clearly breaks down the charges.

£1.50

Re: Mistake by O2 advisor

jonsie — Sat, 12 Mar 2016 18:39:50 GMT

Expensive eh.....

Re: Mistake by O2 advisor

viridis — Sat, 12 Mar 2016 18:57:24 GMT

@Curr946 wrote:
£1.50

Damn, I'm in positive figures, better sort that out.

Re: Mistake by O2 advisor

viridis — Sat, 12 Mar 2016 19:00:54 GMT

@viridis wrote:
@Curr946 wrote:
£1.50
Damn, I'm in positive figures, better sort that out.

Never mind, card systems still crap.

Re: Mistake by O2 advisor

Cleoriff — Sat, 12 Mar 2016 19:03:27 GMT

T'was so good @viridis you said it twice...:smileywink:

Edit no...slightly different. My apologies.