topic Re: Confusing Contract Vicious Circle. in Pay Monthly

Confusing Contract Vicious Circle.

Anonymous — Sat, 03 Feb 2018 14:27:25 GMT

Hi there to you all. I'm reaching a limit of patience even for myself with what mess a I've been dealt from o2 due to the simplest of mistakes with transferring from payg ee to a pay monthly contract with o2.

After an intense security check that trumps crossing borders and verges on military checkpoints, I triple-check the agreement I have with my in-store assistant that I want the 15gb/£20 off that is going on sale atm until 7/2. She prints the contract off that I have given an X for, and she realises that it is the 10gb/£17; fiasco ensues.

I have a package code assigned to the account; she cannot change it on the spot. Manager is brought into the fray and tells me initially that I would have to come into the store another day to sort it. After a brief conversation, he then explains that he can do it later in the day and will text when it's complete.
He does, promising that it has changed to the deal I wanted in the first place. All is well in the world.

Fast forward to two weeks later and my first bill, surprise; £35.
I call up customer service and after a lot of jargon from their Indian offices, they explain they have received an email stating they cannot change this, I will have to go back to the store.
(I also afterwards, try the online support, but then they tell me I have to phone up, so pretty useless all around.)

Instead of going into a store considering they have been able to sort out the issue apparently before whilst I've been away, I call the man responsible, and in the same hour, he apparently sorts this out again, explaining that I will receive a confirmation email and my next bill will be £5 to settle things; okay, I think. Fair enough.

Third time lucky? Don't think so.

No e-mail, and my o2 app still states £35 tariff with no bolt-on discount.

I've had enough, and time's ticking with this sale ending soon.
I feel like I should call back and see what's going on, but have lost all trust with the competency of the staff I have made the contract with. I don't think they know what they're doing.
Anybody had this issue before and know what happened; how to solve it? Any insight would be great. Thanks.

Ruth Snape.

(Edit: I'm currently stuck with a 15gb/£35 when it should be £20 with the sale applied. Thanks.)

Re: Confusing Contract Vicious Circle.

Anonymous — Sat, 03 Feb 2018 14:28:07 GMT

Re: Confusing Contract Vicious Circle.

Cleoriff — Sat, 03 Feb 2018 14:17:22 GMT

@AnonymousAs you are now out of the 14 day cooling off period then the best advice on offer is to make a complaint https://www.o2.co.uk/how-to-complain

Use Resolver in the link I've given . It seems to get better results Best of luck

Re: Confusing Contract Vicious Circle.

Cleoriff — Sat, 03 Feb 2018 14:23:19 GMT

wrote:
(Edit: I'm currently stuck with a 15gb/£35 when it should be £20 with the sale applied. Thanks.)

@Anonymous Reading your edit, you may have purchased this contract with a sale discount. This may explain it further

https://community.o2.co.uk/t5/How-to-guides/Where-is-my-discount-or-Extra-Data/bc-p/1075494

Check this first before taking action I advised in my first post

Check My O2 http://www.o2.co.uk/myo2 you will see the discount applied as a bolt on...:smileywink:

Re: Confusing Contract Vicious Circle.

Anonymous — Sat, 03 Feb 2018 14:22:25 GMT

I assumed that would be the case, but as I mentioned previously, two weeks later, I was charged the full amount and not the sale price as agreed, so it isn't the correct contract.

Re: Confusing Contract Vicious Circle.

Anonymous — Sat, 03 Feb 2018 14:25:32 GMT

The only bolt on is a 'Travel' option; there are no discount related bolt ons otherwise, or even as an option to apply.

Re: Confusing Contract Vicious Circle.

Cleoriff — Sat, 03 Feb 2018 14:27:09 GMT

wrote:
I assumed that would be the case, but as I mentioned previously, two weeks later, I was charged the full amount and not the sale price as agreed, so it isn't the correct contract.

Then you need to speak to customer services again. It may well be the discount shows up in your next bill though it should be applied at point of contract. A call to them should clarify whats gone on https://www.o2.co.uk/contactus

Re: Confusing Contract Vicious Circle.

MI5 — Sat, 03 Feb 2018 14:28:10 GMT

Yea I noticed you said there was no discount bolt on.
This is typical of the incompetence we see from many areas of o2 these days.
Regardless of being outside of 14 days, you haven’t got what you agreed to so you still have rights to cancel if someone can’t sort this out for you.
I’ll tag in @Martin-O2 and @Marjo to see if they can assist in some way but it probably won’t be until Monday when they contact you.

Re: Confusing Contract Vicious Circle.

Anonymous — Sat, 03 Feb 2018 14:31:56 GMT

I wouldn't mind cancelling in the slightest, but wonder what would happen to my number if that were the case.
Could I save it as a PAC code to change elsewhere, or unwind the contract to simple start afresh with o2?

Thanks for forwarding, but I have a feeling by that time it would be too late as the sale ends about then, so knowing that, they wouldn't be able to apply the option anymore.

Re: Confusing Contract Vicious Circle.

Cleoriff — Sat, 03 Feb 2018 14:37:34 GMT

I was replying to a post that the op has now deleted (and edited her first post to add it)

However, I did show it by capturing her post and was replying to that.......

Hopefully it will be sorted soon....

Re: Confusing Contract Vicious Circle.

Cleoriff — Sat, 03 Feb 2018 14:39:17 GMT

wrote:
I have a feeling by that time it would be too late as the sale ends about then, so knowing that, they wouldn't be able to apply the option anymore.

They would if it was their mistake . ...

Re: Confusing Contract Vicious Circle.

MI5 — Sat, 03 Feb 2018 14:54:28 GMT

You can get your pac and move to a more competent network https://community.o2.co.uk/t5/How-to-guides/How-to-get-your-PAC-2017-Update/ba-p/1052278

Re: Confusing Contract Vicious Circle.

Anonymous — Sat, 03 Feb 2018 14:56:15 GMT

As a personal timeline, I have escalated the matter internally by using the 'complaintsreview' service and will post my content here;

Dear Who is Concerned,

Simply put, I have been lumbered with an incorrect contract which is costing me nearly double of what I have asked for, after three attempts of your staff amending the intial mistake over a period of three weeks. I have lost my patience with the reasons your customer service are giving and wish to escalate this situation to you in order to sort out immediately.

After an intense security check that trumps crossing borders and verges on military checkpoints, I triple-check the agreement I have with my in-store assistant (Aimee/Telford) that I want the 15gb/£20 off that is going on sale atm until 7/2. She prints the contract off that I have given an X signature for, and she realises that it is the 10gb/£17; fiasco ensues.

I have a PAC code assigned to the account; she cannot change it on the spot. Manager (Liam/Telford) is brought into the fray and tells me initially that I would have to come into the store another day to sort it. After a brief conversation, he then explains that he can do it later in the day and will text when it's complete.
He does, promising that it has changed to the deal I wanted in the first place (Below is the included message).

'Hi Miss Snape, I have just come off the phone from customer services you have 15gb of data for £20 as of now. Once again I apologise for the mistake we made instore, it wasn't the best start to your time with o2 but I am confident you will be happy with us through out the future. As always pop instore for any help or queries and we are always happy to help. Many thanks Liam.'

Fast forward to two weeks later and my first bill, surprise; £35.
I call up customer service and after a lot of jargon (from Pashish, I think. The line was awful), they explain they have received an email stating they cannot change this, I will have to go back to the store.
(I also afterwards, try the online support, but then they tell me I have to phone up, so pretty useless all around. You have a 1.1/5 review score on customer service, I am not surprised.)

Instead of going into a store considering they have tried to sort out the issue before whilst I've been away, I call Liam and in the same hour, he apparently sorts this out again, explaining that I will receive a confirmation email and my next bill will be £5 to settle things; okay, I think. Fair enough.

Third time lucky? Don't think so.

No e-mail, and my o2 app still states £35 tariff with no clear bolt-on discount.

I've had enough, and time's ticking with this sale ending soon.
I feel like I should call back and see what's going on, but have lost all trust with the competency of the staff I have made the contract with. I don't think they know what they're doing.
As this is a sale contract, I feel this is a urgent matter, as that option for me will be running out quite soon; I trust someone has the sense to make the change and confirm this with me in writing and assurance that I will be refunded the amount I have been charged incorrectly, back to my account.

I will be taking this further if it is not amended to how I verbally agreed with Aimee or Liam in the Telford store:
In short, change my current 15gb/£35 (12m) to my wanted 15gb/£20 (12m) contract. Thank-you.

Yours Sincerely,

Ruth Snape.

-

Hopefully it will get sorted, as I just want a contract which seemed so simple to get in the first place.

Sorry if there was any editing confusion earlier, but I don't understand what you were attempting to do. Just tidying up.

Re: Confusing Contract Vicious Circle.

Cleoriff — Sat, 03 Feb 2018 15:57:40 GMT

No real problem about the editing @Anonymous I was replying to your additional edit and just type a bit slower than some....

Best of luck and I really hope you get it sorted.:smileywink:

Re: Confusing Contract Vicious Circle.

MI5 — Sat, 03 Feb 2018 15:29:34 GMT

They’ve had enough chances now for me.
I’d be looking elsewhere.

Re: Confusing Contract Vicious Circle.

jonsie — Sun, 04 Feb 2018 17:49:15 GMT

Please keep us updated and the best of luck with your complaint . I would also complain using Resolver on the complaints link. It will possibly be much quicker.

Re: Confusing Contract Vicious Circle.

Marjo — Mon, 05 Feb 2018 09:41:57 GMT

Hi @Anonymous, how are you getting on with the contract, have you had any progress since you last posted or are you still stuck? Sorry to read about the trouble you've been having with it. 😞 I'm going to drop you a quick PM (private message here on the forum) to get a few additional details to see if we can speed things up for you in any way.

Thanks for the tag @MI5.

Re: Confusing Contract Vicious Circle.

Anonymous — Mon, 05 Feb 2018 09:53:39 GMT

Still stuck, afraid.

Re: Confusing Contract Vicious Circle.

Anonymous — Mon, 05 Feb 2018 11:22:35 GMT

Right guys, finally have had recieved satisfactory solution as of 11am this morning through the complaints service.

Minor bad news first; they weren't able to uphold the discount offered as the system just wasn't having it.
Literally, computer says no.

Good news, they were able to uphold a 50% discount as a good faith offer through the entire 12m contract which begins again today.

So, very good conclusion on my part. It's just unfortunate it's taken this long to deal with.

I'll say that this chaos is concluded, but until I see that £0 (Paid £35 already, so, with a bit of logic, next month is already sorted) on my next month's bill, I'll hold my breath.
Thanks all involved. Have a nice day.

Re: Confusing Contract Vicious Circle.

Cleoriff — Mon, 05 Feb 2018 11:30:48 GMT

Thanks for updating us again @Anonymous. Keep watching out for that final refund...:smileywink: