topic Re: Changing tariff in Pay Monthly

Changing tariff

David85 — Mon, 25 Jun 2018 21:00:39 GMT

So my contract cane to an end last week so I decided to switch to a sim only deal, I contacted via live chat and agreed to a sim only deal. I was told it would be active the next day
Next day comes and it wasn’t active, they told me my order was out of stock, I told them I just switched tariff I don’t need a new sim. Anyway after a week of back and forth trying to get this resolved, being promised someone would call or email again and again and nothing, Saturday I called and was told it would be sorted on Monday and he would call me to confirm. I didn’t receive a call so went back on live chat and found out my order has now been cancelled, I’ve also been told I cannot quit o2 because I took out the new contract

I just can’t make sense of this, they haven’t given me the new sim only deal, they cancelled it, and now I can’t leave o2?

The only thing I can do is just cancel my direct debit, but then I’ll get bad credit markers which I don’t want. Has anyone had this happen to them?

I’ve spent hours on the phone and live chat, they always just say they have escalated the issue and will call me and then don’t. I feel a bit trapped here!

Re: Changing tariff

MI5 — Mon, 25 Jun 2018 21:04:34 GMT

@Marjo @EmilieT

One for your Guru ?

Re: Changing tariff

Anonymous — Mon, 25 Jun 2018 21:17:31 GMT

@David85 It should have only been a tariff switch on their computer system but they certainly have messed up

Re: Changing tariff

Bambino — Mon, 25 Jun 2018 21:29:58 GMT

@David85 We never advise anyone to do anything account related via Live Chat. I know you've said you have also been on the phone with no result either. Other than trying again to call and hopefully get a sympathetic ear at the other end, maybe you should call into an O2 store, if you have one nearby. They would be able to call customer service on your behalf to try to sort this out. Do you have transcripts of the Live Chat conversations? That would be a help to you too.

Re: Changing tariff

David85 — Mon, 25 Jun 2018 21:37:38 GMT

I don't have a transcript, Unless are they stored somewhere?

The last advisor's supervisor said they could process it again as a new order then when I receive the sim card, contact them to cancel my current contract and change my number to the new one?

I said no to this, they managed to mess up a very simple change, so I didn't fancy my chances with this, I was also told i would be charged twice but it would be refunded.

I'm so confused as to why I couldn't just change my contract. I really want to leave o2 now, but I also don't want to spend another hour on the phone. They always promise they can fix it if I give them 24 hours, but then I never hear back, contact them again and it just repeats.

I don't live near a store unfortunately, but may have to visit one this weekend. I've been with o2 for over 10 years now, but I really just want to be done with o2 now so much of the past week has gone on resolving this.

Re: Changing tariff

Bambino — Mon, 25 Jun 2018 21:44:41 GMT

@David85 Live Chat should have the transcripts. We sympathise with your problem, but we are all customers like yourself, so there isn't much we can do. You'll have to persevere with customer service. Might be worth a trip to the O2 store. Our community admin have also been tagged in, so maybe they can offer some assistance when they log in, but that probably won't be until tomorrow.

I know you're frustrated with recent events, but if you do want to leave O2, make sure any new provider you might be considering can give you good signal coverage before you move. Best of luck. Hope you get this sorted soon.

Re: Changing tariff

MI5 — Mon, 25 Jun 2018 21:45:10 GMT

@MI5 wrote:
@Marjo @EmilieT
One for your Guru ?

Also, do O2 actually have a quality department that investigates and root causes issues such as this?

If not, I can see why there's no learning and why such simple jobs go so wrong, so often!

Re: Changing tariff

David85 — Mon, 25 Jun 2018 21:47:50 GMT

Yeah, I think I want to go to EE, they have the same deal minus a netflix trial which i'm not too worried about, their coverage looks good and no one I know that uses them has received this level of service as I have with o2. I would even take worse signal coverage at this point just to get away from o2.

Re: Changing tariff

Bambino — Tue, 26 Jun 2018 03:17:12 GMT

@David85 If you feel that unhappy about the current situation, then you need to go with how you feel. We can give you our opinions, but ultimately the choice is yours, and only you can decide what that choice is. Good luck whichever way you choose to go.

Re: Changing tariff

EmilieT — Tue, 26 Jun 2018 08:46:45 GMT

Thanks @MI5 for the mention, and everyone else for helping out!

@David85 I'm sorry you've been stuck in this situation for a few days now I'm sending you a PM now to get some more details around this and see if we can do anything on our end to help sort things out.

Re: Changing tariff

David85 — Tue, 26 Jun 2018 14:22:13 GMT

Someone actually called me!

But not good news. Apparently my order has been canceled, but hasn't yet been canceled "properly" I "May" (In my experiences means definetly will) Be charged if I leave.

I was told I couldn't receive a Pac code to leave until I wait 5 days for the order to be canceled, However I received one earlier today via text, so unsure why she said that.

So basically the only resolution I can see is to cancel my direct debit and move to another provider.

Re: Changing tariff

Anonymous — Tue, 26 Jun 2018 14:52:44 GMT

@David85 Cancelling your direct debit is the worse thing you can do. Cancel your contract the proper way with the pac code

Re: Changing tariff

Bambino — Tue, 26 Jun 2018 14:57:37 GMT

@David85 DO NOT cancel your Direct Debit. Use your PAC, which will cancel your contract, but leave the DD in place until you see a zero bill. We've seen nightmare scenarios of people canceling DD's before the account is closed, and finding negative marks on their credit rating because of a non payment of a piddly amount. Just leave the DD in place for now.

Re: Changing tariff

David85 — Tue, 26 Jun 2018 15:05:52 GMT

I will be using my pac code to cancel, But the lady on the phone informed me that they may still charge me for the new contract which was never activated. As this would mean spending more time on the phone to people re explaining the whole situation again I've decided to just cancel the direct debit too just to be sure I'm done with them

Re: Changing tariff

Bambino — Tue, 26 Jun 2018 15:14:55 GMT

@David85 You're making a big mistake. Please do not cancel your Direct Debit until this issue is resolved. If you cancel, and you are billed, and you don't pay, O2 will turn your non payment over to a debt collection agency, and you will be entering a world of trouble. If the money is taken in error by DD, it will be refunded when you go through the proper process, but you will be creating enormous problems for yourself if you go ahead with canceling the DD.

Re: Changing tariff

David85 — Tue, 26 Jun 2018 15:16:22 GMT

Thank you for your concern. But i'd rather a debt collection agency and a court date than another hour on the phone to o2

Re: Changing tariff

David85 — Tue, 26 Jun 2018 15:19:43 GMT

I was told that after using my pac code they would likely charge me for the new contract they never implimented and then choose to cancel, If they do charge me I would need to contact them to try and get a refund...I'm not up for that!

Just as a side note, I worked out I was with o2 for 16 years! Crazy. So hard to get a new customer, so easy to keep hold of them...A lesson o2 will hopefully learnt.

Just signed with Vodafone. Will have a sim tomorrow!

Re: Changing tariff

Bambino — Tue, 26 Jun 2018 15:22:30 GMT

@David85. It's not just a debt collection agency and a court date. It's also a negative mark on your credit rating, which will prevent you from taking out a contract for anything else, getting a loan to buy a car, or even getting a mortgage. If you want to take that risk, that's your decision. All I can do is warn you of the pitfalls, and I'm sure others here will back what I've said. Your choice.

Re: Changing tariff

Anonymous — Tue, 26 Jun 2018 15:25:21 GMT

@David85 You are making a massive mistake. They will put a default on your credit score which will stay for 6 years & you will have trouble in the future if you try to apply for a new contract or mortgage etc

Re: Changing tariff

David85 — Tue, 26 Jun 2018 15:25:37 GMT

I'm fully aware, And you need not warn me, I am 100% aware.

I have made o2 aware on my last phone call. I am not under contract with them.

You are 100% correct that they will likely do this. I am not concerned, no need to warn me further. I'll happyly have a rotten credit score, baliffs and court dates over talking to them one more time on the phone.

Again, thank you for your concern.