topic Re: Right to cancel.... A right nightmare... Please someone restore my confidence in Pay Monthly

Right to cancel.... A right nightmare... Please someone restore my confidence

Itsalive1978 — Wed, 20 Nov 2024 16:38:02 GMT

Afternoon all, long story short over the last few days days I have been receiving the change to service emails stating things are changing and that I have the right to cancel my contracts and either get rid of the airtime element of them and maintain paying off the device plans or cancel altogether.

I contacted customer sercives last night and went through the process with the adviser, on multiple occassions I repreated that I wanted to maintain the device plans and cancel the airtime, the advisor confirmed my requests and completed this, or so I thought.

Woke up this morning to a number of emails from o2 with final device bills for each handset - I'm the main account holder for myself and 2 teenagers so we have 3 devices and an apple watch... this prompted a rather lengthy call to customer service again (47 minutes) to explain the situation etc.. to be told the advisor last night has processed my request incorrectly hence the bills being generated, also I have been advised that they cant be reinstated, I will have to now wait till Decemebr 3rd and I will then be contacted by a customer advisor to sort things out with the finance depart????

2 questions really, is anyone else having these issues and are there any moderators / advisors that could reach out to me with a solution that fills me with the confidence that everything will actually be ok, and that o2 wont attempt to take the best part of £2.5k out of my account pre christmas.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

MI5 — Wed, 20 Nov 2024 16:41:27 GMT

@Itsalive1978

In cases such as this, we have been advised to direct customers to payment management to sort out.

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Itsalive1978 — Wed, 20 Nov 2024 19:16:41 GMT

after 2hrs 12 minutes on a call to payment management one of the managers hung up on me, he didnt seem to understand customers services in anyway, that was after I had been speaking to his colleague for the best part of 1 hour 45 minutes and she had been praising me for being such a nice and understanding customer.

If anyone that has cancelled their airtime portion, could I ask have you been put on some sort of payment plan where you can no longer pay by direct debit and then have to call o2 every month to pay the monthly portion of the device plan? Is it reasonable to expect me to call them once a month for the next 32 months?

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Enlli — Wed, 20 Nov 2024 19:41:40 GMT

That sounds like complete bull.

Once again O2 introduces something then screws up on the implementation.

Let's see what our community manager has to offer.

@Dave-O2 what do you make of this?

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Dave-O2 — Thu, 21 Nov 2024 13:02:27 GMT

Thanks for the tag @Enlli

@Itsalive1978 I'm getting this checked out, once I have more to share I'll be in touch 👍

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Paul820 — Sat, 30 Nov 2024 14:53:11 GMT

Hi, I'm hoping you can help me with this also. I also received the email about the terms & conditions changes and I called on the 26th, I asked to cancel the airtime but keep the device plan on my account but the advisor has cancelled the whole thing and I'm now receiving letters asking for payment of the whole device plan.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Enlli — Sat, 30 Nov 2024 14:58:35 GMT

We have been told to pass people over to Payment Management in such cases

You can get in touch with our Payment Management team on 0800 902 0217 who’ll find a solution that’s right for you.

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Paul820 — Sat, 30 Nov 2024 18:44:23 GMT

Thanks. I've been in touch with them and they have said I'll be most likely be put onto a payment plan the same plan that financial difficulties customers are put on, it's sounds more than ridiculous that due to their mistake I'll be put onto one of them, I'm also scared about the impact this will have on my credit file. We'll see what happens.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Itsalive1978 — Mon, 02 Dec 2024 16:03:46 GMT

Hi @Dave-O2 any luck with this.... I've been on the phone for about 6hrs now trying to sort this out...the payment dates on the invoices for the wrongly cancelled devices all state payment due 3rd December.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Itsalive1978 — Mon, 02 Dec 2024 16:18:32 GMT

also can anyone confirm how when the payment management plans are setup how do we pay them? Im being told i have to phone up every month - i have 32 months remaining on 1 of my device plans so I have to call 32 more times?

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

MI5 — Mon, 02 Dec 2024 16:26:54 GMT

@Itsalive1978

You should be able to pay by direct debit as mormal.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Itsalive1978 — Mon, 02 Dec 2024 16:50:08 GMT

That what I thought......but in good old o2 fashion if you dont have an airtime plan and they have cancelled the device plans in error DD's cant be setup....... Its very much like they have screwed up and the lady in the complaints team says their advisor has screwed up but they dont want to really ressolve it and I'm speaking to these advisors and Im being really understanding and polite and I sort of accept things sometimes go wrong .......but after 6hrs and counting im loosing the will to live

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Itsalive1978 — Mon, 02 Dec 2024 16:53:24 GMT

and to top it off, since the airtime and device plans have been cancelled i can see nothing in my o2 account, again im told it is what it is in effect.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

MI5 — Mon, 02 Dec 2024 17:03:19 GMT

Standard these days @Itsalive1978

Everyone would be much better off moving to a different network before their contracts get screwed up.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Dave-O2 — Mon, 02 Dec 2024 17:59:24 GMT

Hey @Itsalive1978

I'm still awaiting further details on this, however, after today I'm on leave until the New Year.

@Kei-M_O2 When we get an update on the above, can you please reach out to @Itsalive1978

Thanks 😊

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Paul820 — Wed, 04 Dec 2024 13:10:29 GMT

Hello. Have you heard anything back? I have had to call them today again about it as after my last call I was promised a call back and it hasn't came through.

The advisor today told me that the person I spoke to last week should have sent an email to upper management and after she did some investigation on my account she had saw that they have sent that email and that I should have received a call back from the upper management about what's happening, she has sent this email again so I'm stuck in a waiting game again.

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Oxonian — Fri, 06 Dec 2024 18:15:47 GMT

@Paul820

If that message is aimed at @Kei-M_O2, you need to tag him thus. However, I doubt that you will hear from him before Monday at the earliest. 👍

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Dave-O2 — Mon, 06 Jan 2025 16:49:52 GMT

Hello @Itsalive1978

Just following up on this query.

If this is still ongoing, can you please drop me a PM with the mobile number that was linked to the account and your contact number?

Thanks 👍

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Itsalive1978 — Wed, 15 Jan 2025 14:53:28 GMT

@Dave-O2 ...... thanks for getting back intouch, a payment plan has finally been setup on the 2nd of January....This saga started on the 20th Novemeber 2024.

O2 have passed the debt on to Moorcroft debt recovery also, despite there being a payment plan in place, O2 accept this was passed on in error and would recall it, they were meant to recall it on 4th January, I have spoken to Moorcroft debt recovery again yesterday who advise me that no one from O2 has actioned this yet.

Moorcroft have placed this on hold awaiting further information from O2 - they did make the comment that they have seen a spike in this recently from O2.

Are you able to do anything?

Re: Right to cancel.... A right nightmare... Please someone restore my confidence

Dave-O2 — Thu, 16 Jan 2025 11:09:12 GMT

Morning @Itsalive1978

Thanks for getting back to me, and I'm sorry to hear about the ongoing issues.

Please drop me a PM with your details and I'll see what i can do 👍