topic Re: Ombudsman Complaint in Discussions & Feedback

Ombudsman Complaint

Anonymous — Wed, 15 Mar 2017 16:15:04 GMT

Can anyone give me some advice with this please

Phone Breaks, I send it back to apple and organise a prepay phone to use temporary via O2 web chat, I was (still am) on contract with o2 so was just going to stick my sim in the new handset.

Had the most difficult time in the o2 store, I was refused the phone because I didn't have the 4 digit code that was required for a £29.99 phone, I appreciate this is process however was unhappy with this, however the manager was fine with cancelling the phone order with me and reissuing the same handset but for £39.99 with a £10 airtime top up, this was not required as I explained it was short term - I said this process is ridiculous and the manager replied with ''that is your opinion'', I then said ''I can't believe you're a manager'' and he asked me to leave stating ''I will not serve the likes of you''.

O2 were quick to offer an apology and £50 goodwill gesture, but I no longer want to be a customer so I thought what was fair is that I just pay the phone cost until end of my contract and they would waive the airtime fee's, this was denied, I still signed up with another provider as the principal is I don't want to be with a company that discriminates as it did that day. I had no choice but to take this to the Ombudsman and after months of investigation they stated that I should be allowed to leave due to the poor service I've received and now o2 have challenged it which will add another 6 weeks.

The whole thing is a complete waste of time, I'm seeking legal advice but wondered anyone else taken o2 to the ombudsman and then experienced o2 challenging the ombudsman on its decision, what happened etc? Shall I just give up and pay the full cancellation fee, I just don't see why o2 should give me really poor customer service, offending me in the process and making a profit from it.

Re: Ombudsman Complaint

MI5 — Wed, 15 Mar 2017 15:58:46 GMT

Not had or heard of anything like that with the Ombudsman before but what was O2's reason to deny you cancellation and on what grounds are they challenging the Ombudsman decision?

Re: Ombudsman Complaint

Anonymous — Wed, 15 Mar 2017 16:20:51 GMT

When i made my demands to o2 after they offered £50 and an apology, the complaints adviser emailed and said that this was in o2 opinion the best I'd get and issued me with a final stance letter which I could then go to the ombudsman.

I'm unsure on what grounds, the email from the ombudsman states that o2 has challenged its proposal to terminate my contract waiving all the airtime fees and for me to just pay for the phone and states they will review the representations and get back to me in the next 6 weeks.

Re: Ombudsman Complaint

MI5 — Wed, 15 Mar 2017 16:23:37 GMT

Are you on a "Refresh" contract?

Re: Ombudsman Complaint

Anonymous — Wed, 15 Mar 2017 16:26:55 GMT

HI MI5, no I'm not a refresh tariff, I took the phone out through a uswitch offer with mobiles.co.uk.

Re: Ombudsman Complaint

MI5 — Wed, 15 Mar 2017 16:31:08 GMT

Ah, that's probably why they refused then.....

Re: Ombudsman Complaint

Anonymous — Wed, 15 Mar 2017 16:41:56 GMT

Ah ok, I'll just call them and close it an pay them what they want, Thanks for your help

Re: Ombudsman Complaint

MI5 — Wed, 15 Mar 2017 18:01:46 GMT

That's probably your best option.
The phone will be yours to continue using or sell on and you'll be free of any other bills.
Just make sure you follow it up a month later to make sure they do cancel the account - some further help here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/highlight/true#M56526