Mis-sold upgraded phone

[Anonymous]

I replied to an email sent to me from o2 quoting my account and advising me I qualified for an upgraded phone . After going through the correct format of questions I paid the initial payment and agreed to the newer phone. I was on sim only before upgrading and I wanted to enter a new contract in order to get the new phone in monthly instalments however the process tricked me into engaging into a totally new contract with for some reason another, different number. I went into a local o2 store to reconfirm my purchase and to ensure I’d got the correct contract and phone. I received my phone and got started , disguarding the new sim as I had my old one with all my contacts , After my first bill came in with an extra charge I questioned it again in store whereby they advised me there that I had 2 numbers attached to my account. Bizzare ... I thought as I at no time wanted a second line , I’ve been charged a few months for this conned , unused, unwanted number but still haven’t been refunded the amount . Beware of this trickery into upgrading and quite frankly don’t purchase phone contracts through o2’s emails , go into the store which is what I’ll do in future. I’ve been with o2 for many years and this shouldn’t be how you treat such loyal customers . Much annoyed and still out of pocket !! N

[MI5 · Accepted solution]

Hi @Anonymous

You need to make an official complaint here https://www.o2.co.uk/how-to-complain

What's happened is that you have a new contract, not an upgrade and if noticed soon enough you could have cancelled within the 14 day period.

Anyway, now, you can migrate your old number to the new contract and cancel your old one so you are still only paying for one contract.

Customer services can help you with this if you call 202, but do make the complaint so it's officially recorded for you.

Advice on keeping your number here https://www.o2.co.uk/help/phones-sims-and-devices/how-to-keep-your-mobile-number

[jonsie]

The email should have asked if you wanted to keep the same number if it didn't this needs to be fed back @Marjo please. That would have stopped two contracts being open.