on 15-11-2017 10:51
Hi, thanks @MercedesS
I emailed around 5 weeks ago requesting a copy of the call in which it was claimed that all regulatory info was provided over the phone in response to their orginal email. They said that they could offer another handset at this stage but they wouldnt budge on the contract length.
Since then I have been ignored, I emailed again 2-3 weeks after this chasing them up and I still havent had a response, so much for "Unparalleled Customer Service with access to some of the best telecom solutions" as stated on their website.
I see since I made my issues known that a few other people have had problems, as seen on social media and a few other sites.
So...what to do next?
on 15-11-2017 11:09
Just wanting to clarify a few things as well:
1-You mention a new deal in 2015, and that you were called this year. Did you actually agree to a new deal at this point?
2-Have you revisited Cit Advice since the last contact? What have they said re being misled or not being made aware of terms?
It might be worth going back and asking them about getting copies of the recording.
on 15-11-2017 11:19
I have considered going to Resolver yes, heard good things in the past
In regards to your questions -
1. Contact was made at the start of this year in March, they said that this new deal would be a discount on what I was paying, however as I had been with them for a while not realising that they were a seperate entity to 02 I said yes and didnt realise at the time.
2. Citizens Advice informed me of my rights under the Consumer Protection Regs, however AD quickly claimed that all regulatory info was mentioned over the phone during a call review. Citizens Advice then said that I could try resolving via the ADR scheme, however they dont appear to be a member of this...
Judging by how the last few months, I am not getting my hopes up in regards to resolving this. Just a hard lesson learnt which will prevent this from happening again.
15-11-2017 11:47 - edited 15-11-2017 11:48
I would definitely consider it.
You could also try a subject access request (SAR) - more information here:
You would need to submit in writing what you want (a copy of the call) when it was made/received (number, time and date). They then have 40 days to reply. All details on the link (not interesting reading, but useful). They may also say that there is a fee - usually £10, but no more than £50.
Oh, and Aerial Direct ARE on the ADR log on the Ofcom website! (Alphabetical listing here: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/adr-schemes)
Ultimately it depends on how far you are willing to push this.
If you want/need any more advice then post back, but also let us know how you get on so we can help others!
Edited to add - just read the first part of the Ofcom page - you need to go through complaints process first, to definitely try that.
on 15-11-2017 11:59
I must have missed their name on the ADR scheme. I have a few options to consider now on where to go which is what I was looking for, I havent yet decided if I am going to email AD once more as their silence is telling me all that I need to know.
I will see how I get on and report back.
15-11-2017 12:06 - edited 15-11-2017 12:11
on 17-11-2017 16:41
Thank you @django90 for coming back and let us know!
And of course, thanks so much to the rest of the community members that helped you
We hope to see you around
on 22-11-2017 17:02
I am sorry to see that you are still having problems with them. Unfortunately, you need to be dealing directly with them on this one. Since you have already raised a complaint to O2 and have been dealing with the Aerial managers directly too... not sure what else we could do for you
I will send you a private message with some info and fingers crossed