Airtime Cancellation Debacle

[Leeshue]

Anyone else in the same predicament as me? I'll try to keep this to a nice list 😥

•  Last November, I had an email from O2 saying they were changing the pricing terms; and that i could cancel my airtime but CONTUNUE paying my device plan.
• I have 2 accounts, so made 2 separate calls requesting just that. I even made the operator repeat my request back to me, so I knew they understood.
• Instead of cancelling the airtime alone, each operator cancelled EVERYTHING.
• I subsequently receive 2 letters telling me i owe O2 around £1,800 for the 2 devices.
• I since wasted numerous hours on the phone trying to explain & get my device plans reinstated. 
• Here we are 2 months later, and I've managed to get O2 to set 1 of the 2 up. 
• I make a payment on the reinstated plan, and am told that the payment will fail, as I paid BEFORE the due date....even though O2 emailed me & asked me to pay it!
• When i called today,  to set up the other payment plan. I get through to the payment management team & speak to someone in the UK named Mohammed. He proceeds to tell me I owe them money (yeah, I know). We have a bit of a heated debate & i get put through to the 3rd department of the day.

It just seems that I'm trying my hardest to fix their mistake & give them money, but they are making it very difficult. I feel that i should invoice them for the hours wasted on the phone to them.

[Enlli]

Pity it's so much money otherwise I would say pay it off and have done with O2.

Your story of their incompetence is not unique.

The fact that Payment Management can't sort this lead me to think you may have to file an official complaint, wait the requisite 8 weeks then go to the Ombudsman.

https://www.o2.co.uk/how-to-complain

[pgn]

And note, @Leeshue - once a formal complaint is filed, your account is flagged and you will get very little support or assistance on anything on that account through normal O2 CS channels until the complaint process completes (or not, as seems more common from reports here on the community forum) after about 8 weeks as highlighted above. Good luck!

[Leeshue]

Thanks both. I've recently been through a formal complain with O2, that eventually went to the Ombudsman (about service degradation, to the point I cant make/receive calls in a 1 mile radius of home! - Hence why I cancelled). Both as "useful" as each other. Apparently I'm obliged to keep paying for a service they cant provide, as I'm outside of the cancellation period!

Was promised a payment plan would be set up for my other device, but still hasn't been done. I'm refusing to spend any more of my time on the phone to them, being passed around departments & trying my hardest to give them money.

They can come get it from me now.

[Enlli]

@Leeshue Unfortunately you can't cancel if you have reception problems near home as the Terms and Conditions on sign up specifically state you are not guaranteed reception everywhere.

At home WiFi Calling is available. It's designed for those places where there is WiFi but no phone signal. The 14 day rule is there to give you time to check reception and cancel if it is not up to spec.

The regulator will have taken all that into consideration 

[Leeshue]

I appreciate that, but it's a weird situation to be in "your service may degrade outside of your cancellation period to the point where you can't make calls....but you still owe us money every month".

At one point there were 13 masts in my town with issues. Not acceptable. NO ONE is entitled to my money in return for nothing. The T&C's need to be written in favour of the consumer. 

Anyway, rant over. EE FTW 😂

[madasaf1sh]

@Leeshue 

Good luck with EE, I have had issues with them over the years where in the end there billing platform was so FUBAR'd on one of the plans they offered with roaming didnt work... the let me and a bunch of my colleagues leave penalty free... this was after a lot of fighting and the ombudsman ruling in our favour after 6months;... 

EE are just as bad as well with just removing masts... 

But good luck..