Solved: Can't get out of accidental contract I was ADVISED...

Anonymous · ‎24-09-2013

I had a £37 a month contract and after the time was up, I asked an advisor online what's the cheapest thing to change to; a sim-only £8 a month. I was told to order through the online shop. I wanted to keep my original number but that wasn't an option when ordering. I thought there must be a way to change my contract through their system but I assumed an advisor would know better than me so I ordered. I was billed £37 AND £8, and then realised I accidentally bought another contract, and the sim had sent to my old address.

After explaining this to another online advisor a month later he said "Oh, well that's easy! I'll change your £37 to an £8 right now". (should've been done in the first place!!) So he did that but if I wanted to cancel the unintended £8 contract I'd have to pay £78.80. ?!?! What. Absolutely ridiculous.

Since this is O2's fault in advising another ontract when CLEARLY that wasn't intended! Is there some way to not pay the cancellation fee. I've not activated or used the number. I'm going to read the terms and conditions I guess... then go instore and explain...

p.s. the O2 staff are really nice to talk to, and helpful. In this case it's the system.

adamtemp64 · ‎24-09-2013

Unfortunately you went past the cooling off period as the day after dispatch the contract started even though you did not activate or use the sim.

You may have to get the complaints review service involved to resolve this.

See how to complain on the o2 home page. http://www.o2.co.uk/support/consumer-and-complaints-code-of-practice

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Anonymous · ‎24-09-2013

You have a 7 day, (10 working) get out of "jail" clause, when you enter any financial contract.

So when did all this happen

Also use the online chat to talk to the team, at the end of the session you can email the transcript to yourself, handy if you ask for things like,

"will my price rise in the next 12 months..... "

adamtemp64 · ‎24-09-2013

Unfortunately you went past the cooling off period as the day after dispatch the contract started even though you did not activate or use the sim.

You may have to get the complaints review service involved to resolve this.

See how to complain on the o2 home page. http://www.o2.co.uk/support/consumer-and-complaints-code-of-practice

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Anonymous · ‎29-09-2013

Thanks, I rang 202 to cancel the 'upgraded' old account as I was still in the cooling off period as you said, but now it's a few days later and I don't think it's cancelled. I put in the sim for the new account (which has a new number according to myO2) and it's using the 'upgraded' old number. *confused*

Still think I have 2 accounts :'( going to cry in store until they sort it out. Sick of live chat and phoning.

O2

Can't get out of accidental contract I was ADVISED to get