Cancellation Notice Wording Not Appropriate

[welshsteve76]

Hi all,

As some of you may be aware, after almost 17 years as an O2 customer I recently made the difficult decision to leave O2 due to the contract prices with O2 being higher than elsewhere.

My number transfer is all complete and went through last Thursday (11th June).  Despite me ordering the new phone with my new supplier a few days before (on the 7th), my normal monthly notification came from O2 before I got my new phone activated.  So the change has come right at the crossover of my monthly bill (I get notification from O2 on the 10th of each month).

I have therefore had my monthly O2 notification and bill, however, I have had no notification from O2 that my pay monthly contract has been cancelled.  I had £51 left to pay on my device, will be £34 once they take the bill payment on the 24th. 

I have today received a letter from O2 regarding the termination of the contract, and I have to say the wording used on the letter really is not appropriate given the circumstances.

It is essentially worded like a red demand letter, which I think is just not right in my opinion.

It states

Quote: "The above amount will appear on your final bill no earlier than 14 days from the date of this notice of termination.  You must settle this amount no later than 14 days from the date of receipt of your final bill.  If you do not settle that amount before that date, it will be debited from your account or you should call us to make a payment."

It then goes on to say they will pass details on to debt collection agencies if payment is not made etc, which is wholely inappropriate given this termination was done using the correct procedures.

As I cannot access my billing online anymore, I assume I will receive the final bill in the post?  Can they just not take payment all in one go and close the account? 

What's everyone else's thoughts on this? 

Given I followed the correct procedures for this, I did not expect to get a letter of this tone in the post.

[MI5]

@welshsteve76 

Your final bill will include the cancellation fee.

As it's on the crossover, you may just pay this bill as normal and then get the final bill next month, but since O2 decided to immediately close customers MyO2 upon disconnection, your only way of checking is to wait for the email or call customer service Guide: Coronavirus Community Help and Support 

The best number to call on appears to be 0800 587 4005

[welshsteve76]

Sorry @MI5 Slightly changed my post now

[MI5]

@welshsteve76 

That is typical of O2 unfortunately and the wording does not surprise me.

Makes you feel vindicated in leaving eh?

As long as your direct debit is left in place, they will take the payment via that as normal, so no need to worry.

Keep an eye on your bank account for it going out at the normal time, and if it doesn't, call to pay it manually.

[welshsteve76]

@MI5  - It does a bit actually yeah 

Thanks for your advice

[MI5]

Best of luck mate

[Cleoriff]

They need to change their tone @welshsteve76!

The fact you are leaving should not generate a letter of that type.

Good luck anyway xx

[welshsteve76]

Thanks @Cleoriff  @MI5 

[madasaf1sh]

@Cleoriff @welshsteve76

It's done in that tone, as some people , the minority will cancel their contract, cancel all direct debits and then wonder why a debt collector is chasing them, so complain to o2, so they word in such a way it makes a point...

Unfortunately no one personalises letters any more, its just sent off to a printers to mail out.