Really hoping you can help. I really need your assistance.
In December 2011 I took out a lease contract with O2 for a 16gb iPhone 4S. I used this phone for a year, without fault and continued to look after it. When it came to return the phone in December 2012, I went into O2 Taunton and returned the phone, to be advised by a manager that the phone was in perfect working order and all that was required was for O2 to send it back. As part of the lease contract, if the phone was damaged or not working, I would be charged. As far as I was concerned and O2 Taunton were concerned, the phone had no faults.
6 months later to my surprise, I received a letter from O2 stating that the phone was category D damaged and I was required to pay £200 (roughly) for this. Extremely angry, I spoke to O2 on the 21/6/2013 and they had no note on my account of the charges. The lady I spoke to, Sarah, told me to ignore the letter and I will not be charged. I have her staff ID which she was happy to give me.
Thinking this was the end, I then felt fairly relaxed. Then, on the 21/07/2013, I received a bank statement stating the O2 had tried to take £200 from my account!! Seething with anger, I called O2 to advise them that not only had a store member of staff advised that the phone was in perfect working order, but also I head office member had said to ignore the letters and that I won't be charged!!
A category D fault basically renders the phone useless. The only greater category is E which is to not return the phone at all. The phone was fully functioning and I was still using it before I returned it!! Every function of this phone was performing as it should before I returned it to O2. If it was a Cat D, I would have used the insurance I had to replace it!! Because it apparently wouldn't have functioned!!
Please help. Surely they are in no position to charge me....it is ludicrous. The phone is faultless and they are trying to charge me 6 months after returning a phone and after being told it was in perfect working order!!
Regards, Nicola Melville.
