18-12-2015 21:28
18-12-2015 21:28
Sorry, this is a bit long, but I'd like to offer this case as warning to other customers.
We used to have a business phone account, with three family members using it, SIM only. On the 19th May 2014, we went to an O2 store to swap to three individual accounts. The store assured us that they
would take care of everything. We had three new SIM, with temporary numbers. We then transferred the
numbers, from the old account to the new accounts. I believe we made it clear during the phone
conversation, we were moving to personal accounts. I had wondered for some time why our bill was so high,
but never got round to investigate, until I mentioned it to my daughter and the mistake was relieved. We did try to contact O2, but as it had been a business account, we had to call Mon-Fri 9-5. I've only had time to do it now, as I'm off ill from work. It transpired that all the bills are in fact personal accounts. I have now spent some time talking to O2 and they have informed me that it was my responsibility to cancel. This is contrary to what we were told in store and I believe it would have been obvious during our call to transfer the numbers to the new SIM's. I'm sure they'll have a recording of the call on their system. They have refused, point blank to
refund anything, hence my complaint. We have now been paying an additional bill for an account we have
no numbers for. This over charge is currently in excess of £1,200.00.
You have been warned!
19-12-2015 11:16
19-12-2015 17:16
19-12-2015 17:58
19-12-2015 17:58
Be aware they won't refund you if the direct debits were set up correctly for active accounts. This is something you need to sort out with o2 not your bank.
http://www.directdebit.co.uk/DirectDebitExplained/Pages/DirectDebitGuarantee.aspx
Direct Debit Guarantee
Your rights
Organisations using the Direct Debit Scheme go through a careful vetting process before they're authorised, and are closely monitored by the banking industry. The efficiency and security of Direct Debit is monitored and protected by your own bank or building society.
The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there is an error in the payment of your Direct Debit*.
Direct Debit Guarantee
* The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.
You need to prove that o2 set up the direct debit in error. The biggest issue you have is that it has taken months for you to address the issue. Not a banking error, not an o2 error whereby you took out additional contracts. An error by shop personnel but compounded by yourself. However, I wish you all the luck in the world sorting this out.
22-12-2015 17:58
22-12-2015 18:20
22-12-2015 18:20
22-12-2015 18:36
22-12-2015 18:36
Expensive whichever way you look at it and though £250 doesn't nearly come close to covering it, it's still a chunk of money. Accept that and see what the complaint brings.
22-12-2015 19:10
22-12-2015 19:10
22-12-2015 19:16
22-12-2015 19:16
Be interesting to know whether the supervisor made a record of that £250 offer on your notes/account?
Veritas Numquam Perit
22-12-2015 19:23
22-12-2015 19:23
Problem being that the offer may be withdrawn and the complaint review service may offer nothing. Can you see them refunding £1200? No, me neither!
Ultimately blame can be apportioned to both the OP and O2 but sometimes you need to take what's on offer. Difficult choice that only the OP can decide on.
23-12-2015 08:05
23-12-2015 08:05
it would be interesting to see if o2 how many signed contracts they have, as it sounds like there are 4 set up.
if they can only provide evidence of 3 (the individual) then that would give proof that the 4th was set up without consent and thus the OP is entitled to challenge the DD set up...
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