Good afternoon,
I am a new O2 customer. I was looking on the O2 site and was going to place an order but got distracted so I didn't complete it. I received a call the following day from O2 asking why I had decided not to complete my order. I told him why I hadn't and he asked me if I would like to discuss a deal now, I said ok and he proceeded to offer me a Samsung Galaxy Mini S3 on a £21.50 a month tariff plus a £3 data bolt on. He said the phone was free. He explained the tariff came with 300 mins and unlimited texts but should I require more I could change the tariff at a later date to any of the tariffs listed on the Webster.
Well I got the phone and gave it to the wife but I decided to cancel my Vodafone contract and use the O2 sim that came with the phone. I ordered a Micro Sim for my iPhone and was really pleased with the reception in my are as Vodafone had always been very poor, hence the reason I left.
I then realised that as I was going to be using this contract as my main line that I would have to up the tariff to get some more minutes and data. I looked at the tariffs and decided that an unlimited tariff would be best for me and was very happy to pay the £36 per month.
I called customer services to do this but was informed that the tariff I had been put on originally was in fact a bonus tariff and that I only had a choice of three, with the top one being 600 mins and unlimited texts for £26 per month and for 1gb of data I would have to pay £10 per month. So that's £36 for 600 mins, unlimited texts and 1gb of data! That in my opinion is a shocking deal and I was definitely not informed of this at the time of joining.
This deal is a lot more expensive than what I was paying before and I was getting a lot more for my money. I joined O2 in good faith, but overtime I have called customer services their attitude and willingness to help has been very disappointing to say the least. I want to UP my tariff, not downgrade it! You would have thought they would have been happy to help.
I have been told that had I not been a bonus tariff customer I could have any tariff I wanted, but I didn't ask to be a bonus customer. I think its very sad that O2 really couldn't care less and that the attitude is now they have me tied in for 24 months it is my problem and not their's.
I have tried e-mailing the complaints e-mail address 3 times but had no reply. I have written in to their complaints department also and no reply.
I'm sorry to go on I just think it's sad that O2 don't seem to care about their customers at all.
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