Hello,
I took out a 12 month contract with O2 in November 2023. I received the following email in April:
Hi,
Urgent reminder about your O2 account
We’ve been trying to contact you about your mobile services. We’re changing our billing system and, as a result, we’ll no longer be able to provide you with mobile services. Please call us urgently on 202 to discuss your options.
Please call us as soon as possible on 0808 281 6956 (Monday - Friday 10am to 7pm), free from your O2 mobile, on 202 or dial 0344 809 0202.
If we don’t hear from you by [15/05/2024], your SIM and mobile number will stop working. Any additional paid services, such as device insurance, O2 Extended Warranty or subscriptions you may have, will also terminate at this time.
If you decide to leave us before [15/05/2024] and want to keep your mobile phone number, please call us on 202 to get your PAC, which will be valid until your O2 mobile number is disconnected. But we’d love you to stay! Whatever you decide to do, we’ll waive any early termination charges, which means that we’ll pay off your current device plan for you. Please call us on 0808 281 6956 to discuss your options. We’re here to help.
Thanks,
O2
I contacted O2 as requested and after being transferred to the new payment system, I was told that O2 could no longer honour my contract and it would have to increase the monthly cost. I was disgusted as this was only 5 months into the contract. I requested a pac code and duly transferred to Smarty.
Since then I have been billed once more but today I have received a bill for the remaining amount of the contract.
I have tried to contact the O2 legacy team and spent over an hour and a half on hold without success. I have contacted 202 only to be told that they cannot access the account and I would have to contact the legacy team who are not answering the phone. There is no one to email, and I cannot access the account as it has disappeared from my O2.
I am appalled that firstly O2 have broken my contract, secondly I have been billed a termination charge when the email clearly states that would not happen and thirdly that the legacy department are not answering the phone.
Just an additional point that I raised a complaint about the breaking of the contract and guess what, no one has been in touch. What a disgusting way to treat customers.
