O2 or Aerial - who am I with? and why has my phone stopped working when I tried to ask O2 online?

[Anonymous]

My 02 contract was up for renewal and someone claiming to be from 02 phoned and offered me a new deal for 24 months. My contract now seems to be with Aerial but my bank Direct Debit is still with 02. Are they a bonafide company? Today they (Aerial) sent me a letter saying I'm due a monthly refund for not getting a new phone, and want my bank details including account no and sort code. Is this all OK? I tried getting help with an O2 online advisor but they couldn't help me and now my mobile phone has stopped working. Screen looks fine but I cannot send or receive calls or texts since asking for help!!!

[MI5]

They have been discussed here before and I believe they are a business reseller for O2 accounts.

http://www.aerial-telephones.co.uk/aerial/

[jonsie]

Have a look at a couple of threads on here.

http://community.o2.co.uk/t5/Discussions-Feedback/Are-Aerial-Communications-Legit/m-p/438606/highlig...

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Status-of-O2-business-partners/m-p/396710...

[Anonymous]

Thanks, that's what O2 advisor told me, that they were a "retail partner". I just think it is odd they are asking me for my mobile number, bank account and sort code number as well as name of bank.  I pay them by Direct Debit every month, surely they could just reduce my DD. Has anyone else had the same experience?

[perksie]

You must be a business customer, they are an O2 Partner:

http://www.o2.co.uk/business/how-to-buy/partners

[Anonymous]

 I don't have a business, it's just my own personal phone, but you are right they have given me a "business account" and I'm not happy with them at all - I can't make head nor tail of my bills now and they are a lot more than they told me they would be. I signed up for 24 months - does anyone know if I can cancel. I was happy with O2, I'd never have changed company if they hadn't hoodwinked me into thinking I was still with O2!

[MI5]

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@Anonymous wrote:

Thanks, that's what O2 advisor told me, that they were a "retail partner". I just think it is odd they are asking me for my mobile number, bank account and sort code number as well as name of bank.  I pay them by Direct Debit every month, surely they could just reduce my DD. Has anyone else had the same experience?

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I would call them myself using the contact details you know to be correct and not trust a cold call from them.... As you say, "they" should know your details already....

[jonsie]

Personally I would never give out bank details over the phone unless 100% sure the call is legitimate.

[perksie]

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@Anonymous wrote:

 I don't have a business, it's just my own personal phone, but you are right they have given me a "business account" and I'm not happy with them at all - I can't make head nor tail of my bills now and they are a lot more than they told me they would be. I signed up for 24 months - does anyone know if I can cancel. I was happy with O2, I'd never have changed company if they hadn't hoodwinked me into thinking I was still with O2!

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They have no right to push you onto a business account.

If you didn't ask for a business account make a formal complaint and hopefully you'll get this sorted out:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=13668

[Anonymous]

OK so I've tried to complain to O2 but just got passed from pillar to post by O2 online chat and they eventually just ignored me, so I went into the O2 store yesterday and the person there said O2 have passed my details to this Aerial company and they are a retail partner.  Today I tried to send Aerial this e-mail with the address they gave me and guess what, I got a message saying "no such e-mail address exists" I tried to phone Aerial with the number they provided me with and I got a message saying no such number exists. Here is a copy of the e-mail I tried to send them which cannot be delivered, it explains it all. I am now seriously worried !!!! I am also very angry O2 has sold me down the river after about 6 years of me being a loyal customer!

Dear Sirs,

I have received a cheque for £5 from you and a letter asking me to supply you with my bank account details so you can refund me via standing order with a monthly discount.

Why do you need my bank details when I already pay O2 by direct debit, and O2 already have all my bank details.

When I rang the number you supplied to discuss this with you I got a message telling me that the number is not recognised. When I logged into the website address you supplied me with to register my bank details I got a popup message which said

"You are about to log in to the site "aerial-direct.co.uk" with the username "standingorder", but the website does not require authentication. This may be an attempt to trick you."

Is "aerial-direct.co.uk" the site you want to visit?

You state in the letter than I can reply by filling in the form and returning it in the pre-paid envelope provided. The envelope you provided is a window envelope with no address on it and I can't see any sign of it being pre-paid. It only gives your address on the reverse flat as "if undelivered please return to"

Alarm bells are screaming at me here, on top of which when I signed up with you for 24 months in July, I was led to believe my account was with O2 not Aerial (whom I've never heard of). You have also put me on a business contract when my phone is my own personal phone, I do not have a business.

If you owe me money, why can't you just deduct it from my Direct Debit amount I pay you every month or send me another cheque. I am not sending my bank details so someone I cannot trust and don't know anything about.