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!!!

[Cleoriff]

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@Toby wrote:

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@MI5 wrote:
Bottom of page 20

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This is page 7 for me haha, so I dont know where this is

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Let me assist you......

[Toby]

Oooooh I thought MI5 was saying he knew I had already replied. I thought you were some kind of clairvoyant

[MI5]

You were in there like a ferret up a drain pipe

[Toby]

Never been compared to a ferret before but I'll take it 😉

Myself and @Anonymous shall talk about this and sort it out.

[jonsie]

@Toby I realise that this isn't part of your job remit but is anything actually being done to stop these cases of misselling business accounts on 3 year contracts to consumers who neither need nor want a business account?

[Cleoriff]

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@jonsie wrote:

@Toby I realise that this isn't part of your job remit but is anything actually being done to stop these cases of misselling business accounts on 3 year contracts to consumers who neither need nor want a business account?

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I agree, this is really the crux of the whole issue. It is immoral at best and makes a total mockery of the title 'Trusted Partner'. By default it then sullies O2's reputation in my opinion

[adamtemp64]

I am appalled that this is still allowed it is as if o2 actually condone the practise ! 

Just found out my coworker had this happen in the past, as they just called him again to change tariff and he had them in his contacts and assumed they were o2 and not a reseller ! Only when I mentioned aerial did he say he had a text welcoming him to aerial some minutes after the call !!

[jonsie]

It seems almost impossible to get away from them once they have misled you into taking out a contract. Unfortunately they are very good at what they do. Missell, mislead and take you for a fortune. O2 should be ashamed to include this company amongst their trusted partners. It is nothing short of disgraceful to condone their business practice.

[Toby]

Hi guys,

Each and every instance we see here helps to improve things. Aerial are always completely open to reviewing each instance we see here on the community and make sure to fully investigate and rectify any problems. We will continues to do this tirelessly along with Aerial to ensure things keep getting better and better.

[MI5]

Could Aerial not do this with the customer initially rather than having to involve you guys though Toby?