Let me start from the beginning again . My wife took out an iPhone 3G contract with O2 last year, which was for a year and the tarif about £35pcm. Soon after we visited the O2 shop in our area to upgrade my contract and my wife was advised by the sales assistant that she should change her contract, which was a personal/residential contract to a business contract, paying a higher tarif which is about £50 and the contract would be for 2 years as opposed to her yearly contract, but would get a free upgrade after the first year.
When her first year of the contract was completed, my wife went back to the O2 shop to ask for her upgrade and was told that O2 had changed the terms of her contract and she would have to pay £150 for an upgrade to an iPhone4. There was no option of a 3Gs. Of course my wife complained, but the O2 sales assistant said that she would have to call customer services and remarked that if she was a customer she would complain also.
Having spent several hours in total, speaking with a number of different people at O2's customer service, my wife was told that O2 had changed 'legally' its terms and that again, my wife would have to pay £150 to upgrade to an iPhone4. I must point out, that generally, the people in customer services proved to be rude and aggressive, adopting an attitude of 'there's nothing you can do about it, so go away'.
In addition to phoning customer services, my wife also registered her complaint via O2's online email form, to which replies were to phone customer services upgrade team, which she had already spoken to. When this was pointed out via email, my wife was again instructed to call O2's retention team, given the same phone number. Each time my wife was told the same story that O2 has changed its terms and that my wife would have to pay £150 to upgrade to an iPhone4. It was also pointed out that the definition of an upgrade in her contract didn't necessarily mean an iPhone upgrade, but could be anything else that O2 deemed to be an upgrade. The last call to the retention team, which is customer service, the guy was adamant that my wife would only get an upgrade if she paid £150 and said that he would get a manager to call her back the next day. Of course this didn't happen.
A good friend of mine, who got the same business contract around the same time as my wife, had the same problem, but capitulated when O2 offered her an upgrade to an iPhone4 for £110. In addition, O2 are offering on their website an iPhone4 for a tariff of £47pcm for a payment of £38.99 and a free iphone4 for a tariff of £63pcm. So, why is my wife paying over £50pcm for an iPhone3g and can only upgrade to an iPhone4 for a payment of £150, apart from the fact she was told it would be a free upgrade? O2 will probably say it's because my wife is on a business contract, but I would say she was mis-sold the business contract as O2 are now not honouring it. Why would she change her original contract from a residential contract to a business contract, paying a higher tariff for the same phone, if an upgrade was not part of the deal?!
In addition to the above, my wife has also wrote a letter to O2, but has not received a reply.
My wife has not received any notice to the changes made by O2 to her contract, or indeed agreed to any changes.
