Recontracted without permission

[Anonymous]

 Recently I had asked o2 via webchat to change my number as I was receiving far too many spam calls. I had also asked for a replacement SIM card at the same time as my phone had went in for repairs and I was using a replacement aswell

I originally took my contract out in october 2015 and it was a 24month contract so I was looking forward to upgrade soon

I received my SIM card and change of number but noticed the SIM card said business pay monthly sim. I questioned this with o2 and they assured me it was the correct sim card and my number had been changed. I specifically asked them to assure me that this did not recontract me and they said " a change of number is not a recontract or upgrade"

Fast forward to now and I am fighting with o2 as I logged into the my o2 app to see that my earliest upgrade had changed to April 2019 ( it used to say november 2017) 

I was assured that it was a glitch in the system for changing my number and to give it 48 hours to "fix" itself. I did as the agent asked and still no change. 

I raised a complaint to be told "The number (new) ********** was taken out as a new line on 17/07/2017 this is why your upgrade date has changed to the year 2019. The other (old) number ******* has now been closed as you migrated the new number over the account *****(which was my old number)"

So in my eyes, when I asked for a change in number the agent has cancelled my old number off and opened a new line up for me and has therefore recontracted me without my permission.

I have informed o2 that I am legalled allowed to end this contract with no held to term charges as I did not give permission to be recontracted and that anytime a recontract is done there are terms and conditions that have to be read to the buyer and that we the buyers have to verbally confirm that we wish to go ahead. This did not happen 

Can someone please advise as this seems to be going nowhere

[Cleoriff]

Yes....keep us updated please @Anonymous ....

[Beenherebefore]

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@Anonymous wrote:

Hopefully this helps you guys in understanding what is going on! any more questions please ask! i will be happy to update  

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To be honest, not many people understand what is going on in O2 at the moment....

[jonsie]

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@Beenherebefore wrote:

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@Anonymous wrote:

Hopefully this helps you guys in understanding what is going on! any more questions please ask! i will be happy to update  

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To be honest, not many people understand what is going on in O2 at the moment....

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This is a fact..... 

Good luck with this @Anonymous

[Anonymous]

So I got a response from o2 to say

" your contract has been changed to Sept 2017. I have made this early for you as a good will gesture from o2 due to an error on our behalf. I will now close your complaint as no further action will be taken"

Are they serious?

[MI5]

That's good isn't it?

[jonsie]

Is this what you wanted?

[Anonymous]

@jonsie @MI5 @Cleoriff @Marjo

So due to the countless issues faced with o2, I gave o2 a response which included what I as a customer wanted to happen. I wanted them to first credit the bill which included the overcharging of the extra data bolt ons which was proved that I did not select these, and to also allow me to upgrade early or cancel with no held to term as they had recontracted me without my permission

After 2 weeks of going back and forth with Agents from the complaints department who ignored my messages then when decided to reply did so in foul manner. Countless phone calls being promised call backs which didnt happen. Being called a liar by o2 agents even though proof was provided. I was told by a complaints agent " I have credited £60 for the mistakes that I myself as an agent have made but will not refer back to your previous case" " I have also made sure your contract date states September 2017"

So I get back onto o2 webchat for them to confirm the above that this o2 complaints agent had promised. suprise suprise - she didnt do this at all. 

Therefore I took it upon myself yesterday to type a very detailed email including every webchat, email and reference numbers for telephone calls to the Director of O2 and assured him that the above request was not unreasonable. 

I got a response in a matter of hours. The quickest response I had ever received. 

I received the following below 

Dear Eileen

After reading what has been going on in your account, I believe that your complaint should be upheld. The outstanding balane has been wavied/credited and your contract end date is now 9 September 2017. You will have to wait until your next bill date in order to see the credit and once it has been cleared you will be able to upgrade or cancel your account with no held to term charges.

etc etc etc

It is a pitty, that the previous complaints team could not do what this young lady did today, and this would have saved alot of annoyance and frustration

So I hope thats all left to say is Case Closed. 

[Cleoriff]

Peaased to hear you got satisfaction at last @Anonymous

[Martin-O2]

Really pleased to hear that you got the result you wanted @Anonymous! 

Edit: we posted at the exact same time @MercedesS 

[MercedesS]

Hello @Anonymous, glad to hear it is all fixed and that fast!