On the 28th September 2023 at O2 Store I was sold a Pocket Hotspot 4G Black CCA on a monthly rolling contract which I could cancel at any point. I used the product (when it worked as connection dropped many times) until I called O2 on January 2024 asking to cancel the contract. I was told I had to go in store to cancel this. I tried multiple O2 stores both said I was unable to cancel.
Since then, I have made 26 phone calls to O2 asking for someone to please end this contract as I am
paying direct debit of £28 per month something I can no longer afford due to now being on Adult
Disability Payment for severe chronic illness. Every time I called O2 they would transfer the call to many
different departments including someone I spoke to from Philippines and south Africa
During my call with O2 support in south Africa I was told they would cancel my contract and an email
should appear soon. I stayed on the call until the email appeared of which it never did and when I
questioned why it hasn’t appeared they cut me off. Every call to support was ended by O2 support
cutting me off with no reason why. I have spent hours and hours on hold and talking to so many
different individuals and nobody will take responsibility for my account
It gets worse.
3 days ago I went to another O2 store and a Member of staff there said the only way around
this is to purchase a sim only and transfer the number across. I thought this is my only option and my son contract end in a month so he said he would change his number and use the sim. I was told it would update the tariff but the O2 app is now showing both and a direct debit of £56. I went into O2 store to see the guy who sold some it and he said it takes time for it to update in the app...its still not updated
I am now in sheer panic as I don't have £56 pounds until my benefits in. Ive called O2 again but nobody will help me. I have never experienced anything like this before
What can I do?
