Minimum term up, sent letter, no reply? (Wanting to cancel contract)

[Anonymous]

Greetings!

So, in wanting to avoid having to call O2 (and remain on hold for god knows how long), i sent them a letter asking them to terminate my contract. Its minimum term is up so i dont think i should be hit with any early fees.

I sent them this letter on the 6th Jan, and am yet to receive a reply, is this normal? I can imagine that they get hundreds of thousands of letters to their correspondance department but still. I followed the guide found here:

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/td-p/566774

I also tried cancelling by requesting it be done through their mycare email address, but was promptly told by the automatic reply that its not used anymore and has been shutdown.

[Anonymous]

Did you send the letter via recorded delivery? They may claim they have never recieved it.

I know its a pain in the A$$ however it is far easier just to phone customer services.

[MI5 · Accepted solution]

The advice is to call and back up with a recorded letter if you don't want to keep your number.
If you do want your number you need to call or use live chat to request a PAC which when used will cancel your contract automatically.

[Anonymous]

I did send it Recorded delivery yes, and it was confirmed signed for on the 7th

[MI5]

I would still follow up with a call to 202 to check it has been processed OK for you.

[Anonymous]

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@Anonymous wrote:

I did send it Recorded delivery yes, and it was confirmed signed for on the 7th

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I would give it another couple of days before expecting a response.

If you don't fancy making a call to O2, you could always try Livechat

[Anonymous]

Im trying to avoid calling so i dont get kept on hold for long periods, and also so i dont have to deal with that tactic they all use to try and keep me as a customer, i know its their job but its frustrating 😞

[MI5]

Just be firm and stick to your convictions.....

[Anonymous]

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@Anonymous wrote:

Im trying to avoid calling so i dont get kept on hold for long periods, and also so i dont have to deal with that tactic they all use to try and keep me as a customer, i know its their job but its frustrating 😞

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Completely understand that!!

The best advice i can give if you did need to call up is to keep saying your not interested and go silent if they keep repeating themselves!!

Good luck

[Anonymous]

I personally wouldn't use live chat for this type of request to end a contract.

To be certain and not drop onto a rolling contract I'd personally ring them.