I had disney for 1.99 per month, but only had another month or so to run, so I cancelled it, and after my subscription expired I used the O2 offer for three free months, following all the rules:
1. My O2 Plan started on 1st July (or it might have been 2nd July, not sure).
2. At first I couldn't see the offer in my account, so I phoned 202, and they fixed this. I asked by what date I needed to select the offer and explained I would then want to activate it 28 days after that (so my 1.99 per month plan would run as long as possible). The said this was fine, that I would need to select the offer by 29th July and then I would have 28 days to redeem it, so I would need to redeem it by 26th August.
3. I checked again that I could actually select the offer on 29th July (not 28th), and they confirmed this was so.
4. I phoned 202 on 29th July and selected the offer. I then received an email later the same day saying "Now that you've added your Disney+ Standard Plan, all that's left to do is activate it. You can activate it here or via the link in My O2. You've got 28 days to activate it."
5. I duly activated the plan using the link provided on 22nd July (well within the 28 days).
6. My next bill show me being charged for 1.5 months at £8.99 per month instead of receiving it free.
7. I contacted O2 support via facebook messenger. After lots of questions, where they seemed to be understanding and helpful (over a few days), a different support person then answered and said "Please note that once we’ve confirmed your order, you’ll have 28 days to activate the selected Extra, which in your case is Disney+. However, since it was already activated on 22nd August, this explains why you’re seeing extra charges on your bill. As this is a valid charge, we’re unable to make any adjustments."
8. I explained that I had followed all the terms, selecting the offer within 28 days of starting my O2 account, and then activating / redeeming the offer within 28 days of selecting the offer as per these terms:
"Participants must select an Extra within 28 days of making a Qualifying Purchase. Participants must redeem the Extra within 28 days of selecting or accepting the Extra."
9. They then replied: "The 28 days refers only to the first 28 days from when your contract started. It doesn't mean an additional 28 days. This means the Disney+ you have is a paid subscription, and we’re unable to make any adjustments. If you’re not satisfied, you can raise a complaint here https://www.o2.co.uk/how-to-complain"
So they are saying I only had 28 days from when the contract started to redeem the offer, not 28 days to select the offer and a further 28 days to redeem it, completely contrary to what the terms say.
Complaining won't help much because then I'll continue paying £8.99 per month while waiting for them to handle the complaint. Since I could have had an extra month at £1.99 and would only have to pay £13.50 in Tesco clubcard vouchers for 3 months, I would be well out of pocket by raising a complaint and continuing to pay £8.99 while they consider a complaint.
How can I get someone in O2 to look at this properly and fix the problem rather than ignoring the terms and conditions and trying to shift the blame to me?
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