14 Days Grace Period & Term Fee

[AngelaBSpragg]

It appears that we are still liable for term fee even when the cancellation for simplicity 12 month contract, is requested within the 14 days period. The only way to resolve this is, by requesting the customer to cancel the direct debit before the bill date. Is this appropriate, surely there must be a better solution?

[Bambino · Accepted solution]

No, you need to give 30 days notice, and you shouldn't cancel the Direct Debit until your account shows zero. You can only cancel within the first 14 days without a penalty, not the last.

[Cleoriff]

@AngelaBSpraggYou are allowed to cancel within the 14 day cooling off period without penalty

https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

Of course you will will be liable for any usage within that period.

Cancel your direct debit only when you have a zero balance on your account.by checking My O2 http://www.o2.co.uk/myo2

[MI5]

Most definitely not appropriate to be advised to cancel the direct debit as this will leave the customer with bad credit ratings.
If you are facing a problem with this the correct process is to raise a complaint to try and resolve it properly.
https://www.o2.co.uk/how-to-complain

[jonsie]

The solution offered by a customer adviser is wrong, totally inappropriate and possibly a danger to your credit score and file. You definitely need to complain.

[Razorramon]

Any update on this issue? As I'm being charged a term fee even though I cancelled my contract within the 14 day cooling off period...

[Cleoriff]

@RazorramonAnswered here https://community.o2.co.uk/t5/Pay-Monthly/What-s-term-fee/m-p/1486683#M233553