Cancel my contract

[Anonymous]

I was 13 months in to a 24 month contract and I broke my phone (with no insurance). The contract was under my Grandmother's name and she paid off the outstanding amount owed for the handset (£250) and believed that, that contract was now over. I have opened up a new contract so it's under my name and not hers and I've just had an email to say last months bill wasn't paid for the airtime on my old number.

I can't speak to O2 as the account isn't in my name and they refuse to speak to me and my Grandmother doesn't understand what O2 are saying.

Can anyone help? I

[MI5 · Accepted solution]

Only your Grandmother can sort this out with O2 or she can give them permission to talk to you after calling them.
Use cs on 202 when they are open.

[MI5]

Opening times
Monday - Friday 08:00 - 21:00
Saturday 08:00 - 20:00
Sunday 08:00 - 18:00

[Anonymous]

Thanks for the response, but when she 'cancelled' the contract previously she asked if I could call separately to speak to O2, I know the passwords on the account and they said no, that's not possible. Is there anything I can do online? 

[MI5]

You both need to be on the call together and after she passes security checks she can ask for you to speak to them.
I wouldn't recommend using the online chat for this issue.

[Anonymous]

Thanks for your repy, but we live 50 miles away from each other so that isn't an option. Back to square one!

[Cleoriff]

---

@Anonymous wrote:

Thanks for your repy, but we live 50 miles away from each other so that isn't an option. Back to square one!

---

That will create a problem then...as said previously you will both need to be present when she calls...:smileysad:

[Anonymous]

Can the grandmother not call, give 'power of attorney' on the account to OP, and then when the call is completed the OP then phones?

[Cleoriff]

---

@Anonymous wrote:

Can the grandmother not call, give 'power of attorney' on the account to OP, and then when the call is completed the OP then phones?

---

As I understand it Phill....they both have to be present on a call to do this. CS need to speak to both parties involved?

[MI5]

Maybe @Anonymous can advise?