Cant find Device plan bill since cancelling airtime plan

[Dino1968]

Hi so last month I cancelled the airtime aspect of a device I bought 3 years ago "book pro 3" 

I noticed soon as they stopped billing for the airtime that I could not longer see outstanding amounts which are still owed for the device. I called payment support last week and she said something like dont worry your monthly direct debit for the device plan will still be taken but she had no answer as to why she could not see details of the device plan on my O2 account.

Surley I should be able to see online outstanding amounts/ how much has been paid and also when the monthly direct debit is due ? now I see nothing even though I know there is still around another year to run before the book pro 3 is paid off. 

Seems like when I cancelled my airtime plan they have cancelled everything, I am worried if they dont take payment this will hit my credit file. Calling Billing support they really dont have a clue. thanks 

[MI5]

@Dino1968 

You need to contact O2.

Message them on Social Media. Facebook or Instagram https://www.o2.co.uk/abouto2/social-media 

[Dino1968]

hi thanks and yes I did just message on Facebook hopefully someone will pick this up 

[Dino1968]

So this is now turning into a nightmare i just got a letter saying termination of contract and enforcement of money owed on the device ! £699 I WAS told by facebook chat and telephone billing support my monthly payments will continue and when my last airtime bill is finalized the "device plan" will show up again on my account and now this letter demanding full payment with threats of legal action - this is insane - and really really bad of o2 

[Dino1968]

this is the response from o2 on facebook when i just sent a copy of the letter 

"Thanks for sending the photo over, and we’re very sorry for the confusion caused. Please disregard the letter – it’s system‑generated, and if your account was cancelled due to the RPI, your Device Plan will be adjusted accordingly and payments will continue as normal."

I did not cancel because the RPI but because I was allowed to as my airtime plan was over 2 years old and was informed i could do that - delink it from my device plan and just continue to pay device plan. Anyone any idea whats happening here ? thanks

[MI5]

@Dino1968 

The end result is the same thing. Whatever the reason for cancelling, your device plan should continue.

Keep copies of correspondence just in case and keep an eye on your payments.

[Dino1968]

this is turning into a nightmare im on now as i type with o2 phone support she informed me the agent who cancelled my airtime plan made the mistake of cancelling both airtime and device plan - and so she offered me a repayment plan which i have told her i do not need as im not in default with payments and a repayment plan would show as arrangement to pay on my credit file causing me credit file issues for errors which are not my own. Also the information given from FB O2 support was totally incorrect to "disregard the letter.

Now o2 customer support are offering to wipe of 50% of the amount owed if i set up a repayment amount for the rest. I only have verbal confirmation on this - so now having to raise official complaint to get it all in writing - this has been handled in a really bad way and totally unprofessional by O2 i will never ever buy another product through them at all. 

[Dino1968]

So after numerous calls and finally 1 call lasting well over an hour - they initially offered to cover 50% of what was owed on the device plan - they wanted to close the complaint with the resolution but I was still not happy with the fact that I would then after the 16th December need to call in set up a new "repayment plan" which would show as "A" (arrangement to pay) on my credit file. The person on the phone went back to their supervisor and finally I got them to agree to own the whole situation and they have agreed to clear the total outstanding balance down to 0.00 - I made the CS repeat it a number of times. But I wont know they actually follow through until the final bill is generated so again on trust im hoping they get it right this time. 

The failings of o2 were : Terminating both airtime and device plan when I was very clear it was de-linking only. Facebook messenger : o2 support telling me to disregards the letter demanding final payment - confirmed by O2 Complaints this was incorrect information. Failure on when I called last week to question everything why I was informed "not to worry your direct debit will be processed as normal" which I knew it would not be. 

so yes in the end i get over £600 wiped off but i should not have had to go through all of this. Terrible failings on the part of o2. Lets see if they get this right or else next step would be official complaints to the ombudsman as I wont let this one go. thanks

[MI5]

Standard these days from O2 unfortunately @Dino1968 

Hence my comments above.

[Dino1968]

Yes terrible - wont ever be using o2 again cant trust them. I will wait and see if this "resolution" goes to plan - it has cost them £655 quid if they stick to what was agreed - and its a shame no one at o2 really cares less. It was not even the money as I was paying the direct debit - it was / is the stress and time wasted on the phone and online. Lets see what this month brings. And it seems no one from o2 management ever even bother to read the forum here.