Confusing Contract Vicious Circle.

[Anonymous]

Hi there to you all. I'm reaching a limit of patience even for myself with what mess a I've been dealt from o2 due to the simplest of mistakes with transferring from payg ee to a pay monthly contract with o2.

After an intense security check that trumps crossing borders and verges on military checkpoints, I triple-check the agreement I have with my in-store assistant that I want the 15gb/£20 off that is going on sale atm until 7/2. She prints the contract off that I have given an X for, and she realises that it is the 10gb/£17; fiasco ensues.

I have a package code assigned to the account; she cannot change it on the spot. Manager is brought into the fray and tells me initially that I would have to come into the store another day to sort it. After a brief conversation, he then explains that he can do it later in the day and will text when it's complete.
He does, promising that it has changed to the deal I wanted in the first place. All is well in the world.

Fast forward to two weeks later and my first bill, surprise; £35.
I call up customer service and after a lot of jargon from their Indian offices, they explain they have received an email stating they cannot change this, I will have to go back to the store.
(I also afterwards, try the online support, but then they tell me I have to phone up, so pretty useless all around.)

Instead of going into a store considering they have been able to sort out the issue apparently before whilst I've been away, I call the man responsible, and in the same hour, he apparently sorts this out again, explaining that I will receive a confirmation email and my next bill will be £5 to settle things; okay, I think. Fair enough.

Third time lucky? Don't think so.

No e-mail, and my o2 app still states £35 tariff with no bolt-on discount.

I've had enough, and time's ticking with this sale ending soon.
I feel like I should call back and see what's going on, but have lost all trust with the competency of the staff I have made the contract with. I don't think they know what they're doing.
Anybody had this issue before and know what happened; how to solve it? Any insight would be great. Thanks.

Ruth Snape.

(Edit: I'm currently stuck with a 15gb/£35 when it should be £20 with the sale applied. Thanks.)

[Anonymous]

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[Cleoriff]

@AnonymousAs you are now out of the 14 day cooling off period then the best advice on offer is to make a complaint https://www.o2.co.uk/how-to-complain

Use Resolver in the link I've given . It seems to get better results  Best of luck

[Cleoriff]

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wrote:
(Edit: I'm currently stuck with a 15gb/£35 when it should be £20 with the sale applied. Thanks.)

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@Anonymous  Reading your edit, you may have purchased this contract with a sale discount. This may explain it further

https://community.o2.co.uk/t5/How-to-guides/Where-is-my-discount-or-Extra-Data/bc-p/1075494

Check this first before taking action I advised in my first post

Check My O2 http://www.o2.co.uk/myo2 you will see the discount applied as a bolt on...:smileywink:

[Anonymous]

I assumed that would be the case, but as I mentioned previously, two weeks later, I was charged the full amount and not the sale price as agreed, so it isn't the correct contract.

[Anonymous]

The only bolt on is a 'Travel' option; there are no discount related bolt ons otherwise, or even as an option to apply.

[Cleoriff]

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wrote:
I assumed that would be the case, but as I mentioned previously, two weeks later, I was charged the full amount and not the sale price as agreed, so it isn't the correct contract.

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Then you need to speak to customer services again. It may well be the discount shows up in your next bill though it should be applied at point of contract. A call to them should clarify whats gone on  https://www.o2.co.uk/contactus

[MI5]

Yea I noticed you said there was no discount bolt on.
This is typical of the incompetence we see from many areas of o2 these days.
Regardless of being outside of 14 days, you haven’t got what you agreed to so you still have rights to cancel if someone can’t sort this out for you.
I’ll tag in @Martin-O2 and @Marjo to see if they can assist in some way but it probably won’t be until Monday when they contact you.

[Anonymous]

I wouldn't mind cancelling in the slightest, but wonder what would happen to my number if that were the case.
Could I save it as a PAC code to change elsewhere, or unwind the contract to simple start afresh with o2?

Thanks for forwarding, but I have a feeling by that time it would be too late as the sale ends about then, so knowing that, they wouldn't be able to apply the option anymore.

[Cleoriff]

I was replying to a post that the op has now deleted (and edited her first post to add it)

However, I did show it by capturing her post and was replying to that.......

Hopefully it will be sorted soon....