As a personal timeline, I have escalated the matter internally by using the 'complaintsreview' service and will post my content here;
Dear Who is Concerned,
Simply put, I have been lumbered with an incorrect contract which is costing me nearly double of what I have asked for, after three attempts of your staff amending the intial mistake over a period of three weeks. I have lost my patience with the reasons your customer service are giving and wish to escalate this situation to you in order to sort out immediately.
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 (Aimee/Telford) 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 signature for, and she realises that it is the 10gb/£17; fiasco ensues.
I have a PAC code assigned to the account; she cannot change it on the spot. Manager (Liam/Telford) 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 (Below is the included message).
'Hi Miss Snape, I have just come off the phone from customer services you have 15gb of data for £20 as of now. Once again I apologise for the mistake we made instore, it wasn't the best start to your time with o2 but I am confident you will be happy with us through out the future. As always pop instore for any help or queries and we are always happy to help. Many thanks Liam.'
Fast forward to two weeks later and my first bill, surprise; £35.
I call up customer service and after a lot of jargon (from Pashish, I think. The line was awful), 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. You have a 1.1/5 review score on customer service, I am not surprised.)
Instead of going into a store considering they have tried to sort out the issue before whilst I've been away, I call Liam 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 clear 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.
As this is a sale contract, I feel this is a urgent matter, as that option for me will be running out quite soon; I trust someone has the sense to make the change and confirm this with me in writing and assurance that I will be refunded the amount I have been charged incorrectly, back to my account.
I will be taking this further if it is not amended to how I verbally agreed with Aimee or Liam in the Telford store:
In short, change my current 15gb/£35 (12m) to my wanted 15gb/£20 (12m) contract. Thank-you.
Yours Sincerely,
Ruth Snape.
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Hopefully it will get sorted, as I just want a contract which seemed so simple to get in the first place.
Sorry if there was any editing confusion earlier, but I don't understand what you were attempting to do. Just tidying up.
