Contract Cancellation

[Anonymous]

Just wanted to put in writing how disgusted I am at my treatment by o2 over the last three months. 

Having been a customer for over ten years, I decided not to renew my contract and move to three as the deal they was offering was unbeatable by o2. I tried speaking to staff members online and in store to try and see what deals they offered which may compete and got told they could not do anything. Fair enough so I decided to cancel my contract.

First step -  I contact the team online to cancel my contract and tell them my reasons. They let me know I need to ring up 30 days before my contract is up. Again that is fair enough. (I have the transcription of this)

Second step - I contact the team online 30 days before the contract is up to cancel the contract. I am told it is done and the chat closes. Too make sure I ring up o2 and do the same. Again I am told this is done and o2 will send me a pay and go sim card with my old number if I want to use it.

No sim turns up

To my horror I get a bill today saying my next bill be taken out of my account this month. So I go online to tell them. It takes them a long time just to tell me the contract was not cancelled. They say they have lost the chat transcripts and there is no record of me wanting to cancel the contract.

Now everyone is passing me onto other people.

This is awful customer service and just shows what o2 are really like as a company. I stayed with the service for a long time when other providers offered better deals but now I want to leave they go that extra mile just to take some more money from me.

After 10 years of good service this has been ruined for them to just get some more money from me, I will be passing this feedback on to everyone I speak to as I am so frustrated!!!

[Anonymous]

This is a very common story.

Whilst i can appreciate its not going to be a swift resolution, i would send a complaint in using the link at the bottom of the page.

Best of luck

[jonsie]

Hopefully a complaint will see them waive the bill and just confirms our advice to send in a follow up letter by recorded delivery. Not a good experience.

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/high...

[Anonymous]

Hi.

We hear of similar stories when the Online Chat have been involved in account enquires. They are non uk outsourced call centres who I would personally only use for low level questions. Obviously you weren't to know that.

If they don't help via 202 or landline (all points of contact in this link http://www.o2.co.uk/contactus )

Then fill this in http://www.o2.co.uk/how-to-complain/complain

I hope this is resolved to your satisfaction asap.

[Cleoriff]

This is all getting beyond a joke now...

I wonder if O2 want to employ a staff training consultant? It was part of my job remit for last 15 years....I would be happy to take it on....

With all these communication problems it is clear that O2 obviously don't invest enough in staff training programmes...

[Beenherebefore]

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@Cleoriff wrote:

This is all getting beyond a joke now...

I wonder if O2 want to employ a staff training consultant? It was part of my job remit for last 15 years....I would be happy to take it on....

With all these communication problems it is clear that O2 obviously don't invest enough in staff training programmes...

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There.......that's corrected it for you 

[jonsie]

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@Beenherebefore wrote:

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@Cleoriff wrote:

This is all getting beyond a joke now...

I wonder if O2 want to employ a staff training consultant? It was part of my job remit for last 15 years....I would be happy to take it on....

With all these communication problems it is clear that O2 obviously don't invest enough in staff training programmes...

---

There.......that's corrected it for you 

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It does make you wonder at times...

[Cleoriff]

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@Beenherebefore wrote:

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@Cleoriff wrote:

This is all getting beyond a joke now...

I wonder if O2 want to employ a staff training consultant? It was part of my job remit for last 15 years....I would be happy to take it on....

With all these communication problems it is clear that O2 obviously don't invest enough in staff training programmes...

---

There.......that's corrected it for you 

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Thanks for your correction @Beenherebefore ....and as usual you are right...

[MI5]

You weren't to know but the clue was in the fact that a PAYG sim card didn't turn up - That should ring alarm bells and may help someone else reading this in the future.
Also, had you have had a PAC and transferred your number to Three, that would have cancelled your account immediately - Just a couple of tips for the future that apply to any contract cancellation on any network.
Good luck for a swift resolution.....