Contract cancellation impossible

[Joannemcd]

Hay everyone, please help. I have been travelling since Jan and have been paying for my contract since it ran out on the 24th of Sept. I've tried cancelling it loads but as I'm living in New Zealand and it costs a fortune to ring and since leaving home I've had nearly 1000 of charges I can't phone. I've lost my uk phone and sim and can't reset any security info on my app which I redownloaded through my email. I can't receive their texts or answer a security question as I don't know what it even remotely is. They are making it impossible to cancel and I'm paying a lot for a phone I haven't used now in a definite 6 months and it will continue. I tried cancelling my dd but they gave me a late payment charge. Please any help would be great.

[MI5]

@Joannemcd 

I'll ask our community managers to see if they can help you @EmilieT @Marjo @Martin-O2 

[Bambino]

@Joannemcd You can call customer service for free from any phone on +44800 032 1402. Best time to call is 8-8.30 am UK time to avoid long hold times.

[EmilieT]

Hi @Joannemcd, and sorry you're having trouble canceling your contract! It's a tricky situation, but I'd gladly get our gurus to look into how to get this sorted for you. I'll send you a Private Message now to get a few more details first

Thanks @MI5 for the mention!

[Dianehay06]

Hi there I’m in complete same situation as you,got a contract running that I don’t use and iv phone 5 times to try cancel,3 calls have said it’s cancelled and everytime I ask for confirmation email as I’m stating to not believe them because they don’t seem to want to cancel,it must be a simple task that there staff can’t manage or are trying to just scam everyone,as I’m fed up wasting my money phoning every week!!!!

I also cancelled direct debit as I was fed up of them taking money when iv tried to cancel so much!!!

Please can someone tell me what I can do to take this further as this should be illegal surely to stop someones right to cancel!!!!

[Dianehay06]

Everytime I get told it’s cancelled It doesn’t ever get done and my contract keeps running,it’s one of the worst companies iv ever had to deal with In my life,what’s wrong with them!!!

[Marjo]

Hi @Dianehay06 , sorry to hear you've been having trouble trying to cancel your contract. 😞 If you need any further help with this, I'm happy to get one of our Gurus to help you out. I would just need a few bits of additional information to be able to pass this on to them, so will drop you a private message here on the forum shortly. 

[Dianehay06]

Iv had soooooo many of the 02 staff saying they help me,bottle line is everytime I’m told it’s cancelled ect and then as soon as I get off phone it never is,I never receive confirmation email it’s a joke!!!!
You can’t keep people in a contract against there will!!!!
Do I actually have to get a solicitor to stop a £20 contract as I’m actually beyond amazed at how you can get away with this!!!!
I just want to cancel a contract that’s finished and we didn’t use!!!!

It should be very very simple but for some reason you won’t to cause me soooo much stress!!!

My mother is very very sick with multiple sclerosis so I really don’t need this kind of stress and time I’m wasting trying to sort out a simple thing!!!

Your company should be sooo ashamed!!!