Cooling off period

[Guevara]

In the contract it states that you can exercise your right to withdraw from the contract by visiting one of the o2 stores. Has anyone actually done it via the stores? I only ask this as the salesperson in the o2 store said it had to be done via customer services when I made my purchase. Seems strange as they are so efficient at setting up contracts, surely they would be the perfect people to make the withdrawal process as smooth as possible.

[Anonymous]

@Guevara You need to contact customer service to cancel contracts. The store can’t do it 

https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

https://www.o2.co.uk/contactus

[MI5]

If purchased in store it can be cancelled in store.
O2 help here https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

[jonsie]

Can you feed this back @Martin-O2 or @Marjo so that we can get clarification on this? I always understood it had to be done through customer service but if it's saying in the contract that it can be done instore then it needs to be made clear that it is only possible if purchased instore?

[Bambino]

@Guevara Not even an hour ago you were enquiring about Direct Debit. Have you changed your mind that quickly?

[jonsie]

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@Bambinowrote:

@Guevara Not even an hour ago you were enquiring about Direct Debit. Have you changed your mind that quickly?

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And made enquiries at the store in that time too?

[Cleoriff]

Yes I do find both posts confusing. One enquiring about direct debit and the other regarding the cooling off period.

With regards to the change of mind policy though, it does quite clearly state the process for return.

I always thought if bought instore it was returned instore

Online or telephone purchases returned using Customer services.

[Guevara]

Well I just feel a little uneasy that o2 make it is so easy to set up a contract yet judging by the thread I was just directed to make it a stressful and frustrating experience trying to leave. I was on o2 PAYG for years and never once had any problem with the company in fact I wanted to stay with o2 but this contract thing seems on a whole other level, everything seems so complicated. I was attracted to the part where you could pay off your phone early then simply stay, go, change to a PAYG tariff. From some of what I've read it is not always that simple. As for changing my mind so quickly, I am just trying to discover more about what options are open to us all as o2 customers. The guides I have read have been very informative,so thank you all for writing them.

[viridis]

It really is that simple, you're over thinking things.
Your discount will get applied if told it would.
Your direct debit will leave your bank on the date o2 tell you in your bill which will be emailed to you, and text to you as well.
If you have reservations, pop into your o2 store, they are paid to help you, and will do.
Lastly, enjoy your new phone.

[Cleoriff]

@GuevaraGood for you being cautious and doing your research. You need have no worries as the members on here are always willing to help.... so welcome to the forum