Device plan settled, still paying

[Richimaru]

Hi there, 

I'm trying to find out why I am still paying the same amount per month even though I have fully paid off my device plan. 2gb data, no additionals = £29.84 p/m... This is not right surely? I need a new phone but am considering switching because this is essentially stealing. 

Any advice?

Thanks

[MI5 · Accepted solution]

Where did you get your contract from?
If o2 directly it will be refresh and your device payments stop but you continue to pay the airtime portion.
If you purchased from elsewhere your payments will stay the same even though you have completed the minimum term until you cancel or upgrade.

[Marjo]

Hi @Richimaru welcome to our forum! Please do let us know if @MI5's reply above would explain this, are you on Refresh? If you reply with a few additional pieces of info as mentioned above we might be able to help in more detail.

[Richimaru]

Ah, I did not know this. Carphone warehouse. I popped into the shop and spoke to a lady who used to work at the 02 shop and she assured me that 02 were actually one of the best providers and (despite removing the ability to email directly) have one of the best customer service policies. She did explain that, by opting out of the promotional newsletters and stuff, you also are opting out of the reminder that your contract is soon to expire - which is a bit naughty but understandable to some extent. I decided to stick with o2 and get the Pixel2.

Thank you for replying. Have a lovely weekend

[MI5]

Glad you got sorted out @Richimaru

Welcome to the forum