Double charged for calls when buying a new phone from shop

[Anonymous]

Hi

My daughter has a contract with O2.  She wanted a better phone so she went to the shop and bought one.  The new phone would be used with the existing contract.  She was told that as the phone was PAYG, she would have to buy a PAYG sim with £10.00 credit.  Reluctantly she paid up.

I spoke to customer services on chat and they told me she should have been given a blank sim for free.  I then rang the manager of the shop who confirmed it is company policy to charge the extra £10.00.

So the upshot is I'm paying twice for the same phone.  Once on the contract and then again for a PAYG sim I'm never going to use.

So which is correct?  Do O2 shops always charge a tenner more?  This looks like a perfect way to kill the high street shops.

Chat suggested I went back and returned the sim for a refund.  It's 26 miles return for me so not very good value.  Will O2 pay my petrol for a mistake made b y them?

I'm pretty peeved at this and will look at other providers to see if I can get a better deal.  In the meantime can I have my tenner back please?

I look forward to your reply.

Steve

[MI5]

I think the confusion is that it is policy to sell a PAYG phone with a compulsory top up, but usually a shop manager will waive the top up fee if a contract customer is buying the phone to use with their contract.

[jonsie]

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@Anonymous wrote:

Hi all

 I also looked at the complaint link but you can only complain by phone which is irritating when an email takes a few minutes and a phone call takes ages if you're stuck in a queue.

Thanks again.

 Steve

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The email ink is at the foot of the page.

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