Family Plan Discount - Not Applied - Numerous Chats To 02, Still Nothing.

[JEWRIGLEY91]

Here it goes,

I've been with 02 a number of years now and have always aimed to take advantage of the Family Discounts as we have numerous lines in the same house hold.

Everytime a new contract is taken out, we apply for the discount and never seem to get it until we call, online chat and email and FINALLY it will get added.

I've not had the same luck this time.

At the moment we have the below;

Leadline - Not Entitled To Discount.

Line 2 - Should Be 10% (but we get a £12 per month airtime discount, due to the magnitude of issues).

Line 3 - Should be 20% (we get 40% = £7.75 Per Month for the same reason above).

Line 4 - Should be 30% (we get nothing for this line, despite being told "it will be added to your next bill it just never happens and we go through the same routine month in month out.

we are now 5 months into this contract of £31.83 Per month which is just airtime this equals £47.76 give or take over payment to 02.

Alongside this, we got a contract didn't like the phone and returned it within 14 days as per the guidelines to which we where advised it would be cleared off the account (which it has) however there has been 5 DEFAULT markers placed on my file for a phone that was returned and doesnt show up at all in "MY 02" - to which again we where advised this is incorrect and will be rectified within 30 days.

3 - 4 MONTHS LATER, still nothing done and ANOTHER DEFAULT is about to hit my credit file.

I think as my lines start running out its best if i move from 02 as its absolutely appauling service.

[MI5]

@JEWRIGLEY91 

Family plan discount has to be applied for within the first 28 days https://www.o2.co.uk/family-plan

If you did that and didn't get it, you'll just have to keep on to customer service Guide: Coronavirus Community Help and Support 

For your credit file issues, you need to email: 

CreditFileReferrals@o2.com

or write to:
Credit File Referrals Team
Suite P
Arlington Business Centre
Leeds
LS11 0NE
Fax 0113 2025865

[Bambino]

@JEWRIGLEY91 You need to lodge a formal complaint: https://www.o2.co.uk/how-to-complain  Within that link is Resolver, which many have had success with:  https://www.resolver.co.uk/companies/o2-complaints?territory_id=5

Before you do any of that, however, I will tag our admin to see if they can help, but they would not be able to if you lodge the complaint.

@Martin-O2, @Marjo, @LukasB any help here?

[Martin-O2]

Cheers for the tag @Bambino!

@JEWRIGLEY91 I can pick this one up for you. I'll send you a quick message to get some details. 

[JEWRIGLEY91]

Still On Going - No Resolution, Shocker.

Notification today that i'm getting a 5th default on my file from the CRA for an account i've got no access.

Apparently I need to pay my other bills now which are in dispute to avoid late fee's too.

How about sort out my issues that have been ongoing for 4 months and then threaten me with late fee's? 

Every single bill has been paid 2 weeks in advance since day 1.

An absolute shambles of a company.

[Cleoriff]

@JEWRIGLEY91 

Have you responded to the Private Message sent to you from @Martin-O2 ?

[JEWRIGLEY91]

Yes, 7 Days ago

[Cleoriff]

@Martin-O2?

[Sophiers]

Im having the same issues. Did you ever get a resolution? 

[JEWRIGLEY91]

Kind Of, still on going wrecking my credit file though!

No response after a month from Admin.

02 are not great TBH, I've got 2 lines with VM and they are much better CS Level wise!