Friends and Family Discount Disapplied Without My Knowledge

[Anonymous]

So I have only just discovered that my 30% Friends and Family Discount has been disapplied since I upgraded a while ago. This was despite the fact that it explicitly stated that this discount had NO expiration date. Apparently after 'chatting' to some customer service reps the discount was removed when I upgraded because the discount (for some bizarre and unexplained reason) couldn't be attached to the new package. I have upgraded before and the discount has been retained. It was also NEVER made clear (or indeed mentioned) to me that if I upgraded I would lose the discount. I am really quite angry with this mis-selling and deception. Anyone else had this experience?

[Anonymous]

Hi,

Sorry your having these issues.

Have you spoken to 02 via 202 or Live Chat ?

If the latter give them a call to see what can be done.

If you feel it necessary you can lodge your comaplint here.

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28RelatedHelp%29,CASE=46943

Take care.

[Anonymous]

Yes I attempted to speak to them via Live Chat but it was pointless. Not only did she refer to me as 'Sarah' (not my name) but she then had the cheek to try and sell me 'Refresher Upgrade' something or other for £444 so that I can have my 30% discount reapplied. I fully intend to complain and call someone to try and get this put back on. I've been a loyal customer for years so this treatment is shocking. Thanks for your tips!

[Anonymous]

Hi,

Try not to let this experience sour the taste of the service you have received from 02.

Live Chat are fine for low level general enquiries not connected to accounts.

They are non uk outsourced callcentres manned by staff who basically read from a script. They are getting training we are told.

Circumvent them and dial 202.

From a landline 0844 809 0202 5p / min

[version7point0 · Accepted solution]

Friends and Family discount is for the life of your contract, i.e. if you upgrade you lose it as you are on a new contract.

You should speak to whoever offered you the discount and if they can reapply it.

[Anonymous]

I've upgraded before to a different contract and it has remained in place. In fact I remember that when I upgraded the last time I expressly asked if my discount would remain in place and was told 'yes'. Thus not only was that untrue but not making clear what will happen to a supposedly infinite discount when a change occurs to your account is blatant mis-selling.

[Anonymous]

Give it to em big style when you ring them.

In a polite way of course !

[Anonymous]

Hope you get this sorted and get the discount put back on cheeky buggers

[Anonymous]

Lol Damien.

Right tho.

Maddi88

Please would you update your thread after you have made the call.

[jonsie]

I was always under the impression that any special offers ie. loyalty tariffs, family and friends etc. were for the life of the contract and that if you changed contract you would have to get the friend or staff member to apply for the discount again.

It's no different from the legacy tariffs with unlimited data, if you change contract or tariff you lose the data. Surely the OP can ask their friend to apply for the discount again?