Fuming with o2. What can I do?

[Jake2014]

I started my contract in April 2013 on a £32 a month tariff with 750MB of data. To cut a long story short, every month since then I've been going over my limit and making my bill come up to about £60 a month because I've been purcashing the overpriced one-off data bolt-ons (£25 for 1.8GB of data)

The Live Chat representitives knew how much I was paying each month, because they were the ones adding the bolt-ons. Last month one advised me to change to a £42 a month tariff with 2GB of data because it was the "best tariff for data".

Anyway, I've found this month that I've still gone over the 2GB data and bought all of the available one-off data bolt-ons (so this month's data will yet again be over £70).
I went into the live chat to ask what I could do and got told that I could have been getting an extra 4GB of data for only an extra £5 a month!!

Absolutely fuming that I've been paying £60 a month for using like 2.5GB of data alltogether, as well as the fact that the other guy lied to me and said the £42 a month tariff was the best I could get, I asked to be changed back to the £32 a month contract and have the extra 4GB of data for £5 every month (totalling £37 a month for 4.7GB of data).

He said no, because I'm not eligible to change my tariff again. I only changed it because I was lied to and told that it was the best one I could get! Anyway, I accepted the extra 4GB of data every month  and so I will now be paying £47 a month for 6GB of total data (instead of paying the £60 for 2.5GB of total data).

However, I'm really angry that I'm not being allowed to go back to my old tariff and pay £37 a month. Also, I'm equally angry at the fact that I was lied to by the other o2 representative and that it took another live chat person over a year of seeing me paying £60/£70 a month to tell me that I could have actually been getting even more data for only an extra £5 a month.

What can I do?

[Bambino]

Your first mistake was using Live Chat for any of this. Follow the complaints procedure using the links that have been provided. The only positive thing about using Live Chat is that there should be a recorded transcript of the bad advice you were given. That should help with your complaint.

[Anonymous]

@jonsie - thank you for clarification. Is that for Complaints Review Service or just first level complaints? ??

[Jake2014]

Thanks for the help guys. I got put through to a very friendly woman who read the transcripts of the live chats and agreed that they weren't explaining things properly.

Thankfully, I've been given some free data and credit to lower this month's bill, and I will also get the 4GB of data free for the next few months

[Anonymous]

Excellent result. Are you happy with the outcome?

[Anonymous]

Thanks for the update.

Reasonable result.

[jonsie]

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@Anonymous wrote:
@jonsie - thank you for clarification. Is that for Complaints Review Service or just first level complaints? ??

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Just first level but they are usually very helpful.

[Anonymous]

Assuming you are happy would you please mark this thread as solved.

If you are especially happy with any of the above given by any of us here please hit Kudo against their comment.

Thank you

[jonsie]

Good news indeed, glad they sorted it for you

[Jake2014]

Excellent result. Are you happy with the outcome?

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Reasonnably, it was obvious that the Live Chat people don't have a clue what they're doing. They've removed and added bolt-ons here, there and everywhere, and well and truly messed up the system. Because of this, me and the woman aren't 100% sure what my bill will generate to this month. If it's more than she quoted though, I'll be going back to complain.

Overall I thought they could have done a little better, given how much I've been paying for the last 11 months, but not too bad

[Anonymous]

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@Jake2014 wrote:

Excellent result. Are you happy with the outcome?

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Reasonnably, it was obvious that the Live Chat people don't have a clue what they're doing. They've removed and added bolt-ons here, there and everywhere, and well and truly messed up the system. Because of this, me and the woman aren't 100% sure what my bill will generate to this month. If it's more than she quoted though, I'll be going back to complain.

Overall I thought they could have done a little better, given how much I've been paying for the last 11 months, but not too bad

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Nothing to stop you esculating this anyway.