Incorrect Monthly Changes

[Anonymous]

I signed up in Feburary for a tariff using a 3rd party company (Mobiles.co.uk). This deal was for 300 minutes, Unlim texts and 500Mb internet @15.99 a month.

Ever since then I have been charged £21.99 a month.

After contacting o2 they told me that I could switch to a far inferior contract as it was similar to the price i signed up for. After this I told them this was totally unacceptable and that I required what i signed up for. I was then told it was not their problem and that it was with the 3rd party vendor. The vendor is telling me that it is not their problem either and the problem is with o2.

I have 2 mobiles with this billing so it is costing me £12 a month extra compared to what i budgeted for so that is £288 over the contract's length so as you can imagine i am not happy.

Please can someone sort this out or direct me to someone who can. I have the receipts and order details to back up all of this.

Thanks,

Philip Groom

[Anonymous]

To me it sounds like its mobile.co.uk that are at fault and are fobbing you off to O2, but without seeing any documentation its hard to say. However as that website is who you took out the contract with it should be them that resolves the issue. By the sounds of it you have been mis-sold a contract/tariff!

Does it say on your receipt the name of the tariff you signed up for at £15.99 a month? 

What does it say your line rental is on your receipt and what does it say in your MyO2?

Can you see in MyO2 where the extra £12 is being added?

Could it be that mobiles.co.uk have added phone support and insurance onto your bill?

or did you sign up for some sort of offer where you have a redemption voucher to get money back after a certain amount of time?

EDIT: Just to add that this has happened before with mobiles.co.uk: 

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Mis-sold-an-o2-upgrade-contract/td-p/234971

[Anonymous]

Hey,

Thanks for the reply, to clarify, I admit it may have been a little tucked away, this for two contracts so it is 2x £6. It is a redemption tarriff, but the base before the redemption is the £15.99 so that is definately not the issue.

The extra £6 is for an internet bolt on which appears to have been advertised as a promo reduction.

I noted that this offer was availiable from multiple of resellers at the time, not saying the fault of mobiles, but rather that this appears to have not been unique to them.

The fobbing off makes me feel a little powerless. It's pretty infuriating to be on the hook for nearly £300 and no one willing to hold their hands up. It feels like I am being robbed blind as you can imagine.

[Anonymous]

Hi, did you see the link I added to my last post? This type of thing has happened before with mobiles.co.uk.

I would still say its them that you have the issue with, especially if you have it in black and white from them exactly what you should be being billed per month.

I assume you have contacted mobiles.co.uk Customer Services about this? Have you completed this form that lets you contact their MD directly?

The company does seem to be a bit shady, especially when it comes to cashback although I appreciate this isn't the problem you're having.