Misled by a customer advisor

[Anonymous]

Hello,
I've been an o2 pay as you go customer for the last three years. Recently I made a decision to swap into a pay monthly business account for some reasons. But unfortunately the issues started with the first invoice. Let me start with that Ive agreed and signed a 12 months contract (£21 per month). And cuz in the plan there were no international calls I've agreed for an extra £5 per month for that service (120mind). Everything was arranged from the customer advisor in the shop including the settings around these £5 extra for the international calls. Everything was fine till today when I received online the invoice for £234. As you can guess I went straight to the shop where Ive signed the contract. Unfortunately the guy wasnt there but I explained and spoke to his colleagues at the shop. Then they put me at phone directly to business account services to clear out where that amount came from. The business services send me full statement with all my calls and (now this surprised me) told me that I've no international calls service at all. That means I've been misled all that time by the guy at the shop. So I should speak with the shop manager. Unfortunately the manager wasn't there so I left my number with the arrangements to call me back today (after 15:00 o'clock) and make a meeting to sort this issue out. But I'vent receive any call. Tomorrow I'm going again cuz I think it's not my fault. My question: Is there anything else I can do to clear out this issue except provide the receipt and the name of the customer advisor? And is there a chance to not pay the whole bill just the agreement of £21 + £5... I don't want to pay for other person mistakes. Also I don't want to cancel my three years o2 relationship because of that. Thank you for your advice/guidance in advance.
Regards Georgi

[MI5]

You need to check the contract you signed when taking out the contract and see what you actually agreed to and whether the international calls were included or not.

[Anonymous]

Hi there,
I know what the contract is about.
...Your Services Charge (ex VAT)
Voice: Small Biz £17.00
Data: Smartphone 20GB Data Promo
Offer: SIM ONLY
Contract Minimum Period: 12 Months
Voice Tariff
20GB Data...
But after signing this, he added the bolts on for an extra £5 per month. I've waited maybe half an hour for him to do the settings. I'm sure we can check that on the CCTV in the shop. But in the end there was no such service added from the words of business account services by the phone at all.

[MI5]

I guess somehow then, you need to prove that to O2.
Any bolt ons should show online in your MyO2 if they are active.

[jonsie]

In the meantime make a strong complaint, there is no way you should be paying for those calls

https://www.o2.co.uk/how-to-complain

[MI5]

Which country have you been charged for calling?
I've looked at the bolt on and the £5 one gives you only 120 mins to zones 1,2 and 4
https://www.o2.co.uk/business/products/international-business/calling-abroad/international-bolt-ons-...

[Anonymous]

I'm sure we are talking about zone 2 because I specifically said to the guy I want to have international calls with my account otherwise theres no point for me to swap from pay as you go to pay monthly. He ensured me and explained to me the plan very clearly but in the end look what happened. I don't know guys, it's ridiculous how a very good option of the o2 services built through these three years can be ruined for a day...

[MI5]

Which country?

[Anonymous]

Bulgaria

I think it's better to try one more time to sort this issue out at the shop and speak with the manager before making any further actions like complaining or law suit. I'm just looking for the best way to deal with the problem.

[MI5]

Yeah, should be covered by zone 2.