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

[Anonymous]

Like I said usually I know what I'm doing. When I don't, there's no shame of asking people, several times xD By the way is this the right place I can get an official answer from o2 employees or just suggestions of other customers?

[jonsie]

Nothing official here but possibly admin can help

@Marjo

@MercedesS

[Anonymous]

I'm looking forward for any useful help/advice

[jonsie]

They will send you a pm for further details to see if they can help. No guarantee because your issue is not quite complex given that you have proof but it hasn't been added to your account. 

[MercedesS]

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@Anonymous wrote:
By the way is this the right place I can get an official answer from o2 employees or just suggestions of other customers?

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Hello @Anonymous,

We are sorry to hear about your experience. However, if you need assistance with your account you may need to contact Customer Service. Please find the best way for you to get in touch here, the O2 community is a group of customers like you so we are unable to help with account specific issues.

Please let us know if we can help you more! We hope to see you around 

Thanks @MI5 and @jonsie for all the help