New contract offered and agreed then taken away on finalisation ! Go figure

[Anonymous]

Hi all, Not sure if anyone can help or whether I should go directly through a complaints procedure.

I am an O2 customer many years standing in fact I have never been with any other provider. At present I have a rather old Sony Xperia which I am looking to replace. After searching around the web I found a deal with another provider that suited my needs. I asked O2 for a PAC code initially to leave and was put through to the contracts team where they offered  some new deals to keep me as an O2 customer. Eventually a deal was struck which I thought was quite favourable and so I agreed to it only to have it removed at the last minute as the system was not allowing it to go through apparently.The whole conversation lasted over 1 1/2 hrs and was a complete balls up. Where do I stand legally with regards to the offered contract should O2 honour it as I agreed to it?

I have listed the complete web chat conversation below, any advice would appreciated, thanks. I have asterisked out some personal details.

This is the deal I agreed to  "We have  Sony Xperia L1 Black with unlimited mins and text and 500MB data  for £15" plus " I can also add Universal bundle Pack worth £19.99, which you don't have to pay.
    You'll get following things in this bundle Pack:
    screen protector which will protect your screen from getting scratches since this is a touch screen phone, one hard shell/soft gel case cover which will protect the handset from getting any external damages and one car charger to charge the handset battery while travelling in cars."

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[MI5 · Accepted solution]

Try complaints at the bottom of this link http://www.o2.co.uk/contactus
As customers, there's nothing we can do to get you the deal, sorry.

[Beenherebefore]

A contract once agreed can be in writing or verbal.

Just because "the computer says No" is not an excuse to renege on a contract.

[Anonymous]

Thanks for the info

[Anonymous]

So do you think I have a legitimate complaint?

[Beenherebefore]

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@Anonymous wrote:

So do you think I have a legitimate complaint?

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Reading the transcript not only have you a legitimate complaint.....you have a legitimate contract.

[MI5]

Yes, we do.

[Anonymous]

Many thanks all I will pursue the complaint,  all the best to you.

[MI5]

Let us know how it goes for you please.

[Anonymous]

Will do