This is very long but I’m honestly just lost for words and have no where to go for help.
in 2022 I took out a phone contract with o2. With the network, I received terrible signal, poor service and internet speeds. Nevertheless i still paid my bill on time every month. In feb this year, i decided to take out a new contract with Vodafone but i still continued to pay my o2 bills as normal.
I had a look back in my contract for o2 and it stated that after 24 months i was able to disconnect my airtime plan from my account, so considering I wasn’t using the sim anymore I rang up o2 and ask if it could be cancelled, and I still pay the device plan as usual. The advisor said that was okay to do, however month after month I still received bills for the airtime plan. I still paid them to avoid any conflict on my account however I was in touch with every bill to get the airtime plan cancelled. The last advisor surrounding this subject, told me he had successfully cancelled my airtime plan, and my device plan was still set up as usual, to be paid monthly until my contract end date. All was good until I received an email a week later saying my entire account had been terminated and that I had an outstanding amount of over £100 to pay on my account. Knowing this wasn’t right, I rang o2 AGAIN, spoke to multiple advisors (seemed like I was just been passed round the call centre room as nobody had a clue) until I got to one advisor (very unapologetic and rude) who stated that my account had mistakenly been terminated, and there was no way to reverse it, and the only way forward was to set up a overpayment plan, which I stated was disgusting and wrong as I’d never paid an instalment late in my life, and I was assured and promised I could pay my usual amount per month as normal until my contract end date. But anyway having no other option, I had to agree to this and set up a new overpayment plan for the 23rd every month for £20.99 to pay off the £100+ amount.
I then wake up this morning to an email from o2, saying that they haven’t received payment for the £108 left on my account and that it’s now been passed onto moorcroft debt recovery, I’m absolutely fuming at this point and honestly just had enough, so I ring o2 AGAIN, and ask why I’ve had this email and the women on the phone states it’s because a payment is late for this month, that it should of been paid on the 8th. I stated that I was told it was due on the 23rd but i could pay it now . The women told be nothing they could do and now I have to get in touch with the debt recovery. So I rang them and I don’t even have an account set up with them.
im honestly so sick of this situation and don’t know what to do. It’s messing with my credit, which reduced any chance of me receiving finance in the future. I’ve never paid anything late, always on time, and my account was terminated incorrectly. I wish I could just pay the full amount off and be done with it but I can’t afford to, as I’ve just graduated from uni, and I’m paying my overdraft off healthily every month. It’s really not fair what’s happening to me and now I’m going to have to also pay this debt agency bills as well I’m guessing, when it isn’t my fault. Everyone I’ve spoken to from o2 has either lied to me or doesn’t have a clue what they are doing. I sent 7 complaint emails over multiple months and I have had no response. I’m honestly so stressed out and lost for words on this situation I don’t know what to do. Everytime I ask to speak to a manager, I either never get one or they don’t have a clue and are so unapologetic about the situation. This is a big mess up on their side and somehow I’m being punished for it and there’s nothing I can do.
