Pay Monthly handset Cost refunded??!!!

[Anonymous]

I am due a upgrade one month earlt and I want the iphone 5..it says handset price £79.99...phones4u have offered it for £25...I have just spoken to Palas on o2 online to see if they can waive the handeset price for me....he said I would get it refunded to my bill in three months time...I said brilliant and ordered the upgrade!!! As I came back to on chat he had said, sorry for the confusion its only deposit you get back!!! I have already ordered the upgrade...cansomeone shed some light will I get the 79.99 back or not!! so upset if not! 

[adamtemp64]

I doubt you will get the 79.99 back did you keep a copy of the chat session?

You may have to ring customer services and then they may just cancel the upgrade so you can do it else where

[Anonymous]

yeah got a copy..

Here is a copy of your chat with O2.

General Info
Chat start time	Dec 22, 2012 6:31:02 AM EST
Chat end time	Dec 22, 2012 7:05:01 AM EST
Duration (actual chatting time)	00:33:58
Operator	O2 : Palas

[Bambino · Accepted solution]

Not a good idea to have your email address visible in the chat transcript, or for giving out part of your security answer, for that matter. If you can't delete them, please ask a moderator to do it for you.

[adamtemp64]

Well if customer services will not honor the chat promise use the complaints review service just type complaint in the search box on the support page

[Anonymous]

If you have a copy of the transcript then customer service should have it in their notes too.

Ask them to honour it, as it's not your fault you were given the wrong advice. I'm sure they'll be reasonable about it.