Right to cancel.... A right nightmare... Please someone restore my confidence

[Itsalive1978]

Afternoon all, long story short over the last few days days I have been receiving the change to service emails stating things are changing and that I have the right to cancel my contracts and either get rid of the airtime element of them and maintain paying off the device plans or cancel altogether.

I contacted customer sercives last night and went through the process with the adviser, on multiple occassions I repreated that I wanted to maintain the device plans and cancel the airtime, the advisor confirmed my requests and completed this, or so I thought.

Woke up this morning to a number of emails from o2 with final device bills for each handset - I'm the main account holder for myself and 2 teenagers so we have 3 devices and an apple watch... this prompted a rather lengthy call to customer service again (47 minutes) to explain the situation etc.. to be told the advisor last night has processed my request incorrectly hence the bills being generated, also I have been advised that they cant be reinstated, I will have to now wait till Decemebr 3rd and I will then be contacted by a customer advisor to sort things out with the finance depart????

2 questions really, is anyone else having these issues and are there any moderators / advisors that could reach out to me with a solution that fills me with the confidence that everything will actually be ok, and that o2 wont attempt to take the best part of £2.5k out of my account pre christmas.

[MI5]

@Itsalive1978 

In cases such as this, we have been advised to direct customers to payment management to sort out.

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Itsalive1978]

after 2hrs 12 minutes on a call to payment management one of the managers hung up on me, he didnt seem to understand customers services in anyway, that was after I had been speaking to his colleague for the best part of 1 hour 45 minutes and she had been praising me for being such a nice and understanding customer.

If anyone that has cancelled their airtime portion, could I ask have you been put on some sort of payment plan where you can no longer pay by direct debit and then have to call o2 every month to pay the monthly portion of the device plan? Is it reasonable to expect me to call them once a month for the next 32 months?

[Enlli]

That sounds like complete bull. 

Once again O2 introduces something then screws up on the implementation.

Let's see what our community manager has to offer.

@Dave-O2 what do you make of this?

[Dave-O2]

Thanks for the tag @Enlli 

@Itsalive1978 I'm getting this checked out, once I have more to share I'll be in touch 👍

[Paul820]

Hi, I'm hoping you can help me with this also. I also received the email about the terms & conditions changes and I called on the 26th, I asked to cancel the airtime but keep the device plan on my account but the advisor has cancelled the whole thing and I'm now receiving letters asking for payment of the whole device plan.

[Enlli]

We have been told to pass people over to Payment Management in such cases

You can get in touch with our Payment Management team on 0800 902 0217 who’ll find a solution that’s right for you.

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Paul820]

Thanks. I've been in touch with them and they have said I'll be most likely be put onto a payment plan the same plan that financial difficulties customers are put on, it's sounds more than ridiculous that due to their mistake I'll be put onto one of them, I'm also scared about the impact this will have on my credit file. We'll see what happens.

[Itsalive1978]

Hi @Dave-O2 any luck with this.... I've been on the phone for about 6hrs now trying to sort this out...the payment dates on the invoices for the wrongly cancelled devices all state payment due 3rd December.

[Itsalive1978]

also can anyone confirm how when the payment management plans are setup how do we pay them? Im being told i have to phone up every month - i have 32 months remaining on 1 of my device plans so I have to call 32 more times?