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 

You should be able to pay by direct debit as mormal.

[Itsalive1978]

That what I thought......but in good old o2 fashion if you dont have an airtime plan and they have cancelled the device plans in error DD's cant be setup....... Its very much like they have screwed up and the lady in the complaints team says their advisor has screwed up but they dont want to really ressolve it and I'm speaking to these advisors and Im being really understanding and polite and I sort of accept things sometimes go wrong .......but after 6hrs and counting im loosing the will to live

[Itsalive1978]

and to top it off, since the airtime and device plans have been cancelled i can see nothing in my o2 account, again im told it is what it is in effect.

[MI5]

Standard these days @Itsalive1978 

Everyone would be much better off moving to a different network before their contracts get screwed up.

[Dave-O2]

Hey @Itsalive1978 

I'm still awaiting further details on this, however, after today I'm on leave until the New Year.

@Kei-M_O2 When we get an update on the above, can you please reach out to @Itsalive1978 

Thanks 😊

[Paul820]

Hello. Have you heard anything back? I have had to call them today again about it as after my last call I was promised a call back and it hasn't came through.

The advisor today told me that the person I spoke to last week should have sent an email to upper management and after she did some investigation on my account she had saw that they have sent that email and that I should have received a call back from the upper management about what's happening, she has sent this email again so I'm stuck in a waiting game again.

[Oxonian]

@Paul820

If that message is aimed at @Kei-M_O2, you need to tag him thus. However, I doubt that you will hear from him before Monday at the earliest. 👍 

[Dave-O2]

Hello @Itsalive1978 

Just following up on this query.

If this is still ongoing, can you please drop me a PM with the mobile number that was linked to the account and your contact number?

Thanks 👍 

[Itsalive1978]

@Dave-O2 ...... thanks for getting back intouch, a payment plan has finally been setup on the 2nd of January....This saga started on the 20th Novemeber 2024.

O2 have passed the debt on to Moorcroft debt recovery also, despite there being a payment plan in place, O2 accept this was passed on in error and would recall it, they were meant to recall it on 4th January, I have spoken to Moorcroft debt recovery again yesterday who advise me that no one from O2 has actioned this yet.

Moorcroft have placed this on hold awaiting further information from O2 - they did make the comment that they have seen a spike in this recently from O2.

Are you able to do anything?

[Dave-O2]

Morning @Itsalive1978 

Thanks for getting back to me, and I'm sorry to hear about the ongoing issues.

Please drop me a PM with your details and I'll see what i can do 👍