Scammed by o2 over the phone!! AVOID o2

[Anonymous]

So recently I've upgraded to a new contract after 2 years with o2.

The agent on the phone claimed it was £13 a month, first month free, for 12 months, with no upfront costs. They even said I could have 3 accessories for free so they sent me a wireless charging kit, a selfie stick and an 8gb memory card. The phone is a samsung galaxy ace 4.

So I took the deal (originally I was going to leave o2 and now I wish I had!!). They claimed it was a special offer because I've been with them for 2 years.

Now my first bill is £157, and I had no idea why so I went on the live chat on the o2 website, where the agent said the charges were £109.99 for the phone and then the rest of the charges were for the accessories!!! Absolutely outrageous right? So the agent on the phone clearly lied to get me to sign up with a new contract. I even clarified on the phone multiple times that the deal was £13 a month for 12 months with no upfront costs to which they kept telling me yes that's right. Now I go to check my emails to find I've been charged for the phone and the accessories. Absolutely fuming, as the agent on the phone said multiple times that it was all free as part of the contract since I've been a loyal customer!! Not once did they say I'd be paying £157.00 up front for all this stuff. They were saying "do you want any more accessories? They're free". Can't believe I've been scammed over the phone by what's meant to be a big company, absolutely ridiculous and I will be taking further action.

I'm going to ring them tomorrow for more information, but I'm so annoyed right now that I had to vent my anger with this post.

[Anonymous]

Just found my sim deal on their sim only deal page. £13 a month with one month free for 12 months. Turns out it is a sim only deal.

But the agent on the phone 100% told me it was a deal including the phone and accessories at no extra cost because I've been with them for 2 years! Can't believe they've lied... 

[jonsie]

Well if that's the case it's certainly gross mis-selling. I would be making a formal complaint using the link at the foot of the page. How long have you had the contract?

[Anonymous]

Exactly 2 weeks today which makes matters worse as I'm now stuck as it's been 14 days. Only got the bill today though which just makes it sound like o2 planned it all out! I didn't know I would be paying for all this since the agent on the phone said multiple times the phone and accessories were free. 

[viridis]

What day did you receive email confirmation and a breakdown of your charges?

[Anonymous]

Email on 7th March saying I've ordered the phone and accessories but nothing about cost on there at all.

Email today with the total cost of the items and the breakdown is on My o2 now.

[Anonymous]

Just looked on My o2 and the order date is 7th March and it has a list of the items and the cost next to it so it's been 15 days since then. I had no idea it was on there though and didn't think to check until today, since the agent said it would all be free with the contract. I trusted that they wouldn't be lying about it.

[viridis]

You could print off a postage label with today's date on from royal mails site, like within half an hour and battle this out first thing.
However, be aware that there is a link in that email which takes you to MyO2 where I believe it shows the order breakdown.
Your best option is to call first thing and speak to someone.

[viridis]

Just seen your reply,
Call them first thing.

[Anonymous]

Surely on o2 systems the order will identify the sales agent and the approx time of the call. O2 could tureen listen to the call. If the OP story advice is exactly true then o2 should either honour it or cancel the contract.

[Anonymous]

o2 have said the agent sold me the sim deal then sold me the phone and accessories when clearly they bloody well did not. They said the phone and accessories were free with the deal!! I've never had such bad service in my entire life and I will never be recommending o2 to anyone EVER. An absolute shambolic company.

The outcome is I have to send everything back and I will be cancelling my contract with them. The agent says I won't have to pay anything but who knows if they're telling the truth! The other option was a 24 month contract where I'd get to keep the phone, but the price would be more than £13. Thing is the phone I had before this Ace 4 was better so no idea why I'd want to go with that, considering I was originally wanting to leave before accepting this "special deal". 

Time to find a new provider.