Termination fee fake information

[Cv1]

I spoke to an agent on the app who said I would only have to pay the settlement for the device plan to leave O2 which was £159 and I confirmed it with them many times. And they also wrote ‘There are no early termination charges for ending your Airtime Plan once you've paid off your Device Plan’ so I went to cancel by texting PAC on text and has come up to say I owe a termination fee of £421. Which is ridiculous when it clearly states in the above message what they said to me. Do I have a leg to stand on which getting this waived because of false information multiple times. 

[MI5]

@Cv1 

Once the device plan has been paid and the money cleared, there are no further fees to pay.

If you only just paid the device plan, allow at least 48 hours for the money to clear your account.

Guide: How does O2 Refresh work? 

[Cv1]

I haven’t paid the device plan off yet as I am unable to find out where I do it. Once I do that does it mean I won’t have to pay a termination fee then?

[MI5]

@Cv1 

Yes, that's correct.

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

[Cv1]

 

[MI5]

Same as I said above basically.

[Cv1]

Okay thank you so much I hope this is correct when I message them in the morning 🤞🏽

[MI5]

100% correct @Cv1