Dear O2,
My iphone, 4 months away from its contract end date, died recently. I used your "web chat" system, and told the lady that I was happy to pay off my contract and start a new one in order to get a working up to date phone.
She told me "there is no way we can do that until your contract is up in June". I again stated that I just wanted to pay off these last few months, and start again. She again repeated "there is nothing i can do until June to help you sir".
I pointed out that my only other option then was to pay off my contract now and go to another company to buy a new phone. She said "that is up to you sir".
I again pointed out that due to this O2 would be losing around £1000 from me, potentially more - as I do like to go over my data limit quite alot. But she seemed not one bit concerned.
I was fairly sure that once I had cleared my remaining months I could get a new contract, so I went to the O2 store near me. I told them the story, and how I was happy to pay off the contract in order to stay with them. They told me "Sorry, but in store we can only help you once your time has run out in June". Again I was mystified at how much O2 seemed to want to get rid of me!
I asked if I were to call customer services, would they be able to set up a new contract, and was told "No sir, these are the rules, we can not change them for you!".
This was bizarre, so I went to EE, who sold me a new phone on a contract twice as good as O2's (unlimited data, 5000 texts, 500 mins for the price of O2's 500mb data, 200 texts and 200 minutes), for a fraction of the initial cost. I used the money I saved to pay off my contract to you.
Why you wanted me to do this, and wouldnt just say "No worries sir, heres a working phone, thank you for paying off the old one" I have no idea, but I felt maybe someone should point out to you how you are losing valuable customers (I have been with you for 4 years) due to what I suspect is bad training to your sales staff.
Anyway, thanks for a nice 4 years, it was mostly good, just a shame you did not want me to stay with you any more 😞
