Top up and misleading £5 bonus credit

[Anonymous]

Hi - i just got an o2 pay as you go sim, and received an email from o2 saying

Top up by 10/10/2012 to get your £5 extra credit

The email promised a £5 credit would be posted within 48 hours. It is now some 96 hours, nothing has credited yet.

After 2 chats to various folks at O2, including Millie, they refuse to credit the amount.

I have written to the Telecommunications Ombudsman, the Office of Fair Trading regarding this false and misleading advertisement and also sent a copy to the BBC Watchdog and MoneysavingExpert.com. Really upset with o2, never again. Such a bad company.

[jonsie]

Did they give a reason for not crediting the account?

[Anonymous]

Hope - absolutely useless.

The whole reason I topped up was to get the £5 bonus.

Now they have £10 of my money and my balance is still £10.

Really upset... I think i will raise a dispute with my creidt card company.

o2 should be shut down, such an incompetant company as well as Telefonica.

[jonsie]

You might want to make an official complaint.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[Anonymous]

A full extract of their email:

Top up by
10/10/2012
to get your £5
extra credit

Hi XXX

Don’t forget you can still claim your extra £5 credit on your new sim.

Your new sim phone number:
XXX, 0

 
Top up now

Just follow these simple steps:

1
  
Put your sim in your phone
2
  
Top up online or
call 4444 free to top up
That’s it. You’ll get credit added to your
new sim within 48 hours.

Best wishes
O2

This email is sent from Telefónica UK Limited, a company registered in England and Wales. Registered office: 260 Bath Road, Slough, Berkshire, SL1 4DX.

£10 minimum top-up required. £5 credit applies to first top up only. This offer is only eligible for the following phone number(s) XXX

So i can conclude one of two things

1/ This is a false email, in which case o2's systems have given our my name, email and phone number which is VERY concerning

2/ They have clearly misrepresented what they said they would do, which is a matter for the Office of Fair Trading the Telecommunications Ombudsman and BBC Watchdog.

[Anonymous]

Thanks . I am not sure if it's the same in the UK as in Australia, but every complaint lodged to the Ombudsman costs o2 around $170 back about 7 years ago in Australia, so I suspect this willl cost o2 around £300 once a complaint is filed with the ombudsman.

This is their escalation email:

complaintreviewservice@o2.com

And I also contacted

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0845 050 1614
Textphone: 0845 051 1513
www.os-communications.org
Email: enquiries@os-communications.org

[perksie]

If you were a lawyer you would know that a complaint externally will not be looked at until you have exhausted the O2 complaint procedure.

[Anonymous]

I have contacted o2 3 times already and have copies of the dialogue. I'd appreciate if you didn't make libelous accusations about me

[Liquid]

Sure sounds like a lawyer:P

Have they given you a reason for not crediting the account?


Lets be honest here, be polite phone them ask them to credit your account. If they decline ask for a reason why.

If they fail to give a reason then ask them when you last "topped up" if its before the 10/10 then explain to them that they must do as advertised.

You must realise if you topped up on the 10th then you are not entitled to it.

You'll have to forgive the scepticism of you being a lawyer we have an awful lot of people on this forum and not everyone is realistic about themselves. We live in the age where a screen name and a few big words can make you the master of anything you want to be:(

[perksie]

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@Anonymous wrote:
I have contacted o2 3 times already and have copies of the dialogue. I'd appreciate if you didn't make libelous accusations about me

---

That confirms it!

No lawyer would ever make a statement like that.