Unfair Trade Practice/ False Advertising

[Anonymous]

Hello,

On the 1st of September, I ordered online a O2 sim card, under the Big Bundle -PAYG scheme. It arrived at the 5th, and I topped it up with 15 pounds.

The problem is that I discoverd that I am obstructed from calling/ texting non-UK numbers.

I based my choice on the information I received from the advertisment at this link. https://www.o2.co.uk/shop/sim-cards/pay-as-you-go/

The advertisment does not display the significant information that the allowed calls/ texts are only for UK providers. In contrast the Vodafone corresponding advertisment does explicitly provide this info https://www.vodafone.co.uk/shop/bundles-and-sims/pay-as-you-go-plans/index.htm

If I had known that, I would not have chosen to purchase this offer.

Furthermore, when I searched the option to switch to an International Sim, I was surprised to discover that, since I activated the current Bundle, I am obstructed from switching into the International Tariff until the end of the month. Therefore the money I have already payed is lost. http://www.o2.co.uk/help/pay-and-go/international

Finally, it turns out that the International Sim offer is essentailly fake, because it offers 3000 texts only to O2 numbers. The whole point of getting an International Sim is to call/text numbers of other providers.

As stated at the Ombudunsman site I am obligated to "first raise a complaint with the telecoms company in and give it an opportunity to resolve the issue." https://www.ombudsman-services.org/communications.html

So from what I gather from the Contact Us site, http://www.o2.co.uk/contactus , I'm supposed to post a complaint in the O2 community and subsequently start a live chat with a Customer Service Advisor.

Alex

[jonsie]

Good luck with your complaint but all texts and calls are for use in the UK.

[MI5]

You complain here if you feel you have grounds to, although I don't believe this will give the result you desire http://www.o2.co.uk/how-to-complain

[sheepdog · Accepted solution]

Strange, it took me two clicks (its the standard rates link in the centre) to get to the call costs where it lists the charges you should expect on PAYG. But the Vodafone link is very similar but applies to roaming outside the UK not UK to international though it does cost an additonal £10 to add the ever so incorrect "freebie" for international calls. 

However, as Jonsie and Mi5 imply, its not a case you will be winning and never likely to go to the Ombudsman even if you're following procedure as it will be a case of: were the t&c's available on the website and were the call charges clear? Its less clear cut if you purchased in a shop where you could have got a wrong answer to your questions thus were sold 'unfit for purpose' but online, is a different matter in respect of an informed decision. Then again, if you used live chat and have a record of it explicitly asking the questions then you would have your case.