Upgrade: Charged upfront cost of £99.99 when it was agreed to be waived

[Anonymous]

I agreed to upgrade my device and continue with O2 on the basis of which the upfront cost was agreed to be waived and my current device plan reduced, however once I confimed over email I was charged the full £99.99.

I called up to try and resolve this issue and to see if anyone could correct this mistake and I was told that there were no notes on the agreement to say this had been agreed to. I was told that my enquiry had been forwarded on to the member of staff involved in the agreement and I am yet to hear back.

This whole issue has made me regret sticking with O2 as I was already thinking about moving to another network after feeling a lack of reward for customer loyalty when given the initial upgrade options.

[Anonymous]

@Anonymous It’s unlikely that they will call you back but you could complain 

links here but resolver gets quicker results

http://www.o2.co.uk/how-to-complain.

https://www.resolver.co.uk/companies/o2-complaints

[Cleoriff]

@AnonymousIf you are within the time scale permitted you could always change your mind. As long as it's within 14 days. Have a look here https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

[MI5]

---

@Cleoriff wrote:

@AnonymousIf you are within the time scale permitted you could always change your mind. As long as it's within 14 days. Have a look here https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

---

Too right.

Cancel and go elsewhere.....

Any chance you got the agreement in writing at all?

[Martin-O2]

Hey @Anonymous did you speak to customer services about getting the original deal you were offered reinstated?