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

on 21-09-2017 16:36
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on 21-09-2017 16:36
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.

on 21-09-2017 16:40
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on 21-09-2017 16:40
@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.
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on 21-09-2017 17:50
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on 21-09-2017 17:50
@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
Veritas Numquam Perit
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on 21-09-2017 18:00
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on 21-09-2017 18:00
@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?
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 25-09-2017 09:39
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on 25-09-2017 09:39
Hey @Anonymous did you speak to customer services about getting the original deal you were offered reinstated?
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