Wrong info given

[Anonymous]

What do I think should happen as I was given a tariff but it can’t have friends & family discounts added on? However I was told by the agent who put me on it said it will be available. Now o2 are saying the agent gave wrong info and they can’t do owt!
Need ur response guys as to what I should do or what u think o2 should do now?

[Glory1]

Hi @Anonymous. Sorry to hear you were misinformed by an advisor. If you want to make a complaint follow this link

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

Good luck and welcome to the forum.

[Cleoriff]

Hi @Anonymous *Friends and Family discount only applies if you have friends or family working for O2.

https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Open-amp-Friends-and-Family-discounts-How-to-sign-up/ba-p/1020172

So are you actually talking about a Sharer tariff https://www.o2.co.uk/sharer-plans which is something completely different

"To get a sharer plan, you’ll need a phone or tablet on an O2 Refresh tariff with 1GB or more of data. This will be your lead device. It doesn’t have to be on a new contract – go to My O2 or come and see us in store to share your current data allowance"

You need to let us know what you were offered

*Edited for spelling....

[MI5]

Maybe you are thinking of the Family Plan ?
https://www.o2.co.uk/family-plan
Which applies if someone in your household already has an o2 contract.

[Anonymous]

I have been a customer for O2 for the past god knows how many years. I have never had any problems and even though I have been given cheaper tariffs elsewhere, I have always remained loyal to O2 as I've never had any issues.

Well, now on Tuesday I got in touch with O2 from my handset and I was looking around to see if there was any offers or any good deals I could join.

I was on unlimited calls, unlimited texts and 10gb data for £20 before I was offered unlimited calls, unlimited texts and 20gb data for £20. I was told its exactly same payment and my friends and family discount would be valid on it. The agent told me a few times it was valid on the tariff I choose.

Now today my family member who tried to put the discount on said he got a text message saying the discount was not available on the tariff I chose because it was not eligible. I phoned the O2 customer services and again they were not helpful. The loyal customer as me were just getting brushed off.

I was told to send this email into you as I want this escalated to the higher point in O2 as this is all wrong. I work for customer relation for a high street retailer and I know that once a agent says this then the company needs to abide by this. Therefore, I want a higher management team to look into this and come with a resolution and gesture of goodwill for the time and distress I have been given by O2.

I want O2 to add the discount of friends and family on my tariff which I picked for unlimited calls, unlimited texts and 20gb data for £20, as this is only fair.

You should have all the calls recorded to prove I am saying the truth. Please listen to the calls if you have to.

I await for your response.

[MI5 · Accepted solution]

@Anonymous

You are not taking to o2 here I’m afraid.
Discounts are not available on already discounted tariffs either.
You can check the help and FAQ’s here.
https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Open-amp-Friends-and-Family-discounts-How-to-sign-up/ba-p/1020172
If you want to complain to o2 you can find details on this link
http://www.o2.co.uk/contactus

[Cleoriff]

@AnonymousThis isn't customer services you are talking to. It's a community forum with advice given by members like yourself. We have no access to your account therefore can only advise with general information. If you want to speak to customer services who WILL have access to your account then you should give them a call here https://www.o2.co.uk/contactus

[Anonymous]

I know this is not o2 customer services.
I have been given wrong info so my question to the community is to ask what can I do to get this rectified?
Should o2 abide with what they said?
The community should know how bad they have treated me and as if there’s nothing more they can do.
Community should be aware the very poor service and treatment I’m getting....

[Cleoriff]

---

@Anonymous wrote:
I know this is not o2 customer services.
I have been given wrong info so my question to the community is to ask what can I do to get this rectified?
Should o2 abide with what they said?
The community should know how bad they have treated me and as if there’s nothing more they can do.
Community should be aware the very poor service and treatment I’m getting....

---

Then the only option open to you is to make a complaint @Anonymous https://www.o2.co.uk/how-to-complain

Use Resolver in the link given.

[MI5]

---

@Anonymous wrote:
I know this is not o2 customer services.
I have been given wrong info so my question to the community is to ask what can I do to get this rectified?
Should o2 abide with what they said?
The community should know how bad they have treated me and as if there’s nothing more they can do.
Community should be aware the very poor service and treatment I’m getting....

---

As I've already said, it's very clear in the T&C's that discounted tariffs cannot have further discount applied.

Your choice is to make a complaint from the link I've given you or cancel the change and take a non discounted tariff so you can apply the F&F discount.

Surely your friend who works for o2 knows the rules too?