o2 Messed Up

[PinkCheetara]

so long story short got the message i could cancel my airtime contract due to the price increase, so i did, and moved to a different plan... 
customer service advisor confirmed it wouldnt cancel my device plan, and i could use the same SIM... 

Customer service advisor took it upon themselves to cancel my device plan and disconnect my phone and send a sim card that took 4 days... o2 were able to give me back some services like making calls/sending text but couldnt recieve them... until i got the new sim... 

Myo2 is messed up it keeps defaulting to an old device plan thats paid off because he retained the wrong plan. I cant claim my disney plus i was promised since it's not even an option anymore (even though i could friday - the day it all started, but left it cause all sorts of stupid stuff was going on with my account)

I've made an official complaint to o2 since my device plan has now gone to collections and i didnt ask for that, and they're like well you're just gonna have to deal with collections now... 

But is there anyway to claim my disney plus im entitled too since it was with the unlimited contract? help?

[PinkCheetara]

Thanks, they've already admitted it was their fault, i have screenshots of specifically saying on chat not to cancel my device plan lol so they cant get away from it

[PinkCheetara]

It's not working on browser for me 😞 

the app didn't change until i cancelled my airtime plan and swapped that day it changed for me i was like wth is this lol

Thanks for your help

[ChanelK]

How did you cancel? I didn’t know this price increase was happening until I watched Martin Lewis tv programme just now. I wanna cancel I can’t afford the phone anyway. But anyway how did you cancel? My online o2 thing is messed up I can never navigate it and nothing ever works. Sorry for the ramble xx

[MI5]

@ChanelK 

You can only cancel the airtime portion, not the device plan.

You still need to pay for the phone.

Call on 202 or 0344 809 0202

[PinkCheetara]

Update to the situation...

O2 have accepted that the airtime plan should of been "upgraded" because i just wanted to change my plan, o2 customer service wrongly disconnected the airtime and device plan, and made me do a new credit check etc. 

O2 has told me they cant do anything until the last bill has been issued, theyve now changed that to, they cant do anything until im in arrears. They've stated they're probably going to mark my credit report even though its their mistake but they can "edit this" because its their mistake (ridiculous!!!)

They issued £200 credit to my account (i didnt agree to this) to which i stated. Collections are just going to take this, which they agreed and said they sent it to my bank (recieved nothing as of yet)

So all in all... o2 are incompetent 

[PinkCheetara]

oh they're in trouble now, spoke to customer service since this £200 was supposed to be in my bank and nothing arrived, found out they didnt even action it (apparently now sending it via cheque)... despite the manager asking me for my bank details, what he did do was set up a direct debit without my permission so i nearly ended up paying for the device in full in 2 days time, I've forwarded all of this to the ombudsman now... I'm sick of dealing with incompetent staff and it just continues, that and im not happy about them making me go into arrears and marking my credit reference due to their mess up.

[PinkCheetara · Accepted solution]

Last update...

For over a month i've been trying to get my device plan back on track so i could pay it, finally did it the other day and was told to make a payment THAT day or the payment agreement would be cancelled...

Roll on to today, got an (mass) email from o2 identifying they had communication issues (bit more than that you cancelled a device plan without myself asking you to just cause i wanted out of the airtime plan)... well anyway they cleared the remaining balance of my device (of which i only paid one installment for because i literally took the contract out in september). Very expensive lesson to learn o2...

I saw this had happened to multiple people so i hope they got their balance cleared too! 

I never did get to go to the ombudsman... but managed to get £200 cash and £962 cleared off for the phone, due to their mess ups... 

Hope you all have a merry christmas, and thanks for your help (and if they give you grief and send you round in circles, don't give up!)