o2 Refresh Issue

[Anonymous]

hey I wonder if any one could offer their opinion on this matter below. I'm on a Pay Monthly o2 Refresh 24 month contract, expiring Sept 2016. On November 30th I noticed an offer on the o2 homepage that offered o2 about experiencing 30gb on iPhone 6s Plus and how o2 would offer my next upgrade on them. So I followed the link and it said on the page 'Upgrade after 12 months, on us, with our 30gb tariff'. As I was past the 12 month mark and logged in to my account, I could make an upgrade so chose the iPhone 6s Plus 128gb, paid the Up front cost and selected what I thought was my new tariff. It all went through ok and I picked up my new iPhone that day at the store below my office. Nothing was mentioned at the pick up, and I asked if I needed to put in the new sim given - but was told there was no need. I thought nothing of it, and continued to use my new phone with my original sim.

Yesterday I checked my bank account and noticed that there were two payment from o2 had come out, which I found odd as I had received no notification via text, email or letter - which I usually do when my bill is due. I logged in to my o2 account and there are now two numbers under my account. I also received my bill for my original account - so figured there had been a mix up and contacted o2 Chat. They told me that I'd in fact bought myself a new o2 refresh contract, rather than upgrade. As this was past the 14 day cooling off period there is nothing I can do other than to continue or pay the full contract out to exit.

When I checked the o2 site I see that the 'upgrade' info has now change to include 'more details' about trading the old phone - which definitely didn't exist at the time on 30th Nov. I'm a fairly savvy guy, and checked the site for further details at the time, to ensure that I wasn't getting myself in to anything daft.

As o2 never sent me the bill to charge me for the new o2 Refresh do I have a case to cancel? If I had seen the bill prior to the money being taken from my account, I would have had the information to cancel during the 14 day cooling off period.

I wondered if you could let me know your thoughts on this.

Thanks,

Gary.

[MI5]

The 30gb free upgrade deal is only available next year if you take an iPhone this year. It was never a free to upgrade to offer.
You should have paid off your old device plan and cancelled that contract before starting a new on on the iPhone 6s.

[Anonymous]

Yeah that is clear now, but however I don't think it was clearly set out on the site at the time. I certainly wouldn't have taken out another o2 Refresh contract for an additional £70 a month, if I had known what I know now. I find it odd that no notification was sent regarding the new bill.  Also I don't recall setting up a new direct debit for these bills. I find it all a little odd. If I go through the same process now, it looks like there are new steps in place which didn't exist on 30/11. Maybe I'm not the only one in this situation, and o2 have screwed up.

[MI5 · Accepted solution]

You're the first we have heard of that was confused by it tbh.
You can try the complaints route http://www.o2.co.uk/how-to-complain but I do honestly think this is down to your mis-understanding, sorry.....

[Curr946]

Golden rule, always read the small print.. And the big print

[Bambino]

As you've gone past the cooling off date it looks like you're out of luck. The complaints procedure looks like your best bet.

[viridis]

Which part of "if you buy an iPhone 6S on our 30gb tariff, your next upgrade is on us" confused you exactly?

[jonsie]

The OP says it wasn't showing previously but I'm fairly sure I read it previously and understood it was the next upgrade....

[Curr946]

The word 'next' I believe, as OP appears to have taken this literally and believe the next upgrade was being done at time of order, just like any other upgrade and so making the entire statement pointless.

[Anonymous]

I read it as my 'next upgrade' is on o2 if I experience 30gb on an iPhone 6s Plus. My 'next upgrade' was from iPhone 6 to iPhone 6s Plus - which is why I thought the upgrade was on o2. I didn't read it as my upgrade from iPhone 6s Plus to iPhone 7.