Put on incorrect contract

[GoingCrazy]

My mum asked for a SIM like hers which is classic PAYG however when she paid the £10 top up she found the credit went immediately and she has to use that amount by 25th September so basically O2 put her on a contract PAYG. How can I resolve this without her losing her money? Very poor service received so far and not something that an OAP should have to be dealing with. Help ASAP please as won't use the phone until  corrected.

[pgn · Accepted solution]

It is not a contract, but the way the PAYG Bundles work - there is no more Classic PAYG, @GoingCrazy.

More info here: https://www.o2.co.uk/help/pay-as-you-go/big-bundles

[MI5]

@GoingCrazy 

Classic is no longer available from O2 I'm afraid.

You need to use Tesco or giffgaff which both run on O2 network.

[GoingCrazy]

So what we're basically saying here is that the O2 person outright lied to get the sale on a SIM and 2 phones. As for classic not being available, one of my parents still is so definitely isn't an impossibility. So now I need to find out how to complain, get the money back and potentially get a refund on the phones. I'm unsure also as to how the bundle isn't considered a contract seeing as you're held to using £10 in 1 month or lose it, in effect a contract.

[MI5]

@GoingCrazy 

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

Anyone still on the classic payg can remain so, but it's no longer available for new customers.

[Cleoriff]

Also @GoingCrazy  It's not a contract as you can stop any time you like.  Not defending the Customer services rep but as Big Bundles have been the only PAYG tariff for the past two years, they probably had no idea you wanted Classic which has been said, is no longer available from O2. You can get it from Tesco or giffgaff which both run on the O2 network.

[MI5]

Currently the best PAYG tariff here https://www.1pmobile.com/

[Cleoriff]

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@MI5 wrote:

Currently the best PAYG tariff here https://www.1pmobile.com/

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Agree with that ^^^^^ 😉