HELP! Customer Service dispute!

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Re: HELP! Customer Service dispute!

PostPosted by viridis » Wed Apr 06, 2016 1:35 pm

phillpark wrote:The phone's already been disconnected, so don't think I can get a PAC now. The livechat took place in Feb. They asked on the livechat if we wanted the pac and we said no. I'm more than happy to pay the device plan, I can't understand how if i'd have been given the PAC and paid the device plan I wouldn't have had to pay the airtime, but as we didn't we do?

Because O2 do 2 different cancellations.
1 for those who request the contract be cancelled (they cancel your Airtime contract = total Airtime + device plan)
2 for those who request paying off your device plan and are now legally free to leave without penalty.

I.e, once your device plan is paid, the staff will request cancellation of your now rolling 30 day contract, whereas if the device plan is still active, any 30 day notice request will cancel the whole Airtime Plan as well as device plan.
It's the murky bit of refresh that catches many out...
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Re: HELP! Customer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 1:43 pm

So even if she leaves within the 24 month contract, as long as the device plan is paid they don't make you pay the rest of the airtime?

If that's the case I don't understand why they are now demanding it? We are happy to pay the device plan, always have been. I had my debit card in my hand to pay it yesterday. They are refusing to let us just pay that
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Re: HELP! Customer Service dispute!

PostPosted by MI5 » Wed Apr 06, 2016 1:44 pm

Having just read the entire chat, you should be paying the device settlement fee plus 1 month of airtime which takes you up the to 22/03 cancellation date.
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Re: HELP! Customer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 1:51 pm

MI5 wrote:Having just read the entire chat, you should be paying the device settlement fee plus 1 month of airtime which takes you up the to 22/03 cancellation date.


The chat was on 22nd Feb, I think they have taken a payment for February and March which is what has reduced what was £90 down to £60.

I'm perfectly happy to pay the £60. if they want us to pay one more month airtime too I'd do that as well to sort the problem, even though we gave notice on 22nd feb, so surely the March payment covers that?

I can't go from paying £60 to to £115 though. that's ridiculous, especially as they were the ones that advised us.
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Re: HELP! Customer Service dispute!

PostPosted by viridis » Wed Apr 06, 2016 1:52 pm

Also bear in mind, the device plan will have been £90 after any pending direct debit is paid.
The device plan value goes down each month on bill generation not on payment date.
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Re: HELP! Customer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 2:01 pm

So if we phone up to say we are paying off our device plan, and settle that part, is something gonna happen on the computer to let them forget the rest of it?

If it was our f**k-up, we'd hold our hands up and pay. I honestly don't think this is though, and don't believe I should be penalised with paying an extra £56 because of it.
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Re: HELP! Customer Service dispute!

PostPosted by viridis » Wed Apr 06, 2016 2:03 pm

phillpark wrote:So if we phone up to say we are paying off our device plan, and settle that part, is something gonna happen on the computer to let them forget the rest of it?

If it was our f**k-up, we'd hold our hands up and pay. I honestly don't think this is though, and don't believe I should be penalised with paying an extra £56 because of it.

Once device plan is paid, you are only liable for the 30 days Airtime in the notice period.
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Re: HELP! Customer Service dispute!

PostPosted by MI5 » Wed Apr 06, 2016 2:04 pm

I'm struggling to see where the extra £56 is coming from, tbh.....?
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Re: HELP! Customer Service dispute!

PostPosted by MI5 » Wed Apr 06, 2016 2:05 pm

viridis wrote:Once device plan is paid, you are only liable for the 30 days Airtime in the notice period.

Notice period has passed now though and line disconnected?
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Re: HELP! Customer Service dispute!

PostPosted by viridis » Wed Apr 06, 2016 2:11 pm

MI5 wrote:
viridis wrote:Once device plan is paid, you are only liable for the 30 days Airtime in the notice period.

Notice period has passed now though and line disconnected?

Ahh yes, forgot that. :facepalm

To recap though, if I were to ring up with a 90 device plan remaining and cancel I would expect to pay (with 12.50 Airtime)
£102.50
90 Airtime (Feb DD payment is already deducted from device plan by 22nd)
12.50 (30 day notice)

Am I right there?
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