HELP! Customer Service dispute!

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HELP! Customer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 12:52 pm

Hi all, soz been quiet on here for a while.

I have a major issue with O2 customer services going on. Mrs phillpark had a contract with O2, but decided to move to EE for better signal, more data, new phone etc.

We used livechat to ask how much it would cost to end the contract and were told £90. This wasn't a problem as she could recycle her O2 phone for just under £80. We accepted and told them to cancel.I will try import extracts of the livechat below. Before Mrs phillpark has decided to pay the £90, it has reduced to £60 due to direct debits going to O2. So i thought we were going to phone up and pay £60 to finalise the account. The operator said we needed to pay £115!

I was on the phone arguing with them for over an hour. It appears their livechat guy got it wrong, and didn't tell us that the £90 was just the device plan, and the air-time charge would continue. I appreciate in hindsight that maybe we should have double checked further, but we did ask more than one (all on the transcript), and the guy has confirmed that to end the contract will cost £90.

O2 ('lack of') customer services has fully acknowledged to me on the phone that livechat has f**ked up and given us incorrect info. BUT they say it is still our problem and the £60 we thought we were gonna pay is still £115 at present. O2 wont budge and are adamant we have to pay them £115, despite knowing we were given incorrect information. They have also stated that advice given by livechat is only valid for 7 days, and I can't see anywhere within the chat where this is mentioned!

I'm trying not to rant, but the simple fact is if they had told us the bill was as high as they are now saying, Mrs phillpark would have simply continued with her contract. They told us it was £90, and are now saying 'we got that wrong, but it's still your liability'.

Have I got a leg to stand on here?
Last edited by phillpark on Wed Apr 06, 2016 1:06 pm, edited 1 time in total.
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Re: HELP! Cutomer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 12:57 pm

PRATEEK: Hi my name is Prateek, how may I help?
LOUISE: Hi, my o2 contract ends on the 4th august this year, my device plan is £15.00 a month and my airtime bill is usually about £12.75. If i wanted to end my contract with o2 how much would it cost me? it says i will pay £90 if i was to upgrade now but is that the amount i would pay altogether to end my contract?
PRATEEK: I will check this for you
PRATEEK: Please can you confirm,
1. Your full name
2. Mobile number
3. You are the account holder
4. The 1st and 3rd characters from your security answer.
LOUISE: Louise Parker
LOUISE: ~~~~~~~~~~~
LOUISE: if i can remember my password the characters would possibly be ~ and ~
PRATEEK: Thanks for confirming
PRATEEK: But the security answer is not matching
PRATEEK: Hint: Favourite sports team
LOUISE: ~~~~~~~~~~~~~
PRATEEK: Perfect match
LOUISE: ok
PRATEEK: Please give me a few minutes while I check this for you.
PRATEEK: As I can check you just need to pay £90.00 for both cancel and upgrade both.
LOUISE: so i can finish my contract today for £90 if i wanted to
PRATEEK: Yes correct
LOUISE: so if i said i wanted to do that now, what exactly would happen? Would i have to pay the £90 right now, or would i be sent a final bill at the end of a 1 month notice period?
PRATEEK: You have both the options you just have said.
LOUISE: Can i give you notice that i want to cancel now then, and be sent a final bill after a month?
PRATEEK: Yes for this I need to connect you to the cancellation team so that they can arrange this for you however there is a wait time of 25 minutes if you agree then I can proceed to transfer your chat.
LOUISE: Ok, please transfer my chat
LOUISE: thank you for your help
LOUISE: can you email me a copy of this chat?
PRATEEK: Sure will do this for you
PRATEEK: Please help me with your email address?
LOUISE: louiseparker~~~~@~~~~~~~~~~~~
PRATEEK: I have sent you the chat to your mail box.
PRATEEK: And I am connecting you to the cancellation team please be connected.
info: You have been transferred to queue Recontract
UMESH: Hi my name is Umesh. Please give me a moment to read your previous chat.
LOUISE: ok
UMESH: Thank you for waiting.
UMESH: I see that you're looking to cancel the contract.
UMESH: Can I please know the reason for cancellation?
LOUISE: yes, that's right. Im just looking for a new handset, but also i find my signal not brilliant, so am looking at switching provider
UMESH: Thank you for sharing.
UMESH: Can I just confirm you are the account holder of the phone?
LOUISE: yep
UMESH: Thank you.
UMESH: I have checked you're on O2 refresh contract so if you want to cancel the contract you have to pay off the remaining phone plan £90, is that okay?
LOUISE: yes that's fine, the gentleman on the other chat said i wouldn't have to pay that now, but that you would send me a settlement bill after 30 days or so?
LOUISE: I've seen a deal i like with EE, if you were able to match it, i might consider staying though...
UMESH: Can I please know the deal offered by EE?
LOUISE: A sony z5 compact, 2Gb data, ultd texts and 1000 mins. No upfront handset cost.
UMESH: And the monthly payment?
LOUISE: £29.99
LOUISE: The mins and texts i could negotiate on, but i need no less than 2Gb data
UMESH: Ah ok.
UMESH: Give me few minutes, while I check the deal.
LOUISE: it's not direct through ee, it's through a third party reseller
UMESH: Okay, that's why you're getting at so low monthly payment
UMESH: But still we can try to get the deal.
UMESH: Give me few minutes, while I check the deal.
UMESH: Thank you for waiting,
LOUISE: no probs
UMESH: We can offer Sony Xperia Z5 Compact and Unlimited minutes, Unlimited texts and 3GB data with zero upfront cost and you will be paying £36 per month on O2 refresh contract for 24 months.
UMESH: I have checked as you have been with us since many years so we will add £3 discount on airtime plan for 24 months so you will be paying £33 per month.
LOUISE: thank you for trting, but that's too high a monthly cost. I'm not prepared to pay that much.
LOUISE: would you do me 2Gb data instead for £30 pm?
UMESH: We have tariff with the 1GB and then 3GB.
LOUISE: 1gb isn't enough.
LOUISE: if you can't do me at least 2Gb for £30pm, i'll have to cancel i'm afraid :-(
UMESH: I'm afraid we don't have deal with 2GB but we have deal with 3GB.
UMESH: And we're offering at 33 per month.
LOUISE: I know, but that's too much i'm afraid. I appreciate you've offered me a loyalty deal, but it really needs to be £30pm.
LOUISE: I sthere nothing more you can do?
UMESH: I have another deal but it is with upfront cost.
LOUISE: how much up front?
UMESH: We can offer Sony Xperia Z5 Compact and Unlimited minutes, Unlimited texts and 3GB data with £109.99 upfront cost and you will be paying £31 per month on O2 refresh contract for 24 months.
UMESH: we will add £3 discount on airtime plan for 24 months so you will be paying £28 per month.
LOUISE: thank you ever so much for trying, but that doesn't work for me.
LOUISE: Can i give you 30 days notice, and be sent a settlement bill at the end of that?
UMESH: I'll help you to cancel the contract.
LOUISE: ok
UMESH: Would you like to keep the number?
LOUISE: if i can
UMESH: yes, you can keep the same number.
UMESH: We have 3 methods to cancel the contract.
LOUISE: ok
UMESH: First method you can give 30 days notice and then your contract will be cancelled after 30 days.
Second method you can get the PAC and then you will be able to keep the number with another network.
Third method you can move the number to pay as you go and it will be done within 48 working hours.
UMESH: once your number is moved to pay as you go your pay monthly contract will get automatically close
UMESH: Migration is free of cost and you won't get any monthly bills.
UMESH: So which method you'd like to go with to cancel the contract?
LOUISE: i'm not that bothered about keeping the number, so could i just give the 30 days notice?
UMESH: yes, that's fine, you can give 30 days notice to cancel the contract.
UMESH: Once we place the 30 days notice your contract will be cancelled don 22/03/2016, is that okay?
LOUISE: yes, that's fine.
UMESH: Perfect.
UMESH: I have placed the 30 days notice to cancel the contract and it will be disconnected on 22/03/2016.
LOUISE: thank you
UMESH: Once the contract is cancelled you will get the final bill after 14 days of disconnection.
UMESH: Here’s some info you’ll need to read about disconnecting. here
UMESH: I have set this up, so you don't have to do anything,
UMESH: Is there anything else I can help you with?
LOUISE: no, thank you for all your help
UMESH: If you've got an old phone, you can recycle it with us, and we'll give you cash back here.
UMESH: Have a lovely evening ahead :)
UMESH: It was nice chatting with you.
UMESH: Goodbye and take care.
LOUISE: and you :-)
UMESH: Thank you :-)
info: Umesh has ended the chat
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Re: HELP! Cutomer Service dispute!

PostPosted by MI5 » Wed Apr 06, 2016 12:58 pm

Have you raised a complaint http://www.o2.co.uk/how-to-complain or emailed Ronan ?
What does it say in your MyO2 as far as device settlement costs are concerned?
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Re: HELP! Cutomer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 1:01 pm

Haven't done either yet. I don't go on O2 forum any more so don't really know Ronan. We just based our decision on the livechat (now uploaded), and can't beleive that despite them acknowledging they have messed up, it's still our fault.

We are talking us having to pay an extra £58.60 on top of the £60 we knew we had to pay already.
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Re: HELP! Cutomer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 1:02 pm

The £90 as was, or £60 as remains now is the cost to pay off the device, the rest is airtime to take her to the end of the contract.
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Re: HELP! Customer Service dispute!

PostPosted by viridis » Wed Apr 06, 2016 1:18 pm

Once you pay off device plan, the cost of Airtime is finished anyway.
The best route for you would have been to pay device plan then next day request your pac.
O2 agents have just muddied the water and given crap info.
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Re: HELP! Customer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 1:18 pm

viridis wrote:Once you pay off device plan, the cost of Airtime is finished anyway.
The best route for you would have been to pay device plan then next day request your pac.
O2 agents have just muddied the water and given crap info.


But I offered to pay the device paln yesterday, and they're telling me to pay the full £115?
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Re: HELP! Customer Service dispute!

PostPosted by viridis » Wed Apr 06, 2016 1:21 pm

phillpark wrote:
viridis wrote:Once you pay off device plan, the cost of Airtime is finished anyway.
The best route for you would have been to pay device plan then next day request your pac.
O2 agents have just muddied the water and given crap info.


But I offered to pay the device paln yesterday, and they're telling me to pay the full £115?

Ring back and keep going round the staff until you find one who will take device plan payment only.
Then tomorrow, pac out
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Re: HELP! Customer Service dispute!

PostPosted by phillpark » Wed Apr 06, 2016 1:28 pm

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?
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Re: HELP! Customer Service dispute!

PostPosted by MI5 » Wed Apr 06, 2016 1:32 pm

I assume it was a refresh contract?
Edit: Yes it was as I've just read the chat.....
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