O2 Huge Bill.. Resolved.. Finally!

[smiith]

Right.. Long and short.. I went to Ibiza in August, my phone was stolen, and by the time id reported it to O2, there was a £1400 phone bill racked up somehow.. I suspecting they rang then pay numbers like xfactor, but set up to charge you, then give them the money in an account..

Anyway, when i got back off holiday, O2 said that they would pay the bill providing that my holiday insurance said they wouldn't and that i had reported it to the police as soon as it was stolen..

The women i spoke to said she had spoken to her manager, and they had agreed that O2 would foot the bill..

Now, a month on, after sending proof my insurance won't cover it, and the police report which was made 20 minutes after the theft, they are saying head office say they cannot pay the bill, because the phone wasn't reported instantly.. (Yet O2 lines didn't open until 8AM)

Where do i stand on this? I'm thinking there is some kind of verbal contract.. Saying that they will pay for it, specially saying it for a month, and telling me everything will be fine, which made me go and get an upgrade from O2, to an iphone 4S on a 24 month contract..

Had i known they would do a U turn, they would have never got my custom..

So, anyone with any sort of legal brains.. Where do i stand on refusing to pay for this?

[MuZiZZle]

http://i.imgur.com/NUSx5.jpg

[0rang3peel]

in a call centre, if they have the call recorded (they should do) confirming that was said they should have to refund it.

[Jay_T87]

if theres no recording of the call and/or you didnt get the names of the people you spoke to then im not sure that youll have much of a leg to stand on.. A verbal agreement means basically nothing without proof.

[rick_VTR]

just dont pay it.

what can they do? they cant make you pregnant can they.

[smiith]

in a call centre, if they have the call recorded (they should do) confirming that was said they should have to refund it.

if theres no recording of the call and/or you didnt get the names of the people you spoke to then im not sure that youll have much of a leg to stand on.. A verbal agreement means basically nothing without proof.

They have the calls recorded.. I spoke to a bloke about it, because the woman was taking fucking ages to deal with it, and he told me he had listened back to the recordings, and heard her say she has spoke to her manager, and they will cover my charges

[Giraffe]

The final step would be them taking you to court to collect the debt wouldn't it? In which case if you could provide proof of the police report and them not being open til 8am for you to report it, I think it would probably be ruled in your favour?

Request a copy of any notes made on your account with O2. When I used to work for Virgin, we had to leave notes that detailed the contents of each call on peoples accounts, I would hope O2 have the same system and I'm pretty sure they have to give you them.

[smiith]

Like i said Dave, they said they had listened back to the call.. Also he said that he had put on my notes that he had listened to the calls, and heard her say it several times..

[Jay_T87]

They have the calls recorded.. I spoke to a bloke about it, because the woman was taking fucking ages to deal with it, and he told me he had listened back to the recordings, and heard her say she has spoke to her manager, and they will cover my charges

Well if thats the case then you should be sorted. Surely they cant just decide to change their mind? If not then violate her anus:y:

[smiith]

Well if thats the case then you should be sorted. Surely they cant just decide to change their mind? If not then violate her anus:y:

She said that it had been send up to billing, and billing have decided that it isn't their problem to pay it, as it wasn't reported the minute it was stolen, so they can only cover calls after that point

[Manu]

Simple. Ask them for a copy so you can provide it to trading standards. That should make them move sharpish.

[MuZiZZle]

what a farce dude, ring, elevate it to management!

[0rang3peel]

you can request a copy of the notes from the account for £10 I believe.

[smiith]

Gonna ring up after brunch, and tell them i want the recordings and the notes, to start proceedings with trading standards, then if i have to, il go to places like the sun, who love to blow things out of proportion

[Jay_]

I was in the same situation but for £800.

Rang them and explained, they cut me off for not paying the bill. So rang them, kicked up a huge fuss, sent them my crime reference number and then they paid the bill.

[Mochachino]

Yeh bring up trading standards etc, tell them you have already spoke to them and that they have told you to request the notes etc.

[Jay_T87]

She said that it had been send up to billing, and billing have decided that it isn't their problem to pay it, as it wasn't reported the minute it was stolen, so they can only cover calls after that point

But how could you have reported it if the lines were closed? Theres got to be some room to manouve there?

[Randyransford91]

i used to work for O2 in customer service, and they have to honour it if a advisor has already said it can be done... ask to speak to a manager because the advisors dont have enough authorisation to deal with it...

[smiith]

i used to work for O2 in customer service, and they have to honour it if a advisor has already said it can be done... ask to speak to a manager because the advisors dont have enough authorisation to deal with it...

When i ring them i will, i can assure them, i wont be paying £1400, or anything..

They did say "you can pay it off bit by bit with what you can afford.."

So out of interest i said well what would happen then..

"well, your phone would be barred to all outgoing, you could only receive calls and texts, and your internet would be cut off"

Loads of point in paying it off monthly then, if the phones effectively useless!

[Randyransford91]

When i ring them i will, i can assure them, i wont be paying £1400, or anything..

They did say "you can pay it off bit by bit with what you can afford.."

So out of interest i said well what would happen then..

"well, your phone would be barred to all outgoing, you could only receive calls and texts, and your internet would be cut off"

Loads of point in paying it off monthly then, if the phones effectively useless!

Plus it affects your credit rating too. :panic:

But like i said the calls are recorded and they can see that the previous advisor said they will foot the bill. Therefore speak to a manager get them to listen to the call, try not to be arsey with them either cause they just fuck you about and wind you up. The advisor has already said they will foot the bill so they have to honour it, i had a few calls where advisors 'misadvised' and we had to stand by with what the first advisor said. But then obviously warn the customer that it could'nt be done again. Obviously your case is a bit different but you get what im trying to say.

But on the bright side of things to cheers you up a little, think yourself lucky. I had a bloke phone up and ask what his bill was.... In excess of 1K!!! :panic: All because his daughter had been phoning her mates while on hols in the USA. Oooppsss! Obviously he could'nt get out of it. The last thing he said after i explained his options was well I will have to get a credit card and call you back!

[smiith]

Plus it affects your credit rating too. :panic:

But like i said the calls are recorded and they can see that the previous advisor said they will foot the bill. Therefore speak to a manager get them to listen to the call, try not to be arsey with them either cause they just fuck you about and wind you up. The advisor has already said they will foot the bill so they have to honour it, i had a few calls where advisors 'misadvised' and we had to stand by with what the first advisor said. But then obviously warn the customer that it could'nt be done again. Obviously your case is a bit different but you get what im trying to say.

But on the bright side of things to cheers you up a little, think yourself lucky. I had a bloke phone up and ask what his bill was.... In excess of 1K!!! :panic: All because his daughter had been phoning her mates while on hols in the USA. Oooppsss! Obviously he could'nt get out of it. The last thing he said after i explained his options was well I will have to get a credit card and call you back!

The one thing thats mainly pissed me off, is i was going to get a new contract with a different network provider.. But because O2 said they would sort this out for me, and seemed to be decent about it, i thought id renew with them..

So now i have a new contract, which obviously when i dont pay the £1400, it will be barred, which im sure they will still keep charging my £35 a month, and add that onto the debt!

[Randyransford91]

The one thing thats mainly pissed me off, is i was going to get a new contract with a different network provider.. But because O2 said they would sort this out for me, and seemed to be decent about it, i thought id renew with them..

So now i have a new contract, which obviously when i dont pay the £1400, it will be barred, which im sure they will still keep charging my £35 a month, and add that onto the debt!

Yeah i understand what you mean. Like i said phone them, get them to honour it, and threaten legal action if they don't...

[MuZiZZle]

subscribe to which, then use their legal team

[smiith]

Speaking to someone now, said i want to speak to a manager and he is being abit evasive and has put me on hold to read the notes..

told him iv been intouch with trading standards and have been asked to retrieve the notes.. Lets see where this ends

[Mochachino]

Smith ffs, just phone them up and tell them to listen to the recorded phone call where you were told you wont have to pay it, tell them you have been in touch with trading standards and they told you what process to take. Say you have upgraded with o2 because of what you were informed by o2 was happening about your phone bill otherwise you would have gone to another provider. Don't leave the phone call without winning.

[Mochachino]

Speaking to someone now, said i want to speak to a manager and he is being abit evasive and has put me on hold to read the notes..

told him iv been intouch with trading standards and have been asked to retrieve the notes.. Lets see where this ends

Good boy.

[devilsadvocate]

Keep us updated.

Have to be very careful when companies tell you things over the phone and not in writing. We hired a mini bus a few weeks ago and got a phone quote for £1400 and paid £400 deposit, the day before we called up to make sure it was going to be delivered etc. The guy then said the price was £1700 and had no record of the previous phone call.

We paid it because we needed it, then they charge us £1850 on my friends credit card! Currently going through the credit card company and then will move onto trading standards. Stupidly the guy who phoned up originally didn't get the quote in writing!

[smiith]

Smith ffs, just phone them up and tell them to listen to the recorded phone call where you were told you wont have to pay it, tell them you have been in touch with trading standards and they told you what process to take. Say you have upgraded with o2 because of what you were informed by o2 was happening about your phone bill otherwise you would have gone to another provider. Don't leave the phone call without winning.

Thats the plan!

End of the day, it will be worth more to them to cancel it, because they will see another £800 out of me through this contract over 24 months.. Rather than seeing nothing at all from me, and having the trouble of trying to go do debt collectors..

They said they will pay it, iv told this lad i see that as a verbal agreement, and im sure anyone else who listens to it will see it that way.. Not only did the advisor tell me i wouldn't have to pay the bill, but she also said her manager had told her that aswell.. So its not like its just one grunt whos said it, someone the next level up has confirmed it!

[smiith]

Well, here it is...

The lad on the phone said that theres nothing he can do, he can acknowledge that the women entered into a verbal agreement with me, but she has missadvised me..

He can see whats gone on, but the best thing he thinks i can do is go through the complains route, and see what they will do.. He has emailed me what notes he says he can..

He said all my information was sent off to the billing side of O2, and they decided to decline the credit request, as they see it as my fault the bars weren't added sooner..

[devilsadvocate]

Well, here it is...

The lad on the phone said that theres nothing he can do, he can acknowledge that the women entered into a verbal agreement with me, but she has missadvised me..

He can see whats gone on, but the best thing he thinks i can do is go through the complains route, and see what they will do.. He has emailed me what notes he says he can..

He said all my information was sent off to the billing side of O2, and they decided to decline the credit request, as they see it as my fault the bars weren't added sooner..

I would guess that in the terms and conditions it states that you are responsible for informing O2 of the stolen phone as soon as you were able to. They were not open until 8am at which point you called and informed them, thereby adhearing to their terms and conditions. Make a complaint first, see what comes of it and then go to trading standards.

[Mochachino]

Well, here it is...

The lad on the phone said that theres nothing he can do, he can acknowledge that the women entered into a verbal agreement with me, but she has missadvised me..

He can see whats gone on, but the best thing he thinks i can do is go through the complains route, and see what they will do.. He has emailed me what notes he says he can..

He said all my information was sent off to the billing side of O2, and they decided to decline the credit request, as they see it as my fault the bars weren't added sooner..

Well as they say its your fault the bars wernt added, ask them how to go about it if this happens again when their lines are closed. See what they say then.

[smiith]

Well as they say its your fault the bars wernt added, ask them how to go about it if this happens again when their lines are closed. See what they say then.

Did that.. "We have the online chat service where you can get in contact with our staff 24/7"

They work minimum hours in spain anyway, doubt there will be an internet café open at midnight..

I'm going to chase it up through complaints, and go through trading standards, and even go as far as emailing the press for help, along with watchdog.. Make O2 look cuntish..

Even the lad on the phone said it was horrible i was told to take out a new contract under false promises..

[iMystikz]

Did that.. "We have the online chat service where you can get in contact with our staff 24/7"

They work minimum hours in spain anyway, doubt there will be an internet café open at midnight..

I'm going to chase it up through complaints, and go through trading standards, and even go as far as emailing the press for help, along with watchdog.. Make O2 look cuntish..

Even the lad on the phone said it was horrible i was told to take out a new contract under false promises..

Record your phone calls with o2 from now on! You can't be made to pay this its disgusting!

[Randyransford91]

Did you even speak to a manager?

[MuZiZZle]

regroup

have a wank

join Which

why does nobody ever join Which?

[smiith]

Did you even speak to a manager?

I asked 4 times, he said one isn't available, but he will ask one to call me back..

[MuZiZZle]

I asked 4 times, he said one isn't available, but he will ask one to call me back..

so who's managing the fucking idiots?

callcenter staff couldn't be trusted on their own man, they'd be smearing shiit on the walls in minutes, tell him you'll hold

[Stephanielouise_x]

I asked 4 times, he said one isn't available, but he will ask one to call me back..

If i had a pound for every time i had been told that I could pay your bloody bill for you.. Give it a hour if no call back, then call again. Thats the key im doing it with the estate agents now, calling every hour because a lazy fuck cant be fucked to call me back they'll soon get fed up and give you answers :y:

[Randyransford91]

Typical response because the team leaders are sat a million miles away. Just spoke to our lass who still works there, and they have to honour it because the first advisor said they will foot the bill. Don't back down from them pal

[smiith]

Typical response because the team leaders are sat a million miles away. Just spoke to our lass who still works there, and they have to honour it because the first advisor said they will foot the bill. Don't back down from them pal

I'll give them another bell tomorrow, and keep pushing at it.. Can't your mrs just answer the phone to me? :A:

[Rogue_Shadow]

Keep it going Smith :y:

This isn't Saxp backing you for amusement, your in the right and 02 is WRONG!
Keep hassling them to talk to a manager. Call centre staff as individuals make up all sorts of BS because I suspect they know you'r unlikely to speak to them again lol.
Have you received your notes yet?

[smiith]

Noop, he said it can take upto 24 hours for an email to come from them.. Lol

[Rogue_Shadow]

take upto 24 hours for an email to come from them.. Lol

Hmmm :geek:

Call centre staff as individuals make up all sorts of BS because I suspect they know you'r unlikely to speak to them again lol.

BEGIN EMAIL COMPLAINTS! :y:

[Barry123]

realistically. you're fucked :)

[motocrossjord]

Be more careful with your phone?

Haven't read much into your thread but surely there is an out of hours number or something you can ring, to cancel/block your number or something??? To avoid things like this?... Idk, i look after what i have. :)

Although i still took out the rip off £11 month insurance :S

[0rang3peel]

the email thing is bullshit, they can't just email notes out it's a huge breach of dpa.
you would need to write in and request the notes or possibly pay the charge over phone, it's usually a tenner and they will send them via post. Realistically the only way you will get anywhere is writing to head office.

[Randyransford91]

Ah lass has been off the last few days day mate. But she hates it when people can't do their job right. It sends her credit stats up with constantly crediting customers because of them being 'misadvised'. But i spoke to her about this and she says now the advisor has told you they will foot the bill, they now have to.

[Stephanielouise_x]

Noop, he said it can take upto 24 hours for an email to come from them.. Lol

Yet another bullshit excuse, I wasnt aware that an email these days could take 24 hours after pressing 'Send' .. Any excuse! All they have to do is press a bloody button, a monkey could do better then half of the people in call centers.

[Giraffe]

Yet another bullshit excuse, I wasnt aware that an email these days could take 24 hours after pressing 'Send' .. Any excuse! All they have to do is press a bloody button, a monkey could do better then half of the people in call centers.

Probably means 24 hours for the issue to be escalated and the email to be sent... I'm sure someone needs to type it out and attach stuff as well...

[saladdodger]

I had an issue with '3' (Three) where the phone I had kept breaking/crashing, I had insurance so all was good, until 9months later when i still had no phone, no replacement phone and had to buy a PAYGO to get by whilst still paying the £50 a month contract.

I pulled the plug on the direct debit after 100's of complaint calls, it got messy. They didnt give a shit, I was losing my mind.
Debt collectors later on way to my mothers house i just payed the bill.

Basically what im saying is - Big companies couldn't give a toss when it means they need to pay out and I think it would be best if you get all your paperwork in order, go and get legal advice ASAP. Wish I did instead of feeling threatened and intimidated by them.

[AshC]

I havent read the whole thread but o2 do have an out of hours barring team for stolen phones if thats the issue that it wasnt reported in time

[Randyransford91]

I havent read the whole thread but o2 do have an out of hours barring team for stolen phones if thats the issue that it wasnt reported in time

Correct! But now it's a different ball game because an advisor 'misadvised' him and said they will foot the bill. So now they have to stand by what the first advisor said :A:

[Giraffe]

Correct! But now it's a different ball game because an advisor 'misadvised' him and said they will foot the bill. So now they have to stand by what the first advisor said :A:

Do you know for a fact that LEGALLY they have to stand by incorrect advice or is it just a policy that O2 have of honouring incorrect advice?

[Randyransford91]

Do you know for a fact that LEGALLY they have to stand by incorrect advice or is it just a policy that O2 have of honouring incorrect advice?

As far as i am aware it's legally, as said above ah lass has had to deal with stuff like this before with Advisors telling people the wrong info.

Smith you need to speak to a manager asap, they are the only people that can listen back to calls which will have been recorded.

[smiith]

Be more careful with your phone?

Haven't read much into your thread but surely there is an out of hours number or something you can ring, to cancel/block your number or something??? To avoid things like this?... Idk, i look after what i have. :)

Although i still took out the rip off £11 month insurance :S

If you actually read anything.. I was pick pocketed.. If they had an out of hours number, surely that would be a 24 hours phone line.. As for insurance, go and read your small print, it will cover £100 of unauthorised calls

[MuZiZZle]

next phone, put a lock on it dude!

[MJ05LLY]

o2 lost and stolen (http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,T=pm6,question=ref(Use r):str(Mobile),cmd=new)

Our teams are available 24 hours a day to help you with your lost phone.

[saladdodger]

next phone, put a lock on it dude!

Who doesnt?????

Kinda weird not too for this exact reason

[smiith]

next phone, put a lock on it dude!

Who doesnt?????

Kinda weird not too for this exact reason

All they have to do is plug it into a computer, go on itunes, and click restore.. Takes 10 minutes.. No more password on it..

[smiith]

o2 lost and stolen (http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,T=pm6,question=ref(Use r):str(Mobile),cmd=new)

Again, read.. Try finding an internet cafe open at close to midnight.

[Chris_]

Well did you try contact them in the morning when the internet cafe was open?

If you don't pay it, it will simply screw up your credit rating and probably won't be able to get a phone contract in future, and anything else you want on credit.

[motocrossjord]

If you actually read anything.. I was pick pocketed.. If they had an out of hours number, surely that would be a 24 hours phone line.. As for insurance, go and read your small print, it will cover £100 of unauthorised calls

Mine covers £10,000, are you rather gutted?

Pick pocketed? Like i said be more careful with your shiz.

[Ryan]

Mine covers £10,000, are you rather gutted?

Pick pocketed? Like i said be more careful with your shiz.

Are you trying to start an argument for no reason?

[motocrossjord]

Are you trying to start an argument for no reason?

Are you another mod who feel's they have to try " help " out common sax-p members with big post counts? For some brownie points..

Did you read my first post?... imo that was pretty damn friendly.

[Ryan]

Are you another mod who feel's they have to try " help " out common sax-p members with big post counts? For some brownie points..
.

Nope, smiith and me actually are not best buddies. Post count is utterly irrelevant.

[devilsadvocate]

Well did you try contact them in the morning when the internet cafe was open?

If you don't pay it, it will simply screw up your credit rating and probably won't be able to get a phone contract in future, and anything else you want on credit.

That's not true, it will have an adverse effect on your credit rating but not to the point you won't be able to get another phone contract, unless of course you also have other bad credit.

I had a load of defaults on my credit rating from when I was younger, out of a job and didn't pay about 8k worth of stuff. Still managed to get a phone contract though and paying back the debt afterwards.

[smiith]

Well did you try contact them in the morning when the internet cafe was open?

If you don't pay it, it will simply screw up your credit rating and probably won't be able to get a phone contract in future, and anything else you want on credit.

I rang as soon as phone lines were open, which was 8AM.. Doubt any internet cafe's were open any earlier..

Credit rating doesn't bother me one bit tbh..

Mine covers £10,000, are you rather gutted?

Pick pocketed? Like i said be more careful with your shiz.

Nah, not gutted at all, you have better insurance, nice one..

How can you be more careful when you are pickpocketed.. The only way to avoid it is constantly walk around with your hand in your pocket.. Out of 11 of us on holiday, 4 phones were pickpocketed throughout the week.. When i went to the police station, there was a que a mile long, all purely for stolen phones and wallets..

People go out and do it for a living.

[MJ05LLY]

I rang as soon as phone lines were open, which was 8AM.. Doubt any internet cafe's were open any earlier..


o2 lost ad stolen phone line is open 24/7 so why not use a mates phone to report it lost as soon as you knew???

[smiith]

o2 lost ad stolen phone line is open 24/7 so why not use a mates phone to report it lost as soon as you knew???

I looked on the internet before i went, and it said lines open 8-8 and online assitance 24/7, so i just went by that..

Plus, do you carry such phone numbers around on a night on the tiles?

[devilsadvocate]

o2 lost ad stolen phone line is open 24/7 so why not use a mates phone to report it lost as soon as you knew???

Its nice to be able to judge when you were not there mate.

I don't carry round the 'lost and stolen 24 hour number' for my phone when I go away.

[MJ05LLY]

I sent you a link earlier and if you looked you would find the link with the 24/7 number

No i do not carry the number, BUT when i lost my o2 work phone on a night out, i reported it at 4am when i realised. Quick search on my mates phone got me the number. Wasn't hard either tbh.
Term and conditions will normally say you are liable for charges UNTILL it is reported lost or stolen to o2


As for what the lady said to you i cannot comment. I do not know if it will class as a verbal agreement or what not. I do know they say they only refer to the voice calls for 'training' so your prob better with official legal advice on that matter.

EDIT: Yes i may seem judgmental and its easy for me to say this that and other and i do not know his position from the holiday etc, but i can still give my opinion, right, wrong or what ever it may seem.

I am not in any way trying to belittle the OP or make him out to be something he isn't. Was just my 2p worth

[iMystikz]

Again, read.. Try finding an internet cafe open at close to midnight.

You'd be lucky to find an internet cafe open here in Spain at 2.35pm let alone midnight.......

[Randyransford91]

As for what the lady said to you i cannot comment. I do not know if it will class as a verbal agreement or what not. I do know they say they only refer to the voice calls for 'training' so your prob better with official legal advice on that matter.

They don't just refer to previous calls just for training. They are also used for evidence for cases such as this. As said above shes already said that O2 will cover it, and because they have now entered an 'agreement' it has to be covered by O2.

Anyway Smith any updates?

[saladdodger]

All they have to do is plug it into a computer, go on itunes, and click restore.. Takes 10 minutes.. No more password on it..

Thats shit.

Glad ive not got an iPhone

[smiith]

Anyway Smith any updates?

Not yet bud, had food poisoning, so just waiting to see if i feel abit better thisafternoon, then going to give them a ring, and not leave until i talk to a manager

[MuZiZZle]

You'd be lucky to find an internet cafe open here in Spain at 2.35pm let alone midnight.......

the post office in Seville is open until midnight some nights and operates an internet cafe.

[Giraffe]

Ring up and make them listen to you vommit/arse vommit. That'll teach them.

[0rang3peel]

have you sent a letter to head office?

you won't get anywhere without doing this, talking to managers and grunts on the floor won't get you anywhere.

I work in a call centre so I'm not spouting shit.

[Giraffe]

have you sent a letter to head office?

you won't get anywhere without doing this, talking to managers and grunts on the floor won't get you anywhere.

I work in a call centre so I'm not spouting shit.

pfff I used to work in a call centre and I got shit done without letters being sent!

[MuZiZZle]

pfff I used to work in a call centre and I got shit done without letters being sent!

Hot cock chat, was hardly a call enter Dave!

God you were good!

[Chris_]

I rang as soon as phone lines were open, which was 8AM.. Doubt any internet cafe's were open any earlier..

Credit rating doesn't bother me one bit tbh..



Ah right, well if they can get the call logs for you there's your proof.

[AshC]

iirc what is said on the phone isn't legally binding from advisors, I used to work for o2, the person will get feedback and that's it. You may get it done as a goodwill gesture dependent on how high you take it, if I was you id speak to an advisors manager then if no joy ask to speak to there manager which is the operations manager, 9 times out of 10 they will give you what you want to save them time. Also keep dealing with the same person, name and extension, if you keep speaking to different people you wont get anywhere.

Actually did that person that advised you they will refund it back leave a note on your acc? If so the next person you speak to can route a message off through the system to that advisor so they cant ignore it as it loads your acc up on there system and they have to leave a footprint on your acc, that should help your situation dealing with that person.

[Sophie123]

I had similar trouble with o2....long and complicated story, they end up having 'no record of that call or notes on your account' to back up your story.

In my case they even altered details on my contract then denied all knowledge. Ass Holes.

[MuZiZZle]

I had similar trouble with o2....long and complicated story, they end up having 'no record of that call or notes on your account' to back up your story.

In my case they even altered details on my contract then denied all knowledge. Ass Holes.

If you give me your current mobile number I should be able to trace the past calls, I say again, your CURRENT mobile number :y:

muhahaha

[Randyransford91]

iirc what is said on the phone isn't legally binding from advisors, I used to work for o2, the person will get feedback and that's it. You may get it done as a goodwill gesture dependent on how high you take it, if I was you id speak to an advisors manager then if no joy ask to speak to there manager which is the operations manager, 9 times out of 10 they will give you what you want to save them time. Also keep dealing with the same person, name and extension, if you keep speaking to different people you wont get anywhere.

Actually did that person that advised you they will refund it back leave a note on your acc? If so the next person you speak to can route a message off through the system to that advisor so they cant ignore it as it loads your acc up on there system and they have to leave a footprint on your acc, that should help your situation dealing with that person.

Used to work at Ventura?

Oh with the footprint business, depends if they were having a sneeky day ;)


Oh and Smith hope your feeling better!

Any update?

[smiith]

Latest is i spoke to them, and they said the whole situation is under investigation or something, and to contact them on thursday, and my phone won't be cut off, and no bills issued untill that is done with..

If that fails, im going to head office

[Randyransford91]

Good lad, keep fighting and it should come out in your favour!

[MuZiZZle]

http://www.pistonheads.com/gassing/topic.asp?h=0&f=10&t=974168&mid=130346&nmt=Phone+Stolen%2C+%A3350+worth+of+calls+made+whi le+in+hospital

[smiith]

I have been on the phone to O2 today, they said that there is still no word on it been esculated, and they will call me when there is a result.. After reading what Muzz put up, iv also just emailed the CEO of O2, with my circumstances, and how the O2 staff have treated me, so i am hoping to hear something back, and hopefully they will sort it for me!

[MuZiZZle]

I accept Guatemalan Spondoolahs, or Swarfaega handjerbs!

[Barry123]

I have been on the phone to O2 today, they said that there is still no word on it been esculated, and they will call me when there is a result.. After reading what Muzz put up, iv also just emailed the CEO of O2, with my circumstances, and how the O2 staff have treated me, so i am hoping to hear something back, and hopefully they will sort it for me!

Won't do shit.

Contact a newspaper. Daily Express have a 'Watchdog' style thing on there. I had NTL threatening me with bailiffs for a end of contract which I had actually settled about 7 years ago. Went on for months and was uber stressful.

Dadsayer contacted Express, Express contacted NTL and it was sorted in three hours lol and some guy on the corporate chain apologising.

[marcusd]

Won't do shit.

Contact a newspaper. Daily Express have a 'Watchdog' style thing on there. I had NTL threatening me with bailiffs for a end of contract which I had actually settled about 7 years ago. Went on for months and was uber stressful.

Dadsayer contacted Express, Express contacted NTL and it was sorted in three hours lol and some guy on the corporate chain apologising.

not that i;m sticking up for o2 or the bill but in big letter on your contract agreement it says you will be charged for all calls and useage untill phones been reported to them as stolen or lost. and yes i did read their help line was closed. but either way calling a paper and watchdog aint gonna do shit as its stated in terms and conditions and even signs up all over their shops in big letters

[Barry123]

I think watchdog and crap like that tend to go for the moral high ground approach rather than the legal.

Legally. Smith's fucked.
Morally. o2 are corrupt.

[smiith]

not that i;m sticking up for o2 or the bill but in big letter on your contract agreement it says you will be charged for all calls and useage untill phones been reported to them as stolen or lost. and yes i did read their help line was closed. but either way calling a paper and watchdog aint gonna do shit as its stated in terms and conditions and even signs up all over their shops in big letters

So if that was the case, why did O2 staff use the word PROMISE, to say i will not have to pay the bill, and they will sort it all out..

Fair enough if they had a strong stance in the 1st place, but its the fact more than 1 member of staff strung me along for over a month, and then got me to go into another contract on false circumstances.. Was always planning on leaving O2 at the end of that contract, then decided to stay since they were doing the decent thing for me..

[marcusd]

Don't get me wrong I ain't siding with them at all. But you've kinda answered your own question u were planning on leaving but cos you thought they were doing right thing u stayed thus giving them your money for another 2 year's so your tied in, then screw u over.
Trust me if I was in your shoes I'd be doing same but as I said not a leg to stand on due to all the o2 stuff bout stolen phones.

[Mochachino]

Don't get me wrong I ain't siding with them at all. But you've kinda answered your own question u were planning on leaving but cos you thought they were doing right thing u stayed thus giving them your money for another 2 year's so your tied in, then screw u over.
Trust me if I was in your shoes I'd be doing same but as I said not a leg to stand on due to all the o2 stuff bout stolen phones.

I think he has 2 legs to stand on. His left leg is the fact they promised he wont have to pay it, his right leg is he was told to report it as soon as he knew, but the lines were closed lol

[smiith]

End of the day, if they didn't promise me it in the 1st place, id have been fine with it, its the fact they rang me more than twice a week for a month, promising it..

[smiith]

Well, iv just had a phone call from the CEO, he received my email, and has been through my notes, listened to recordings of the calls, and said he agrees i entered into a new contract with false information and promises from O2 staff.. He also agrees that the way it was all dealt with, how i was promised things for over a month, then a 2 minute phone call saying there is nothing they can do to help is appalling.

So he is now going to removed all charges from my account which were made in Ibiza, he is also giving me the next month free..

So from sending an email, showing my displease at how i was dealt with, all charges have been lifted, and he couldn't be more sorry.

Was genuinely a really nice bloke on he phone, said its a very rare thing that something gets to this point, but he could not be more sorry, and appreciates id taken out a new 24 month contract, and had been a customer with them for several years, and never missed a payment.

So all in all, Result :y:

[MuZiZZle]

Well, iv just had a phone call from the CEO, he received my email, and has been through my notes, listened to recordings of the calls, and said he agrees i entered into a new contract with false information and promises from O2 staff.. He also agrees that the way it was all dealt with, how i was promised things for over a month, then a 2 minute phone call saying there is nothing they can do to help is appalling.

So he is now going to removed all charges from my account which were made in Ibiza, he is also giving me the next month free..

So from sending an email, showing my displease at how i was dealt with, all charges have been lifted, and he couldn't be more sorry.

Was genuinely a really nice bloke on he phone, said its a very rare thing that something gets to this point, but he could not be more sorry, and appreciates id taken out a new 24 month contract, and had been a customer with them for several years, and never missed a payment.

So all in all, Result :y:

that's pretty fucking epic!

I'd send him a bottle!

[smiith]

Was pretty awesome, felt slightly special aswell when he said "if you have any more problems, just call this number, its the directors office, and ask for me."

Some decent customer service from him, compared the how i was treated before!

[mlawlan69]

Well, iv just had a phone call from the CEO, he received my email, and has been through my notes, listened to recordings of the calls, and said he agrees i entered into a new contract with false information and promises from O2 staff.. He also agrees that the way it was all dealt with, how i was promised things for over a month, then a 2 minute phone call saying there is nothing they can do to help is appalling.

So he is now going to removed all charges from my account which were made in Ibiza, he is also giving me the next month free..

So from sending an email, showing my displease at how i was dealt with, all charges have been lifted, and he couldn't be more sorry.

Was genuinely a really nice bloke on he phone, said its a very rare thing that something gets to this point, but he could not be more sorry, and appreciates id taken out a new 24 month contract, and had been a customer with them for several years, and never missed a payment.

So all in all, Result :y:

winrar!

glad you kept going with it!! testament to not wanting to get fucked over.

[smiith]

I know man, feels good to actually have someone be decent with me! He was really nice to talk to, and got it all sorted for me!

[MuZiZZle]

I know man, feels good to actually have someone be decent with me! He was really nice to talk to, and got it all sorted for me!

exactly, stuff like that I send a bottle / chickshit

[saladdodger]

Well, iv just had a phone call from the CEO, he received my email, and has been through my notes, listened to recordings of the calls, and said he agrees i entered into a new contract with false information and promises from O2 staff.. He also agrees that the way it was all dealt with, how i was promised things for over a month, then a 2 minute phone call saying there is nothing they can do to help is appalling.

So he is now going to removed all charges from my account which were made in Ibiza, he is also giving me the next month free..

So from sending an email, showing my displease at how i was dealt with, all charges have been lifted, and he couldn't be more sorry.

Was genuinely a really nice bloke on he phone, said its a very rare thing that something gets to this point, but he could not be more sorry, and appreciates id taken out a new 24 month contract, and had been a customer with them for several years, and never missed a payment.

So all in all, Result :y:

:clapping::y:

[Sophia_Bush]

good result smith I hope the CEO looks into the cunts that gave you bad advice and lays the smackdown on them, should shit them up coming from the boss man

[Brettles1986]

Power to the people!

[Rogue_Shadow]

I love a Happy Ending :A:

[Randyransford91]

Well done pal, knew from the start you would get what they promised! Anyways looks like you have a new pal now! haha

[Manu]

Was pretty awesome, felt slightly special aswell when he said "if you have any more problems, just call this number, its the directors office, and ask for me."

Some decent customer service from him, compared the how i was treated before!

Cost them pennies to give you a free month as opposed to what they're going to make off of you in the next 24, it's all in their interest. A bit petty considering all the previous aggro, and lack of service.

Was genuinely a really nice bloke on he phone, said its a very rare thing that something gets to this point

At last someone who shows a little politeness, surprised it actually went that high. Wouldn't take his word for granted though, about the rarity of it and all that.

[smiith]

Cost them pennies to give you a free month as opposed to what they're going to make off of you in the next 24, it's all in their interest. A bit petty considering all the previous aggro, and lack of service.



At last someone who shows a little politeness, surprised it actually went that high. Wouldn't take his word for granted though, about the rarity of it and all that.

Oh i know its nothing compared to the £800 odd the contract will cost in the end.. But still, anything for free is good..

It is nice that someone was nice, and that he has given me the directors office number, so i don't have to go through the shitty service with any other problems, but yeh, i wont take his word on it been rare that this sort of thing happens.. I'm sure there will be plenty of people who call on a day to day basis and get fuck all help

[Saxotim]

Good work, going to the top always helps.

My housemate dropped his phone andbroke it, had insurance with virgin through his contract, said it wouldnt cover it or something , sent an email to the CEO of virgin mobile had a brand new phone in 2 days for free.

[baker556]

I srsly doubt you had a phone call from the ceo about your bill when this sort of thing happens alot. Would the ceo deal with any customer relations what so ever? probably not. But well done on getting it sorted i would have pushed them and done the same. :y::y: