Dear Sir/Madam,
I was contacted by one of an O2 sales advisors begin of September
2002, where I purchased a contract phone (100 free test msg.)
over the phone. Two days after I placed the order I contacted
O2 customer service on 09063025151 (50p/min) in order to cancel
the phone straight away before it will be send out to me. I was
on hold for approx. 30 min and then was passed around or advised
to contact other phone numbers since nobody seem to be responsible
or in the position to cancel the contract.
I then finally got through to Mrs M O on 0870220331 (premium rate)
who advised me that she will cancel the contract straight way,
the phone will NOT be sent out to me and I will not be charged
or money will go out from by account.
However a few days later I DID RECEIVE THE PHONE AND THE CONTACT
PAPERS. I therefore went straight away to the O2 shop at Ealing
Broadway and was advised by their management that I will have
to call 09063025151 again and O2 will arrange for someone to pick
up the phone from my home. I did call that number again and was
now on hold for approx. 20 min until I spoke to an advisor who
informed me that I need to send the phone by recorded delivery
myself.
The following day I send the phone by recorded delivery to O2.
However in the middle of October I suddenly received another email
form O2 advising me that my bill is available for viewing on the
Internet. Now I do not even have a password or username to enter
the O2 web site to view my account also I was under the assumption
that my contract has now finally been cancelled.
I spend again ages on the phone to O2 customer service department
and was AGAIN transferred or asked to contact different numbers
again, also I was refused to speak to a manager everytime I requested
to speak to someone. I finally got through to Ms S at customer
service on 0906 302 5151 (Calls are charged at 50p a minute) who
advised me that Mrs M O has never cancelled my contract and I
am owing O2 now £50 for line rental. I asked to speak to
a manager but apparently there was nobody willing to speak to
me, however was advised my Ms S that she will check with her management
and call be back. Again as I asked her for her last name as reference
she refused to give me her last name.
After 3 hours I finally received a call back from her informing
me that she has now officially cancelled my contract and I will
not longer receive any emails/bills from O2, also I do not have
to pay the£50 since I clearly cancelled by contract way
before I even received the phone. Also I was told that she would
send me a confirmation via email – WHICH OF COURSE I NEVER
RECEIVED.
Now on the 11th of November 02 I received again an email from
O2 advising me that my bill is available for viewing on the internet
and £28.95 will be taken out from my account.
It is quite clear to me that O2 does NOT want to cancel my contract
and is trying to charge me for something (phone + line rental)
I do not have.
All together is spend about 3 to 3.5 hours on the phone to the
O2 customer service department in order to get this issue solved
asap however till this day my contract with O2 has still not been
cancelled. Please note that whenever i had to call O2 i had to
call their prim. number 0906..., or was put through or asked to
call this number which is 50p/min.
So far i spend approx £90 calling/running after O2 in order
for them to cancel my contract which again i never signed, etc.
I Urgently need some HELP, since i do not feel im in the position
to get this issue resolved. I tried no several times and still
after paying for all this phone calls i am still were i started
from.
Kind Regds, Sandra KAPL
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