Cell Phones in Great Britain - Canceling O2 Contract by Suicide?

Author

Canceling O2 Contract by Suicide?

Liam B

2005-07-24, 2:02 pm

With one month left on my O2 online contract before the 12 months is up, I
decided to give notice and cancel. I had found their customer services to be
a combination of Basil Fawlty and Stalin, and was stupid enough to fall for
their 'an offer too good to refuse' last year and signed up for another
year, but I had had enough and was determined to cancel.

I phoned to cancel and apart from being offered some really good offers (400
Xnet mins plus 1000 text for 30 quid and 300 off peak mins and 500 text for
10 quid a month), I stuck to my guns and said I wanted to cancel. The
adviser gave me my PAC number which I said I did not want as I was getting a
new number. She told me that she would send me a PAYG SIM and I could
transfer it to that so if anyone wanted to contact me, they could. She made
this sound like a kind service from O2. I finally agreed and decided to bin
it when I got it.

The next day, I emailed customer services and asked them to confirm that I
had canceled They said the account will be canceled as soon as I give my PAC
code to my new operator. I emailed them a couple of times telling them that
I did not want to use the PAC code as I had a new number and just wanted the
contract to expire and the phone to be disconnected at the end of the month.
In addition, I did not want to spend the 10 quid activating the SIM to
cancel my account when I can tell my contacts my new number. They just did
not get it, so I phoned customer services who eventually understood and told
me to give the SIM serial number and it will be canceled immediately and I
could do it at any point in the month as I had paid 30 quid in advance at
the beginning of the contract and that should cover it unless I go over my
tariff.

So as the contract came nearly to an end and I had my new phone from the
other provider, I get out the SIM they had sent me to cancel........but the
receipt says (in small print) it is 'post pay' and not 'PAYG', so by
activating this card I assume I would have agreed to another 12 months
contract!

The next bit took about 10 goes at phone calls........the guy in
cancellations told me that as it was the wrong card, he would have to take
the day I phoned as the notification of cancellation and I will have to pay
another month and he would send a new PAYG SIM. I pointed out that it was
their fault as they had supplied the wrong SIM. He was not having it. I told
him that having to use the PAC code to cancel was surely not correct. He
said it was and it had to be used to cancel the contract. I said that if I
died could I cancel without using the PAC? He said that that would be 'a
different case'! I asked him to find a PAYG SIM there and port it to that.
He disappeared and then came back saying he could not do that. I remembered
that I had an old PAYG SIM and could I use that? He said 'yes'. After
finding the card and attempting several times to get through....I get put
through and I give them the phone number of the PAYG SIM. They informed me
that it could not be used as it was not 'connected'. I said I know, as it
had not been activated. They said it was too old and could not be used.

I phoned my new provider asking if they could take the PAC even though I
didn't want my new number reverted to my old one and they could not believe
what I was saying about O2. I think they thought I was mad and said they
could not help.

As I believed I had tried every reasonable avenue, I phoned O2 and informed
them that I was putting my account into dispute, I was going to cancel my
direct debit and was not going to use my O2 phone forthwith and would email
them to that effect and if they wanted the extra months money for an
additional month when I had canceled with notice, I suggested they took
legal action to recover it which I would dispute.

Funny enough, it is the first email they have not sent an automatic reply
to, so I will have to send a copy to them by recorded delivery. Anyone have
the address?

I realise that I will probably be credit black listed for this, but I don't
think they should be allowed to get away with such unreasonable behaviour.

Apart from the suicide option, does anyone have any ideas of what else I
should do and advice as to whether I have done the right thing? Anyone have
the O2 CEO's email address?

I will be going to Trading Standards and complaining to Offcom tomorrow too.

I know it is only 30 quid for the additional month, but it is the principle
and their mean attitude I have encountered. Mind you, they were meaner than
this last year!

Please don't say 'what do you expect, it is O2 online?' as I am trying to do
something about it.

Many thanks.

Liam B

Andy

2005-07-24, 2:02 pm

"Liam B" < gobabygobabygo@PLEAS
EremoveTHISgo.com> wrote in message
news:13xDe.3004$Pf3.401@fe2.news.blueyonder.co.uk...

> With one month left on my O2 online contract before the 12 months is up,
<snip>
> I had found their customer services to be a combination of Basil Fawlty
> and Stalin
<snip>
> I had had enough and was determined to cancel.
<snip>
> Apart from the suicide option, does anyone have any ideas of what else
> I should do and advice as to whether I have done the right thing?

I don't know how O2 work, and I have no legal advice to offer, but I wanted
to comment that, from your post O2's customer services are a sham.

Why does it take many phone calls to sort something out? If a cancellation
is complicated, then why can't the support person take details, own the
problem, and call you back later to say "sorted"?

Reading your post wore me out!

--
Andy

Kevin I Chapple

2005-07-24, 2:02 pm

Too late now, but a letter or e-mail, along the lines of:-

Dear Sir/Madam/Amaeba,

I would wish to give ONE MONTHS (as per your T&C's) notice of termination,
from the above date, of my contract with 02 regarding account number
XXXXXXXXX, mobile number XXXXXXXXXX.

My Direct Debit, in favour of 02, will be cancelled with effect from
XX/XX/XX, due to my termination of this contract with you.

Thanking you in anticipation,

Etc Etc

Andy.....

Theoretically, that SHOULD have done the trick, as long as you have complied
with your, and their, contractual obligations.

End of.

Good luck.

"Andy" < replyheretofindout@h
otmail.com> wrote in message
news:dbm7k1$5hb$1@nw
rdmz03.dmz.ncs.ea.ibs-infra.bt.com...
> "Liam B" < gobabygobabygo@PLEAS
EremoveTHISgo.com> wrote in message
> news:13xDe.3004$Pf3.401@fe2.news.blueyonder.co.uk...
>
> <snip>
> <snip>
> <snip>
>
> I don't know how O2 work, and I have no legal advice to offer, but I
wanted
> to comment that, from your post O2's customer services are a sham.
>
> Why does it take many phone calls to sort something out? If a cancellation
> is complicated, then why can't the support person take details, own the
> problem, and call you back later to say "sorted"?
>
> Reading your post wore me out!
>
> --
> Andy
>
>

MaxedOut

2005-07-24, 2:02 pm

Hi Liam,
I know exactly where you are coming from with O2 online,bunch of muppets the
lot of em.
Had loads of problems with them earlier this year and after a load of phone
calls got me nowhere, a quick email to Peter.Erskine@O2.com and funnily
enough they couldn't do enough for me and the problem was sorted that day.
Hope it works for you.

MaxedOut

Joe

2005-07-24, 2:02 pm

hate them hate them hate them

"MaxedOut" < donthtinkso@blahblah
blah.co.uk> wrote in message
news:VxADe.74300$G8.13327@text.news.blueyonder.co.uk...
> Hi Liam,
> I know exactly where you are coming from with O2 online,bunch of muppets
> the lot of em.
> Had loads of problems with them earlier this year and after a load of
> phone calls got me nowhere, a quick email to Peter.Erskine@O2.com and
> funnily enough they couldn't do enough for me and the problem was sorted
> that day.
> Hope it works for you.
>
> MaxedOut
>
>
>

Geoff Winkless

2005-07-24, 2:02 pm

MaxedOut wrote:
> Hi Liam,
> I know exactly where you are coming from with O2 online,bunch of muppets the
> lot of em.
> Had loads of problems with them earlier this year and after a load of phone
> calls got me nowhere, a quick email to Peter.Erskine@O2.com and funnily
> enough they couldn't do enough for me and the problem was sorted that day.
> Hope it works for you.

Obviously Peter isn't going to read that, but it does seem to be
forwarded through to the complaint resolution team. I found exactly the
same thing as you: I was contacted by a very competent and helpful
person who had the authorisation and the intelligence to solve my problem.

The problem with all of these customer care teams is that (certainly on
the first-line support) it's a job that pays badly (12-15k a year?) and
therefore fails to attract the kind of people you'd _like_ to have
dealing with your problem. That's basic economics, unfortunately,
because 99% of the calls don't require someone with a brain, just the
ability to type and read.

The problem is that there doesn't seem to be an obvious way to escalate
the call upwards, so resorting to trying CEO's email addresses is the
only way.

After my experiences with O2 I tried Voda because everyone kept telling
me how bad O2 were. IME Voda customer care were actually worse: this
time round I'll probably try Orange, although even that option doesn't
seem to get much good press nowadays.

Geoff

a8359

2005-07-24, 2:02 pm

Geoff Winkless wrote:
> MaxedOut wrote:
>
>
>
> Obviously Peter isn't going to read that, but it does seem to be
> forwarded through to the complaint resolution team. I found exactly the
> same thing as you: I was contacted by a very competent and helpful
> person who had the authorisation and the intelligence to solve my problem.
>
> The problem with all of these customer care teams is that (certainly on
> the first-line support) it's a job that pays badly (12-15k a year?) and
> therefore fails to attract the kind of people you'd _like_ to have
> dealing with your problem. That's basic economics, unfortunately,
> because 99% of the calls don't require someone with a brain, just the
> ability to type and read.
>
> The problem is that there doesn't seem to be an obvious way to escalate
> the call upwards, so resorting to trying CEO's email addresses is the
> only way.
>
> After my experiences with O2 I tried Voda because everyone kept telling
> me how bad O2 were. IME Voda customer care were actually worse: this
> time round I'll probably try Orange, although even that option doesn't
> seem to get much good press nowadays.
>
> Geoff
orange NOOOOOOOOOOOOO dont do it, they have replaced 1/2 of them with
CURRY MONSTERS, and the other half speak a funny english from the NW :)

Stefan Kaniuk

2005-07-24, 2:02 pm

HOW RACIST YOU RACIST BIGGOT
"a8359" <a8359@email.com> wrote in message
news:3k9aivFtf7ldU1@
individual.net...
> Geoff Winkless wrote:
> orange NOOOOOOOOOOOOO dont do it, they have replaced 1/2 of them with
> CURRY MONSTERS, and the other half speak a funny english from the NW :)
>

Joe

2005-07-24, 2:02 pm

Yes was a bit racist, but I have found most indian operators very hard to
understand and I'm sometimes forced to just hang up.

"Stefan Kaniuk" <s.kaniuk@ntlworld.com> wrote in message
news:3ZLDe.9279$F_2.9040@newsfe6-win.ntli.net...
> HOW RACIST YOU RACIST BIGGOT
> "a8359" <a8359@email.com> wrote in message
> news:3k9aivFtf7ldU1@
individual.net...
>
>

sol_sun_ftm

2005-07-24, 2:02 pm

"Joe" < joe_g_g(spam)@hotmai
l.com> wrote in message
news:inNDe.7114$je1.1932@newsfe7-win.ntli.net...
> Yes was a bit racist, but I have found most indian operators very hard to
> understand and I'm sometimes forced to just hang up.
>
> "Stefan Kaniuk" <s.kaniuk@ntlworld.com> wrote in message
> news:3ZLDe.9279$F_2.9040@newsfe6-win.ntli.net...
>
>

Mr. D Arculus

Chairman

Mmo2 Headquarters

O2

Wellington Street

Slough

SL1 1YP

Worked for me

R. Mark Clayton

2005-07-24, 2:02 pm

"sol_sun_ftm" <me@here.com> wrote in message
news:dboeed$uo$3@new
s5.svr.pol.co.uk...
>

>
> Mr. D Arculus
>
> Chairman
>
> Mmo2 Headquarters
>
> O2
>
> Wellington Street
>
> Slough
>
> SL1 1YP
>
>
>
> Worked for me
>
>

This is the correct address, but strictly speaking you should send it to the
company secretary.

If claiming include a draft county court summons.

If trying to stop them ripping you off include a draft county court defence
form N9B.

Jon

2005-07-24, 2:02 pm

usenet-at-geoff-dot-dj@[127.0.0.1] declared for all the world to hear...
> After my experiences with O2 I tried Voda because everyone kept telling
> me how bad O2 were. IME Voda customer care were actually worse: this
> time round I'll probably try Orange, although even that option doesn't
> seem to get much good press nowadays.

Do any networks CS get good press in here? We only tend to hear about
bad things.
--
Regards
Jon

a8359

2005-07-24, 2:02 pm

Jon wrote:
> usenet-at-geoff-dot-dj@[127.0.0.1] declared for all the world to hear...
>
>
>
> Do any networks CS get good press in here? We only tend to hear about
> bad things.
virgin? easymobile?

JohnMcL7

2005-07-24, 2:02 pm

a8359 wrote:
> Jon wrote:
> virgin? easymobile?

Vodafone have been fine with me for the last couple of years, although
never had much reason to complain.

O2 are a complete joke though, my experiences are similar - I had an
account with them which I cancelled shortly after the year was out, I
simply wasn't using it because reception wasn't as good as Vodafone.
Phoned them up and they offered me a good deal on line rental, so I
took it but after a couple of days decided I didn't need it and phoned
up to cancel. In due time, the account was cancelled and everything
seemed fine, two weeks after the account was closed I found 167 pounds
was taken out of my account! This didn't relate to anything, the deal
I was offered was 35 pounds for the year so no idea where this figure
came from. Phoned them up and they had decided to bill me for a year
of O2 30 despite the fact the account was cancelled. No apology or
anything for taking a rather large amount of money out with no
justification at all. I was told the money would be credited back but
would take up to 14 days, however if I reversed the charge I could have
the money back the same day. Unsure this was a good idea I double
checked this would be fine and went ahead and reversed it with the
bank. About five months later I received a letter from a debt
collection agency requesting the 166.86 pounds O2 had stolen from me
originally! Understandably I was furious so I called O2 and no-one
seemed to care at all, with some persistance I managed to get through
to their credit department, apparently my account showed the minus
166.86 amount plus a credit of the same but they hadn't been put
together so the account was treated as being in debt. The person said
the account was now closed with the debt collection agency, the matter
was settled. Not so, the next week I started getting phonecalls
harassing me for the money, letters demanding payment or they would
come to my door to get payment etc. after some work convincing the
debt collection agency that it was all O2's fault, they finally
stopped, and shortly after confirmed that they had contacted O2 and
they'd closed my account.

I can understand one bad mistake, but what alarmed with O2 is the
constant number of mistakes and don't care attitude from their staff,
not one of them managed to sort anything out, so needless to say I'll
be steering clear of them.

John

alec

2005-07-24, 2:02 pm

Liam B wrote:
> With one month left on my O2 online contract before the 12 months is up, I
> decided to give notice and cancel. I had found their customer services to=
be
> a combination of Basil Fawlty and Stalin, and was stupid enough to fall f=
or
> their 'an offer too good to refuse' last year and signed up for another
> year, but I had had enough and was determined to cancel.
>

My contract with o2 (=A330/month) was up a couple of months ago and
daughter wants a new phone - Sony K750i. I'm still happy with my 6310i!
So - to cut a long story short - I hunted around and my best bet seemed
to be e2save on orange YP crossnet 200 12 half price line rental + free
phone. Didn't fancy the cash back scheme but resolved to pin notes of
the redemption dates allover the house as ReesitM advises!
Phoned up o2 just now to get PAC code and CS asked why I was moving. To
get a good deal elsewhere I said. She asked me for the details and then
left me hanging on for a couple of minutes. She came back to not only
match the E2save deal but added in 50 texts a month as well.
I'm a happy bunny and I'm sure daughter will be as well so goes to show
they ain't all bad.
Thanks Liam for your post though, cos you made me wary of o2 but they
came up trumps.

Alec

alec

2005-07-24, 2:02 pm

alec

2005-07-24, 2:02 pm

Andy

2005-07-24, 2:02 pm

"Joe" < joe_g_g(spam)@hotmai
l.com> wrote in message
news:inNDe.7114$je1.1932@newsfe7-win.ntli.net...

> "Stefan Kaniuk" <s.kaniuk@ntlworld.com> wrote in message
> news:3ZLDe.9279$F_2.9040@newsfe6-win.ntli.net...
>
>
> Yes was a bit racist, but I have found most indian operators very hard to
> understand and I'm sometimes forced to just hang up.

<top post corrected, twice. bad netiquette>

My personal bugbear with "Indian call centres", isn't so much the staff's
communication skills, but the bad line. Can't hear the click that tells you
you're going on hold. Can't hear the perfect silence when you are on hold.
Can't hear the intonation in the agent's voice. Have got cut off about half
the times, and it takes a while to tell because of the crap line quality.

--
Andy.

Stefan Kaniuk

2005-07-24, 2:03 pm

why have you posted the same message 3 times durrrrrrrrrr
"alec" <saabmans95@hotmail.com> wrote in message
news:1122045125.602947.295220@g44g2000cwa.googlegroups.com...

Liam B wrote:
> With one month left on my O2 online contract before the 12 months is up, I
> decided to give notice and cancel. I had found their customer services to
> be
> a combination of Basil Fawlty and Stalin, and was stupid enough to fall
> for
> their 'an offer too good to refuse' last year and signed up for another
> year, but I had had enough and was determined to cancel.
>

My contract with o2 (£30/month) was up a couple of months ago and
daughter wants a new phone - Sony K750i. I'm still happy with my 6310i!
So - to cut a long story short - I hunted around and my best bet seemed
to be e2save on orange YP crossnet 200 12 half price line rental + free
phone. Didn't fancy the cash back scheme but resolved to pin notes of
the redemption dates allover the house as ReesitM advises!
Phoned up o2 just now to get PAC code and CS asked why I was moving. To
get a good deal elsewhere I said. She asked me for the details and then
left me hanging on for a couple of minutes. She came back to not only
match the E2save deal but added in 50 texts a month as well.
I'm a happy bunny and I'm sure daughter will be as well so goes to show
they ain't all bad.
Thanks Liam for your post though, cos you made me wary of o2 but they
came up trumps.

Alec

Liam B

2005-07-29, 2:48 am

After being messed around by O2 customer services, I posted on here for
suggestions. Thank you all for your replies. I used MaxedOut's suggestion of
emailing O2's CEO. It was a very effective solution as it was promptly and
courteously sorted.
It is a shame that I had to resort to that though.

IMHO with O2 online's fantastic tariffs, good coverage, the excellent online
billing and unbilled summary site: they would be perfect, apart from the
poor selection of handsets (especially 3G ones) and the atrocity they call
customer service. If they sort these, I'll be back.

Liam B

Liam B

2005-07-29, 5:48 pm

Liam B wrote:

> After being messed around by O2 customer services, I posted on here for
> suggestions. Thank you all for your replies. I used MaxedOut's suggestion
> of emailing O2's CEO. It was a very effective solution as it was promptly
> and courteously sorted.
> It is a shame that I had to resort to that though.
>
> IMHO with O2 online's fantastic tariffs, good coverage, the excellent
> online billing and unbilled summary site: they would be perfect, apart
> from the poor selection of handsets (especially 3G ones) and the atrocity
> they call customer service. If they sort these, I'll be back.
>
> Liam B

Has this got something to do with it?....

http://news.zdnet.co.uk/business/ 0...8,
00.htm

MaxedOut

2005-07-29, 5:48 pm

Liam B wrote:
> Liam B wrote:
>
>
> Has this got something to do with it?....
>
> http://news.zdnet.co.uk/business/ 0...8,
00.htm

Hi Liam,
Glad to hear my suggestion worked.
Amazing isn't it,one simple email and it gets sorted.As you say,it's just a
shame the muppets you talk to in the first place can't seem to effect the
same outcome.

Cheers,
MaxedOut

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