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Grr o2 bolt on removed with no notification


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Old 27-04-2009, 10:24
sla_steve
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I recently downgraded my tariff to the online 30 one. I have just checked my recent usage and discovered I am now being charged for data whereas previously I had this included as a free bolt on.

During the conversation I had with a customer service representative at the time of downgrade I was told the downgrade would not affect my discount or bolt ons I was given when upgrading.

I have emailed customer support who told me that the free data bolt on is not available on my current tariff. I am not arguing this point however I find it very disconcerting that a bolt on was removed without me being notified. I should have been told that downgrading to the online 30 tariff would remove this bolt on - I was not and therefore continued to use data services and this incurring charges for these.

I feel that these charges are unfair as I was under the impression I still had the unlimited data bolt on as I was not informed otherwise at any stage. If I had been told then I would have restricted my usage.

Surely o2 should have informed me that downgrading removes this bolt on?

I think the attitude of customer service is disgusting. They pretty much just said "thats the way it is. Deal with it".

Rant over
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Old 27-04-2009, 10:47
Niranjaniz
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Get on the phone to them and don't stop until you get your money back, how much did you spend extra? they probably will do it just keep at it.
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Old 27-04-2009, 11:42
Mrs Doodles
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Keep moaning at them till they give you your money back how much over did you use btw?
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Old 27-04-2009, 12:03
sla_steve
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it isnt a lot of money but thats not the point. It very easliy could have been.
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Old 27-04-2009, 13:25
goomba
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You should have been told as its pretty obvious to the agent that it will be removed. You should be on the £1 a day one now, so hopefully not have been out of pocket too much.
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Old 27-04-2009, 13:51
MrKev
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Surely before changing to a different tariff you should know exactly what you're going to sign up for? I bet you checked how many minutes or texts you were going to get for instance.

The agent should have told you if you specifically asked if you'd lose a bolt-on but there is always human error so don't rely on something said to you over the phone.
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Old 27-04-2009, 13:55
sla_steve
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yeah its not a quid. over a tenner so far and I dont a load of browsing yesterday thats not on it yet.

The agent specifically said my upgrade bonuses the 40% tariff dicsount and free bolt ons would not be affected which is obviously wrong.

Cutomer service refuse to give me a phone number for complaints - just an address or fax number. Very irritating.
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Old 08-05-2009, 14:00
sla_steve
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finally got this sorted.

Got a call a few days after sending a complaint email to ComplaintReviewService@o2.com.

Apparenly I should never have been given the bolt on free anyway as I already had a free one and you should only ever have one free bolt on at a time. He agreed in my case though to reinstate the bolt on and credit my account with the charges I had incurred.

Happy days thought I! however he added the wrong bolt on. Instead of Web he gave me the Wifi One. So another email was sent (they wont give out the number for their actual complaints department - email or fax/letter only.) Several days later (today) same guy rang to say he had it fixed and should all be ok by tomorrow morning. I will not be holding my breath!
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