[r_mitchell85]

Hi i wonder if anyone can help me with a problem re my o2 account.

I was on pay monthly... 200 mins 500 txts for about 2 years.
at start of this month I rang up and spoke to retentions, the guy suggested I went onto simplicity ... £20 for 400 Mins and 1000 texts.

I was happy with this for the time being so I took it. He said it would take effect the next day. but I would be charged pro-rata (whatever that means) cus I changed tarrif mid-month. (altho I was only a few days into month so wouldnt make much difference)

So Ive been texting away (more than i used to) because I have 1000 minutes.

checked online billing today... what do I find about £10 in unbilled usage.... my tarrif was never changed.

so I rang up, explained. got him to check and he could see on computer that the tarrif should of been changed on 2nd of august but wasnt.

he said "i would be wary of running up a big bill until I get my next email bill on sept 2nd

so I wasnt very happy at that...and I wont be very happy to pay for the extra usage I thought I was getting included.

Ive got to wait till sept 2nd and ring them again to see what they are going to do about it.

so DARE i even use my phone between now and then?! (well I cant not, I need it!)

what a mix up!

[duckapluck]

Quote:

Originally Posted by r_mitchell85

Hi i wonder if anyone can help me with a problem re my o2 account.

I was on pay monthly... 200 mins 500 txts for about 2 years.
at start of this month I rang up and spoke to retentions, the guy suggested I went onto simplicity ... £20 for 400 Mins and 1000 texts.

I was happy with this for the time being so I took it. He said it would take effect the next day. but I would be charged pro-rata (whatever that means) cus I changed tarrif mid-month. (altho I was only a few days into month so wouldnt make much difference)

So Ive been texting away (more than i used to) because I have 1000 minutes.

checked online billing today... what do I find about £10 in unbilled usage.... my tarrif was never changed.

so I rang up, explained. got him to check and he could see on computer that the tarrif should of been changed on 2nd of august but wasnt.

he said "i would be wary of running up a big bill until I get my next email bill on sept 2nd

so I wasnt very happy at that...and I wont be very happy to pay for the extra usage I thought I was getting included.

Ive got to wait till sept 2nd and ring them again to see what they are going to do about it.

so DARE i even use my phone between now and then?! (well I cant not, I need it!)

what a mix up!

I am surprised that you accepted this advice, you should have asked to speak to a supervisor and it would have been sorted out for you.

[BreatheMe]

Quote:

Originally Posted by r_mitchell85

Hi i wonder if anyone can help me with a problem re my o2 account.

I was on pay monthly... 200 mins 500 txts for about 2 years.
at start of this month I rang up and spoke to retentions, the guy suggested I went onto simplicity ... £20 for 400 Mins and 1000 texts.

I was happy with this for the time being so I took it. He said it would take effect the next day. but I would be charged pro-rata (whatever that means) cus I changed tarrif mid-month. (altho I was only a few days into month so wouldnt make much difference)

So Ive been texting away (more than i used to) because I have 1000 minutes.

checked online billing today... what do I find about £10 in unbilled usage.... my tarrif was never changed.

so I rang up, explained. got him to check and he could see on computer that the tarrif should of been changed on 2nd of august but wasnt.

he said "i would be wary of running up a big bill until I get my next email bill on sept 2nd

so I wasnt very happy at that...and I wont be very happy to pay for the extra usage I thought I was getting included.

Ive got to wait till sept 2nd and ring them again to see what they are going to do about it.

so DARE i even use my phone between now and then?! (well I cant not, I need it!)

what a mix up!

But you have 400 minutes

No wonder you are running up bills if you don't know what you're doing

[yorkieboy101]

If i where you, i personally would call them back, explain to them that you are not happy with the customer service of the retention department, request to speak to an EXPERIENCED TEAM LEADER - It is important that you use that title, otherwise you will be passed to whats known as a 'floor walker' which is basically a bog standard csa who the management happen to like, make sure you get the name of the Team leader, and explain to them that there is a csa who's save rate should not have been so high last month as he/she is misleading customers and not actioning their offers. In the retention department every call that comes through and does not cancel by the end of the call goes as a save and helps the performance stats of that adviser, so when a customer comes through with an issue of customer service like yourself, it is good for that csa. The call will be short, guaranteed +1 on their save rate, they are closer to the bonus scheme, and they have not had to do any work to achieve it.

Tell them that if they do not honour their agreement to you by activating the service there and then, and refunding the charges you did not agree to (the texts and minutes that should have been free) then you wish your account cancelled in 30 days, if they refuse then request the head office address, and write to them, if they do not rectify the situation to your satisfaction, then you can contact the Telecommunications Ombudsman. You can find their details at
www.otelo.org.uk - Important you must follow the steps i have given, as before the ombudsman will get involved you need to prove that you have given o2 every opportunity to rectify it themselves.

Hopefully it will never get that far, and the next time you call o2, they will offer you loads of free stuff!

Please keep us posted on here so that we can see how you get on

Hope this helps

[prking]

r_mitchell, I think its possible you have misunderstood what is happening. When I changed tariff with O2 (this wasn't to simplicity so your case may be different), I continued to be charged as if on the old tariff, then when the next bill is issued you will see a credit for the part of the month you should have been on the new tariff and then the charges at the new Tariff rate. Future billing will be at the new tariff rate.
This is what the original agent was telling you in the pro-rata bit you mentioned. That is why the second agent told you to wait for your bill on the 2nd.

[r_mitchell85]

thanks for all your advice. im going to give them another call.

they DEFINATELY said I would be on the new plan the next day.

when I called yesterday they said that if i hadnt of called them again (yesterday) Id just of stayed on my old plan forever.

Ill let you know how I get on. thanks 4 your help!

[r_mitchell85]

well ive just gave them another call. and got a very helpful chap. the chap I got yesterday wasnt very knowledgable to be honest.

I rang the "if you are less than happy" option.

basicaly theyre gona sort it all out for me.
its been sent to the billing department so they can calculate how much they need to credit me back.

this will happen within 72 hours. thank god for that - or Id end up paying upwards of 50 quid when it only shouldve been 20!!!

[carnivalist]

On a slightly different point, it doesn't seem like a very good retention deal in the first place. You say you've been a customer for five years and all they offered you was the same sim-only deal that anyone walking in off the street would get? Did you threaten to leave?

I was thinking of switching to o2 because of their lack of branding (see my "branding" thread elsewhere). However if your experience is typical of o2's retention deals I'm not going anywhere near them.

[r_mitchell85]

Quote:

Originally Posted by carnivalist

On a slightly different point, it doesn't seem like a very good retention deal in the first place. You say you've been a customer for five years and all they offered you was the same sim-only deal that anyone walking in off the street would get? Did you threaten to leave?

I was thinking of switching to o2 because of their lack of branding (see my "branding" thread elsewhere). However if your experience is typical of o2's retention deals I'm not going anywhere near them.

yeah I rang up and asked bout my PAC code. Id had a normal contract for 2 years.

I wouldnt say it was really a retetion deal tho. If id have said "right id like to cancel my account" they might of offered something better. but im happy on the sim only for the time being. your not tied intoa contract so I can look for something better if i want to.

[carnivalist]

Quote:

Originally Posted by r_mitchell85

...If id have said "right id like to cancel my account" they might of offered something better. but im happy on the sim only for the time being. your not tied intoa contract so I can look for something better if i want to.

Yes, I'd overlooked that last point.

I know it's off-topic but as a matter of interest, have you had any experience with O2's insurance/warranty replacement? That aspect of the service is one of the things that has kept me tied to Orange - with Orange care you generally report a problem and (except in the case of loss or theft) they send a replacement by courier the next day. I'd be interested to know if O2's equivalent service is anything like this

[ProzacKid]

Quote:

Originally Posted by carnivalist

Yes, I'd overlooked that last point.

I know it's off-topic but as a matter of interest, have you had any experience with O2's insurance/warranty replacement? That aspect of the service is one of the things that has kept me tied to Orange - with Orange care you generally report a problem and (except in the case of loss or theft) they send a replacement by courier the next day. I'd be interested to know if O2's equivalent service is anything like this

They were very good with me a year back replacing a faulty E900 several times. Always next day delivery

[PudpullerTM]

Quote:

Originally Posted by BreatheMe

But you have 400 minutes

No wonder you are running up bills if you don't know what you're doing

That comment is very offensive I am surprised you was not banned for it

Quote:

Originally Posted by r_mitchell85

well ive just gave them another call. and got a very helpful chap. the chap I got yesterday wasnt very knowledgable to be honest.

I rang the "if you are less than happy" option.

basicaly theyre gona sort it all out for me.
its been sent to the billing department so they can calculate how much they need to credit me back.

this will happen within 72 hours. thank god for that - or Id end up paying upwards of 50 quid when it only shouldve been 20!!!

as far as I knew any change you make to your account only gets actioned after you next billing period so you stay on your current plan till your billing date.
did they sort it out for you in the end