O2 issue, should i be annoyed?

[AbarthChris]

Right, heres the story as brief as possible.

Been with 02 for years, finished an 18month contract in april, bought an Iphone and then sent it back because i realised it wasnt the right contract for me.

Got a Samsung tocco on 18month contract instead.

Noticed I was paying over the odds for insurance

got them to change the insurance to the right one and refund about £10

5 months later and after just paying the bill monthly and not noticing what i paid, i check my insurance as i've damaged my phone and want to claim but I cant see insurance?

Rang 02 who confirmed that they had made a mistake, the insurance should have been switched in May (i was still paying the iphone insurance then) and that they would start the policy again and ring me back.

This was nearly 3 weeks ago. I rang them today and they've re-started my insurance but I have to pay nearly £50 for the months that they didnt have the insurance on my account before I can claim.

whilst I understand that I have to pay the insurance, I resent the fact that I now have to pay £50 ina lump sum because of their cockup.

What would you do?

[Nardies]

Argue some more. Threaten to leave them. They'll buckle eventually.

[illmonkey]

Nasty letter to customer services. The people on the phone can't do jack.

Try to explain everything on the letter, so it saves backwards and forwards letters.

Edited by illmonkey on Wednesday 4th November 15:48

[sneijder]

If you want them to repair it, pay the dues.

If not take out a separate policy for a fiver a month http://www.moneysavingexpert.com/insurance/cheap-m...

Am I reading this wrong, they cocked up but you failed to notice you weren't paying insurance ?

You can have a whine at them, but I doubt they'll see you as worth hanging onto unless you spend loads every month with them.

[snotrag]

I have been with 02/'Cellnet' for about ten years.

They used to continually bombard me with mail and literature about how I was one of their most valid 'premium' customers, I always got great free upgrades and a good deal at the end of contract.

Last year I upgraded to Iphone.


Funnily enough - when 02 then decided to overcharge me to the tune of SEVEN HUNDRED POUNDS in a couple of months - breaking the terms of the DD, and also of a written contract signed by them - they decided that perhaps i was NOT a premium customer, so much so that they completey ignored repeated customer service calls and emails, multiple visits to the stores, Meetings with store managers, demands based upon advice from CAB etc etc.

Took them nearly a year to get the money back to me - and even then - they wanted to credit it to my account!


Utter, Utter snivelling cockbags of the highest order.


Good luck

Edited by snotrag on Wednesday 4th November 19:19

Edited by snotrag on Wednesday 4th November 19:20

[westtra]

good sales service but one of the worst customer services that I have ever had to deal with, wouldn't be with them if I could get a good signal with an other operator.