I would like to make a complaint regarding a deal I have been offered through O2 but have now been told this is a breach of your restrictions as it contains three add ons that should not have been offered. I called on Wednesday night and said I was looking to get the Samsung galaxy A71 as an upgrade from my phone now. I told your advisor I had seen this offer on three network for unlimited everything no upfront costs and £23 a month. I think the advisor started off with a price around £40. Obviously I said that was a lot higher than the three deal and especially in the times we are all experiencing at the moment this would make no sense for me to pay more. He then managed to get it down to around £30, again I said it was still more. He then asked if I have anyone else in my house that could use O2, my daughter lives with me but is already an customer, her phone bill also comes from my bank so no discount could be added there. He then asked where I worked, he checked and said it wasn’t on the list that he has and may have been able to offer some discount that way. I said i didn’t want to leave O2 as up until now I have never had a problem. Finally he said he would speak to his manager to see if there is anything more he could do as he also could see it makes no sense for me to pay more and lose an O2 customer to three. He went and spoke to a manager whilst I was on hold. He came back and said the best he could do would be unlimited minutes and texts, no upfront cost with 30GB data and confirmed after his conversation with the manager they could do a free bolt on of 45GB data meaning I would get 75GB altogether for £25.50, still more money and less data than three but I didn’t want to leave O2unless I really had to. I said I would go into the O2 store in Derby on Saturday as I would prefer to change over all in one go in the shop. I said if I couldn’t get the deal he was offering me could I come back to him. He said that he was at work on Saturday and asked what time it would be convenient for him to call. We agreed he would call me Saturday at 6.30 and he had “added” the phone to my basket. I went into O2 on Saturday and was informed they can’t give me the same deal!! I was told if I get the phone orderd through cupstomer service I could bring it into store and make an appointment with a “guru” I have since found out Derby do not have a “guru” . I called Nottingham to make an appointment and arranged my daughter would take me there as I don’t drive, the appointment was made for the following Saturday. As i never had the call back from O2 I called again on Sunday. I went through the conversation I had previously had and he pulled all the information up showing the deal I was offered. He asked to put me on hold whilst he checked something. When he came back he said they could not offer me the same deal as it “breached “ your restrictions. All the information I had given was correct, I didn’t lie at any point but O2 definitely have. I asked to speak to a manager but that wasn’t possible. I said why am I losing out if this is not my error? I asked can he not honour what I was offered, I was told no, again I was told it’s a breach. I asked why they offered me the deal then? He said he has no idea!! He did admit had I have been called on Saturday night I would have got the deal as it would have gone through with the advisor that I first spoke to! Unbelievable. So first you lie and then you lie again. I am absolutely lost for words how you consider this this to be fair. I currently pay two phone bills with O2 over £100 each month. I have been a loyal customer for at least 5 years and as I said I didn’t want to leave O2. I would very much like your feedback on why your advisors are allowed to offer deals that should not be offered, surely they are inputting information and your system network would not allow deals to be placed or offered if they are not real??? I will also be taking the matter up with trading standards. I believe your calls are recorded. I would really appreciate a manager listening to the calls. I am more than happy to speak to someone about this should you need any further information. I have also added screen shots of the phone calls, the appointment and the conversation with my daughter confirming the appointment. I feel as I am being made to be considered a liar. All the information I gave was true and accurate and there is only one liar in this story.
11 months ago
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