o2 change my tarrif without me asking them to...

[Skót]

Received an online bill for £62 for my phone tonight... "Sh**e thats high" I though, so I log on to see where its come from.

 

While working out my usage I notice that they have changed me from a tarrif of 1000 texts and 500 mins for £20 pm, inlcuding my handset, to a SIM ONLY deal (400 mins, 500 texts) for £20 pm, which has entered me into a contract which requires a min 30day usage, plus 30 day cancelation period. Meaning I can not cancel until May 08.

 

I have not contacted them via email, phone or post to request this change. Especially as it means I am worse off than I was.

 

Where do I stand legally RE this? I was going to phone them this week to renegotiate my contract, get on a retention deal and get a better deal / phone, however it looks like they will not do this as I am now contracted again with them.

 

Is this against Data Protection Act laws? What can I do to resolve this?

 

Cheers

[barracad]

It depends on the terms of your original tariff - was this a special set tariff for only a certain amount of time, after which you revert to a 'standard' tariff?

 

I think in the first instance it would be worth contacting them and asking them why your tariff has been changed - after all, it may be a simple error which they can rectify - but find out the reasoning and then come back here for further advice.

[installspark]

While working out my usage I notice that they have changed me from a tarrif of 1000 texts and 500 mins for £20 pm, inlcuding my handset, to a SIM ONLY deal (400 mins, 500 texts) for £20 pm, which has entered me into a contract which requires a min 30day usage, plus 30 day cancelation period. Meaning I can not cancel until May 08.

 

Slightly incorrect there. The Simplicity (SIM only) tariffs just require 30 days written cancellation notice not 30 days minimum usage plus 30 days written cancellation notice. So if you were to post/email your cancellation today your disconnection date would be 06/04/08

 

For a tariff to be changed it normally requires the customer to make some form of contact either by phone or by email and request this as without this there is no manual intervention on the account.

 

The only time any automatic tariff changes would occur is when you have been receiving additional promotions on the account such as 12/18 month discount and/or extra mins or texts as these are set to expire after the relevant term. Even then the tariff would revert back to the standard version of what it was

 

eg you were getting the £35 retail 18 mth tariff plus an additional 1000txt foc and £15 subs to give you 600 mins 1500 txt at £20 pm, at the end of the 18 mth term you would lose the £15 subs, the 1000 txt and the tariff would revert to full cost of £35.

 

Give customer services a call on 202 from your handset (free) and let us know what they say.

[gyzmo]

I would also check if you have not been switched by some dodgy outfit claiming that they have spoken to you. Have you actually asked how this change was made?

[Skót]

Slightly incorrect there. The Simplicity (SIM only) tariffs just require 30 days written cancellation notice not 30 days minimum usage plus 30 days written cancellation notice. So if you were to post/email your cancellation today your disconnection date would be 06/04/08

 

For a tariff to be changed it normally requires the customer to make some form of contact either by phone or by email and request this as without this there is no manual intervention on the account.

 

The only time any automatic tariff changes would occur is when you have been receiving additional promotions on the account such as 12/18 month discount and/or extra mins or texts as these are set to expire after the relevant term. Even then the tariff would revert back to the standard version of what it was

eg you were getting the £35 retail 18 mth tariff plus an additional 1000txt foc and £15 subs to give you 600 mins 1500 txt at £20 pm, at the end of the 18 mth term you would lose the £15 subs, the 1000 txt and the tariff would revert to full cost of £35.

 

Give customer services a call on 202 from your handset (free) and let us know what they say.

 

Checking my account online states that I can not cancel until May08, yet I am on the simplicity (sim only) package.

 

I work at Virgin Media (selling virgin mobile sim only) and theres works the same way, minimum 30 days + 30 day cancellation period.

 

I havn't phoned yet, but will try tomorrow.

[installspark]

That is strange as, working for o2 in retentions, I know the simplicity tariff is just 30 days written notice.

 

Out of interest when did you take the original contract/upgrade/retention deal out?

[Skót]

I took the original contract out back in September / October 06 on an 18 month contract. Was due to finish in April this year

[gyzmo]

Have you actually asked 02 how this change come about? You seem to be trying to address a problem without first knowing its cause.