o2 bill problem

[skonk]

Me and my girlfriend renewed our pay monthly phone contracts about 4 months ago. We both agreed to a £25 a month contract. The call was made to the same sales rep, who agreed to renew both the contracts and spoke to both of us.

 

Anyway, My bill has been the agreed £25 a month since renewal, whereas my girlfriend has had £15 a month loyalty discount. I was a bit annoyed to say the least, but thought nothing of it, as the sales rep had said we still had some loyalty remaining from the last contact.

 

My Gf checked her bill online 2 weeks ago, and the bill was £40. When she called them, they said they didn't know why and would call back. Obviously, they didn't so another call was made the next day. The sales rep said he would look into it and call back. Again, no call, so a few days later, my gf called and the sales rep said they had to listen to the original call to see if she agreed to the loyalty.

 

This didn't make any sense to us, as we had agreed on £25 a month, and thought she had loyalty left. She was then told a manager would call her, on her mobile, within 24 hours. No call was ever recieved, so we went into the o2 store in town to speak to someone face to face.

 

We emailed them before we went to the o2 store and told them that, as they had not gotten back in touch with her for 2 weeks, after three phone calls and promises of return calls, then she is cancelling the direct debit as the bill is in dispute. She had told them that if they took the £40 out, it would take her overdrawn and result in charges.

 

It turns out that they had forgotten to stop the loyalty discount after 18 months, and for 4 months, she was still getting £15 a month loyalty discount. The guy said that o2 were now charging her for the loyalty they had given her for the first three months. We argued that it's not her fault they made a mistake and never stopped the loyalty, but the guy on the phone (the sales rep called them from the o2 shop) said it was no one's mistake and wouldn't budge at all.

 

My gf has no problem with paying the £25 a month, as agreed, but refuses to pay back the discount. I can see o2's point of view, she's had discount they shouldn't have give her, but obviously, I can see my gf's point of view when she asks why should she pay them, when it was their mistake in the first place.

 

We asked for an address to write a complaint to, and they said there was no address, only a number to call and they complete the complaint over the phone. We're not happy with that, and I want to complain to someone high up.

 

She said that if they really wont budge and a complaint to someone high up doesn't work, then she will, under protest, agree to a payment plan to pay them back, but as you can imagine, she is fuming about this.

 

Any advice whether the steps we're taking are correct, or any help in getting a letter of complaint together would be much appreciated, even if there is no address to complain to, something to read off to the complaints department if we have to phone them.

[MARTIN3030]

Ok first of all there IS an address for you to write to.

I will find it and post back here.

Put in writing what you have said here send recorded and keep a copy.

[MARTIN3030]

Ok here;

 

 

Customer Services: 0219 HQ/Bury, O2 online, Dummers Lane, BL9 9QL

Parent Company: BT Cellnet Limited (No.1743099) of Bath Road, Slough SL1 4DX

Registered Office: O2 Limited, Wellington Street, Slough, Berkshire SL1 1YP

 

 

For the extra £1 I would send to BOTH their reg office AND customer services.

Keep your letter brief and to the point.

if you need further help then ask.Maybe do the letter and post here first.

[skonk]

Thanks Martin ! I shall do a rough draft of the letter and post it up. I knew there had to be an address! they kept saying to me in the shop that they don't deal with written complaints, as there is no address to send them to! I asked him if he thought I was stupid! Told him there has to be an address, and he said, well yeah, but we don't disclose it to the public for the puropse of a complaint!

[buzby]

Ok here;

 

 

Customer Services: 0219 HQ/Bury, O2 online, Dummers Lane, BL9 9QL

Parent Company: BT Cellnet Limited (No.1743099) of Bath Road, Slough SL1 4DX

Registered Office: O2 Limited, Wellington Street, Slough, Berkshire SL1 1YP

.

 

 

Dunno where you sourced that info - but it is at least 10 years out of date!

 

It is now Telefonica O2 Ltd (after Cellnet it was a different holding company and has had 3 revisions since then. This is a SPANISH company

(Spain's former Monopoly Telco) and its Registered Office may no longer be in Slough.

[MARTIN3030]

Thanks Raymond I got this from archive here.

Ok they are still in Slough.Here is their registration with the ICO.;

 

 

Registration Number: Z5664801

Date Registered: 13 September 2001 Registration Expires: 12 September 2010

 

Data Controller: TELEFONICA O2 UK LIMITED

 

Address:

260 BATH ROAD

SLOUGH

BERKSHIRE

SL1 4DX

Other Names:

02, CONNECTED

This register entry describes, in very general terms, the personal data being processed by:

TELEFONICA O2 UK LIMITED

This register entry contains personal data held for 9 purpose(s)

Purpose 1

 

Staff Administration

Purpose Description:

Appointments or removals, pay, discipline, superannuation, work management or other personnel matters in relation to the staff of the data controller.

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Suppliers

Relatives, guardians and associates of the data subject

Advisers, consultants and other professional experts

Students and pupils

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Education and Training Details

Employment Details

Financial Details

Racial or Ethnic Origin

Religious or Other Beliefs Of A Similar Nature

Trade Union Membership

Physical or Mental Health or Condition

Offences (Including Alleged Offences)

Criminal Proceedings, Outcomes And Sentences.

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Relatives, guardians or other persons associated with the data subject

Current, past or prospective employers of the data subject

Healthcare, social and welfare advisers or practitioners

Education, training establishments and examining bodies

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Financial organisations and advisers

Survey and research organisations

Trade, employer associations and professional bodies

Police forces

Central Government

Ombudsmen and regulatory authorities

Data processors

Employment and recruitment agencies

Transfers:

Worldwide

Purpose 2

 

Advertising, Marketing & Public Relations

Purpose Description:

Advertising or marketing the business of the data controller, activity, goods or services and promoting public relations in connection with that business or activity, or those goods or services.

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Complainants, correspondents and enquirers

Relatives, guardians and associates of the data subject

Advisers, consultants and other professional experts

USERS OF GOODS & SERVICES

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Employment Details

Financial Details

Goods or Services Provided

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Financial organisations and advisers

Traders in personal data

Ombudsmen and regulatory authorities

Data processors

Transfers:

Worldwide

Purpose 3

 

Accounts & Records

Purpose Description:

Keeping accounts related to any business or other activity carried on by the data controller, or deciding whether to accept any person as a customer or supplier, or keeping records of purchases, sales or other transactions for the purpose of ensuring that the requisite payments and deliveries are made or services provided by him or to him in respect of those transactions, or for the purpose of making financial or management forecasts to assist him in the conduct of any such business or activity

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Complainants, correspondents and enquirers

Relatives, guardians and associates of the data subject

USERS OF GOODS AND SERVICES

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Employment Details

Financial Details

Goods or Services Provided

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Relatives, guardians or other persons associated with the data subject

Current, past or prospective employers of the data subject

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Persons making an enquiry or complaint

Financial organisations and advisers

Credit reference agencies

Debt collection and tracing agencies

Private investigators

Central Government

Ombudsmen and regulatory authorities

Data processors

Transfers:

Worldwide

Purpose 4

 

Advertising Marketing & Public Relations For Others

Purpose Description:

Public relations work and marketing, including host mailings for other organisations and list brokings.

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Complainants, correspondents and enquirers

Relatives, guardians and associates of the data subject

Advisers, consultants and other professional experts

USERS OF GOODS AND SERVICES

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Employment Details

Financial Details

Goods or Services Provided

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Financial organisations and advisers

Traders in personal data

Ombudsmen and regulatory authorities

Data processors

Transfers:

Worldwide

Purpose 5

 

Consultancy and Advisory Services

Purpose Description:

Giving advice or rendering professional services.The provision of services of an advisory, consultancy or intermediary nature.

Data Controllers further description of Purpose:

TELECOMMUNICATIONS AND ASSOCIATED GOODS AND SERVICES

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Complainants, correspondents and enquirers

Relatives, guardians and associates of the data subject

Advisers, consultants and other professional experts

USERS OF GOODS AND SERVICES

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Employment Details

Financial Details

Goods or Services Provided

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Financial organisations and advisers

Traders in personal data

Ombudsmen and regulatory authorities

Data processors

Transfers:

Worldwide

Purpose 6

 

Crime Prevention and Prosecution of Offenders

Purpose Description:

Crime prevention and detection and the apprehension and prosecution of offenders.

Data Controllers further description of Purpose:

INCLUDES THE USE OF CLOSED-CIRCUIT TELEVISION FOR THE MONITORING AND COLLECTION

OF SOUND AND/OR VISUAL IMAGES FOR THE PURPOSE OF MAINTAINING THE SECURITY OF

PREMISES, FOR PREVENTING CRIME AND FOR INVESTIGATING CRIME.

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Complainants, correspondents and enquirers

Relatives, guardians and associates of the data subject

Offenders and suspected offenders

MEMBERS OF THE PUBLIC

THOSE INSIDE, ENTERING OR IN THE IMMEDIATE VICINITY OF THE AREA UNDER

SURVEILLANCE

 

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Employment Details

Financial Details

Goods or Services Provided

Offences (Including Alleged Offences)

Criminal Proceedings, Outcomes And Sentences.

SOUND AND/OR VISUAL IMAGES

PERSONAL APPEARANCE AND BEHAVIOUR

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

SECURITY ORGANISATIONS

Data subjects themselves

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Persons making an enquiry or complaint

Trade, employer associations and professional bodies

Police forces

Central Government

Ombudsmen and regulatory authorities

Data processors

Transfers:

Worldwide

Purpose 7

 

Provision of Financial Services & Advice

Purpose Description:

The provision of services as an intermediary in respect of any financial transactions including mortgage and insurance broking.

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Complainants, correspondents and enquirers

Relatives, guardians and associates of the data subject

USERS OF GOODS AND SERVICES

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Employment Details

Financial Details

Goods or Services Provided

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Relatives, guardians or other persons associated with the data subject

Current, past or prospective employers of the data subject

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Persons making an enquiry or complaint

Financial organisations and advisers

Credit reference agencies

Debt collection and tracing agencies

Police forces

Private investigators

Ombudsmen and regulatory authorities

Data processors

Transfers:

Worldwide

Purpose 8

 

Research

Purpose Description:

Research in any field, including market, health, lifestyle, scientific or technical research.

Data Controllers further description of Purpose:

TELECOMMUNICATIONS AND ASSOCIATED GOODS AND SERVICES

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Relatives, guardians and associates of the data subject

USERS OF GOODS AND SERVICES

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Education and Training Details

Employment Details

Financial Details

Goods or Services Provided

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Relatives, guardians or other persons associated with the data subject

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Persons making an enquiry or complaint

Financial organisations and advisers

Credit reference agencies

Debt collection and tracing agencies

Survey and research organisations

Traders in personal data

Ombudsmen and regulatory authorities

Data processors

Transfers:

Worldwide

Purpose 9

 

Trading / Sharing in Personal Information

Purpose Description:

The sale, hire or exchange of personal information.

Data subjects are:

Staff including volunteers, agents, temporary and casual workers

Customers and clients

Suppliers

Relatives, guardians and associates of the data subject

USERS OF GOODS AND SERVICES

Data classes are:

Personal Details

Family, Lifestyle and Social Circumstances

Education and Training Details

Employment Details

Financial Details

Goods or Services Provided

Sources (S) and Disclosures (D)(1984 Act). Recipients (1998 Act):

Data subjects themselves

Relatives, guardians or other persons associated with the data subject

Business associates and other professional advisers

Employees and agents of the data controller

Other companies in the same group as the data controller

Suppliers, providers of goods or services

Persons making an enquiry or complaint

Financial organisations and advisers

Credit reference agencies

Debt collection and tracing agencies

Survey and research organisations

Traders in personal data

Ombudsmen and regulatory authorities

Data processors

[MARTIN3030]

The CC licence search using the Slough postcode lists a couple of different ones but I think this one is principle one.

Here are the names too of officers which is handy to know for addressing personally for any issues under finance/debt collection etc.

I see also that they have a company called O2 secretaries which is listed for the purpose of their CC. Very strange indeed.

 

 

Application / Licence Details

 

 

 

Licence Number:0518589

Licence Status:Current

 

Current Applicant / Licensee:

 

Business NameCompany Registration Number Telefonica O2 UK Limited1743099

 

Categories:

 

Consumer credit Consumer hire Credit brokerage Credit reference agency Debt adjusting/counselling Debt collecting

 

Right To Canvass Off Trade Premises:No

 

 

Issued Date: 17-May-2002

Expiry Date: 14-Nov-2012

 

 

Legal Formation:

 

Body Corporate (incorporated inside UK)

 

Current Individuals that run the organisation:

 

NamePosition Katherine Anna Jarvis Paul Whelan Ramon Ros Bigeriego Robert John Harwood Ronan James DunneDirector

 

Historic Individuals that run the organisation:

 

NamePosition David Matthew KeyOFFICER David Paul McGladeOFFICER Dev Vivek Justine Campbell Mark BurgessOFFICER Matthew David Key Philip Nicholas BramwellOFFICER Robert HarwoodOFFICER Santiago Fernandez ValbuenaDirector Vivek DevOFFICER William GorjanceOFFICER

 

Current Organisations that run the organisation:

 

NameCompany Registration NumberPosition O2 Secretaries Limited4101371

 

Historic Organisations that run the organisation:

 

NameCompany Registration NumberPosition 02 Secretaries Ltd OFFICER

 

Nature of Business:

 

Other

 

Current Address(es):

 

Address TypeAddress CorrespondenceWellington Street, SLOUGH, SL1 1YP, United Kingdom Principal Place Of BusinessTelefonica 02 UK Limited, 260, Bath Road, Slough, Berkshire, SL1 40X

[skonk]

I'm now confused who to write to!

[MARTIN3030]

By all accounts this is their registered office;

 

260 BATH ROAD

SLOUGH

BERKSHIRE

SL1 4DX

So write there and cc to Customer Services.

 

If they had initiated debt collection activity then I would have suggested any of the named officers listed in their Consumer Credit licence-since this would fall under that remit.

 

Hope thats a bit clearer.

[skonk]

Cheers Martin!

[buzby]

Isn't Purpose 9 - a sham! Nothing to do with you having a phone, and all about them making money from your data. It makes you (or SHOULD make you) think twice about using them as your mobile provider.

[skonk]

As soon as our contracts are up, we're cancelling with o2. We've had nothing but problems with them in the time we've been with them.

[MARTIN3030]

Isn't Purpose 9 - a sham! Nothing to do with you having a phone, and all about them making money from your data. It makes you (or SHOULD make you) think twice about using them as your mobile provider.

 

 

Yes agreed.

From 1 April 2010 breaches of section 55 will allow for prison sentences.

heres an interesting piece from the ICO.

 

 

http://www.ico.gov.uk/upload/documents/pressreleases/2009/mobile_phone_records_s55_171109.pdf

[buzby]

Martin - Don't you realise, this will change nothing? That knee-jerk reaction from the ICO only refers to their response to the misuse of the data by errant staff or processes.

 

If the company (O2, in this case) has previously notified the customer (as part of its T&C's) that it will use its data for the stipulated reasons - then they have a right to continue doing so, nothing will change.

 

The ICO is reacting to the fake upgrade scams, which would never have effected me (as I don't 'buy' over the phone) and I must admit to enjoying baiting these sakes folk, since '86 I must have received over 800 such calls, and still not bought.

 

Meanwhile - if customers want an O2 phone, they blithely let O2 do what the heck they want to make more money from their personal information.