Telefonica

I purchased two smartphones at 02's branch in Brixton, 1 Galaxy S6 and one iPhone. I was told I can cancel the contract and pay of the phone within 7 days. I kept the Samsung Galaxy S6, but cancelled and paid off the £345 for the iPhone, thus keeping the iPhone also, but not on contract. All should have been clear, however 02 or Telefonica UK ltd cannot get things right. I got a bill for the £ 345 pounds I already had paid off. After four (4) phone calls when the issue still was not sorted for in time for billing, the £345 pounds would be billed from my account in the first bill. I got the advice to cancel the direct debit to prevent the overbilling that resulted from 02's error. So I cancelled the direct debits to 02 as instructed. I sent a complaint to 02 / Telefonica UK Limited, told them I will bill then £150 pounds for each call I have to make in the future to sort this issue out as I still was not convinced they would get the accounting correct.

To my surprise, I got a letter from their complaints service that they pay me £35 pounds compensation for the next 2 months. OK, so everything sorted?

NO, INDEED NOT, today I received a letter telling me that if I do not pay the outstanding £345...

Today I have called 02 twice, now on my 2nd call in waiting for a customer representative. They let me know the estimated waiting time to get an answer is 15 minutes - I take that means that they make a lot of mistakes.

Absolutely fed up with 02 / Telefonica UK Ltd. Whatever you do, do not get a smartphone from 02.

If you have similar issues remember to write to their complaints team and let them know you bill £150 for each call you have to make. I will also charge 1250% interest (as some short term loan companies) for any overcharge.

If I have to I take 02 / Telefonica UK Ltd to small claims court.

02 / Telefonic UK Ltd

Complaints Review Service

PO Box 302

Dunstable

LU6 9GN

Useful contacts:

Communications Ombudsman

Ombudsman Service

PO Box 730

Warrington

WA4 6WU

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

I was just got the advice I can send my bills for my phone calls to 02 / Telefonica UK Ltd's Complaint Review Service. Will do.