On the 1.9.2017 I called O2 to ask why my mobile had jumped from EUR20 a month to EUR40

I was originally a BASE customer

“Hotline guy 1” told me that BASE had been taken over by O2 and that somehow when my BASE contract had run its course I had automatically slipped into an O2 tariff that was different. I informed him that I had no interest in this and wanted to cancel my contract.

I usually do not check my bills in detail and this price rise had been going on for some time.

Hotline guy 1 encouraged me to stay with O” and promised me that he would see to it that my tariff was changed back to the original price of the BASE tariff.

Stupidly I believed this statement and did not check…

In 6.2018 I saw I was still being charged EUR40… so I called the Hotline.

“Hotline guy 2” told me that he had no idea what “Hotline guy 1” was on about, the price had nothing to do with the change from BASE to O2, it was to do with an O2 music app that was costing EUR18 a month, which I never applied for, and a second number I had with O2.

I was Furious. “Hotline Guy 2” confirmed that everything “Hotline guy1” had told me was wrong, and that “hotlineguy 1” did not have access to all my information…(but hotline guy 2 did?!?)…

He put me on hold, spoke to some other department, then came back online and told me the Music APP was now cancelled, I would get the charges for the last month reimbursed but I would have to go over customer relations to get the money back for the months before that. On top of that he was fixing things that I was back to a simple tariff with no extra costs.

At last I had found a “hotline guy” who knew what he was doing!!!

This month I get another high bill… I was reaaaally pissed. I called and got to “hotline guy 3”

“Hotline guy 3” told me that everything “hotline guy 2” had promised was not possible. First off, Hotline Guy 1 had just entered into the computer that I wanted to cancel… nothing more. Hotline guy 2 could not cancel an app, I would have had to do that by mail. The fact that Hotline guy 2 had confirmed that it was cancelled, and was refunding the last months fees meant nothing. The promise that I would have a total cost of 29EUR with 9EUR rebate and NOTHING else meant nothing. The fact that due to all these promises by Hotline members I had now missed the deadline was my problem.

“Hotline guy 3” was sympathetic, I regret my tone speaking to him, but he confirmed that all the promises I had gotten from guy 1 and guy 2 meant nothing, I still had a Music app and a 2nd number I did not need, and because the deadline was already passed I could not do anything more about it.

My request

1) Optimal would be to refund all the music app costs as I did not order it and have not used it, cancel the 2nd number as I wanted to do in October 2017, and I stay with O2 at the tariff I am supposed to have

2) If that is not possible I would like an immediate termination of my account, as I had asked for in October 2017.

I would request that O2 listens to all the recorded conversations we had, and keeps them on file as if option 1) or 2) is not possible, I shall go to a lawyer.