We previously had a contract with O2. We left the country in January 2022. I had cancelled the contract through the website back in February, but since then I continued to get charged. Having spoken to O2 support numerous times to have my contract cancelled - I later discover that we need to sent in the “special cancellation form” for having moved overseas. I see this was received by O2 on 30th August 2022, but we have not received any confirmation that the contract has been cancelled, despite two weeks having passed. Now Paigo are demanding payment for an extortionate amount that does not make sense. We continued to make payment up till March 2022 - which is after the phone numbers had already been de-activated.
Trying to call regular O2 support has us rudely told that they do not speak English. Calling the English hotline has someone saying something different every time and unable to help us. We are also then transferred to another department - again where we are unable to speak to someone in English.
Can I please ask that:
What is a number we can call for someone to help us here?
How are we able to obtain confirmation that our contract has finally been cancelled?
How can we ask O2 to inform Paigo that we’ve specifically been told the money is no longer required given that we have moved abroad and thus were able to terminate our contract early?
kind regards,
James
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Dear @jamesRLondon ,
unfortunately, your community account is not linked to any data set, so i can't check it. I need your phone or customer number, which you had with us, and the corresponding personal customer code. I'll write a message from o2_Supportfor this purpose to you.
Kind regards,
Andrea
Thank you, I’ve now responded to your private message.
Dear @jamesRLondon ,
I am still waiting for a new reply from you in the private messages.
Kind regards,
Andrea
Dear @jamesRLondon ,
thank you for your resspond in the private message.
I have answered you there how you can now proceed.
Kind regards,
Andrea
Hello @o2_Andrea,
I can't seem to respond to your private message.
Your last message says that our case has been handed over to Paigo.
I’m aware of this, it’s mentioned in my first message in this thread.
We have spoken to Paigo, and it’s still the case that:
Paigo state that they require that O2 contact them to inform them the bill no longer needs to be paid. O2 have informed us that we do not need to pay these bills given that we moved abroad and that the numbers have not been active. Paigo are telling us that they need to hear it from O2.
Can you please escalate this to someone who can help us.
It’s proving frustrating resolving this - and the help here is far from satisfactory.
thank you,
James
Dear @jamesRLondon ,
if something is handed over to a collection agency, we are no longer allowed to do anything to the record or provide any information except that it has been handed over.
Your contract was terminated because of the collection and now the collection agency is responsible.
Kind regards,
Andrea
Thank you for the response.
Our phone numbers were deactivated around May of this year, which is soon after we initially triggered the cancellation through the online portal. It doesn’t make sense that the line would have been deactivated, yet the charges continued monthly, despite no service?
It still remains that we need written confirmation that out contract has been terminated - can we please have this emailed across to us? I’ve attached a screenshot of the section of ‘special cancellation form’ which states that we will be emailed. Please can we have this actioned?
We need official confirmation of termination in writing (either via email, or to our new address which is in the UK).
Paigo is specifically asking for official confirmation in writing (sent to us from o2).
kind regards,
James
Dear @jamesRLondon ,
I am sorry, but I can’t send such an offical writing to you.
Paigo should know that all contracts are cancelled, when they were tranferred to them.
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