Hello, recently changed my o2 contract from the o2 simplicity package which consisted of 1000 texts, 600 minutes and free unlimited web which was costing me a grand total of £19.58 per month.
I had selected this tariff because my previous 18 month contract had come to the end but didn't want a new mobile.
On 14th December I rang o2 and told them I had found a phone that I now liked, the Sony Ericsson Naite (J105i). On the phone I specifically stated that I didn't want to pay any more than I was, the lady informed me that to get the phone I would have to drop the amount of texts and minutes included, this was fine by me as I don't use many.
Therefore the texts were dropped to 400 and the minutes to 200. I also stated that I still wanted the web bolt on, but included in the £19.58, and this was confirmed a couple of times by myself and the lady I was speaking with. She also mentioned that I would have the unlimited o2 to o2 calls.
At the end of the call everything was read back to me and confirmed the price again.
Received the phone fine, they even threw in a free gift (Nintendo DS Lite) which I knew nothing about until it was received!
Got my bill for the end of the month, £30.07, so I looked into it:
Unlimited Web Bolt On 14 Dec 09 - 25 Dec 09 0.00
Unlimited O2 to O2 Calls 14 Dec 09 - 25 Dec 09
Unlimited O2 to O2 Calls 26 Dec 09 - 25 Jan 10 0.00
O2 Web Bolt On 14 Dec 09 - 25 Dec 09 2.55
O2 Web Bolt On 26 Dec 09 - 25 Jan 10 6.38
Total monthly extras £8.93
I phoned o2 and the lady said that the web bolt on was chargeable as I already had the unlimited o2 to o2 calls and you only get one bolt on free, I stated that I was told the web bolt on was free and at no point was it mentioned that the unlimited o2 to o2 calls was a bolt on, she then said they would get back to me as they would have to listen to the original call made on the 14th December.
They phoned me back last night and said that at no point in the call had it been specified that the web bolt on would be included in the price, but I know for certain that I had stated that numerous times and even had the lady confirm it, I told her that this was one of the main reasons I was willing to drop the amount of texts and minutes I had.
She also said that the unlimited o2 to o2 calls was a bolt on and that I had requested it but at no point in the original phone call was it stated that this was indeed an added bolt on, I was under the impression that it was a free perk.
I asked if there was anything that could be done and was told that the only thing I could do is lose the web bolt on or cancel the contract (which is for 24 months) but that would be well over £400.
I then asked if the manager could ring me back (which she said could take 24 hours), basically I want know where I stand now, can I request a copy of the phone call so that I can listen to it myself? What other options do I have?
I've been with o2 for well over 8 years (when they used to be genie) and am also am o2 broadband customer....please help!