Forum Discussion

KathyinBrent's avatar
KathyinBrent
Tuning in
4 months ago

Huge cancellation charge for unwanted O-2 accliunt

We switched to Virgin a few months ago, Like others in this forum, we were offered a free 0-2 SIM card. We accepted it but never used it. When we decided to cancel the plan (because of the monthly bills), O-2 sent us a cancellation fee bill for £99. But we can't get into our O-2 account because someone (Virgin most likely) set it up wrong. We can't get into our account and therefore can't see the contract or challenge this huge charge. What can we do? The O-2 staff are completely unhelpful. 

  • goslow's avatar
    goslow
    Alessandro Volta

    VMO2 is united only in name but not for practical and administrative purposes as far as customers are concerned.

    Did you sign up to a VM 'Volt' package? This involves a separate contract with VM and a separate contract with O2.

    AFAIK, VM forum people on here are unable to help with O2 issues, you have to deal with O2 for the mobile part of the package.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The VMO2 tieup was designed to push one company's customers into the clutches of the other.  In your case it has succeeded in locking you into an expensive account that you didn't want.

    You need to look carefully at your contract to see exactly what you signed up for.

  • Not quite the same experience but similar. We took the " free" O2 SIM card offered when we switched to VM. We never activated it though we were charged monthly. When we tried to cancel it, we were charged £99. But we can't get into the O-2 account to see why, as someone (not us) set it up wrong. We've had that fixed with O2 but still can't access the account. I am sure the charge could be disputed as it's based on a contract we have never seen or signed (unless it was buried in the fine print of our contract with VM). Virgin have been ok but O-2 are a nightmare to deal with. Never again!!!!

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey KathyninBrent, thank you for reaching out and I am sorry to hear this.

      We only deal with Virgin Media queries via this forum sorry, I would advise ringing O2 on 0344 809 0202