Right to cancel gone wrong

[Paul820]

I rang up to cancel my watch plan after receiving the email giving me the option to cancel the airtime or cancel both the airtime and device plan, I clearly said to the person helping me get this processed that I wanted to keep the device plan payment going but they have gone and cancelled the whole thing. What am I supposed to do?

[MI5 · Accepted solution]

@Paul820 

We've been advised thus.

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Paul820]

Thanks for this info, I don't hold much credit to the call centre teams at all, especially after this.

I have just discovered on Reddit that this has happened to ALOT of customers and when they have been told to call back CS they have been told it can't be reversed and will go down as a DEBT owed, it sounds absolutely ridiculous. How will that affect my O2 account as a whole? Will this affect my switch up on my main line if a debt that is through no fault of my own is posted on my account?

[MI5]

TBH we would advise you to pay up and leave.

Customer service is disgraceful and their ability to fix issues is non existent.