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| The Complaint Shop All Your Complaints under one Roof |
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Complaint
Date
27/07/2004
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| Last update 17/10/2007 | |||
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On 10 June I went into Halesowen to Phones4u to check out mobile
phones.
I was talked into signing up for a 02 mobile phone at £25 per
month.
However, I didn’t have any ID on me so the assistant, Dan, promised
to deliver it to my home the next evening. They would bring a
portable photocopier to copy my ID.
They didn’t turn up, so next day I rang & cancelled the phone. They
said I had to go into the shop again to do this (I did on the
following Saturday) but when I got to the shop, they said all they
needed to do was email 02 & I didn’t need to sign anything!
That same week, 02 sent me confirmation of my "contract" with a bill
for £25.81.
They debited this amount via Direct Debit on 23 June even though I
had gone into the shop & Dan said he would email a cancellation for
me.
I still haven’t had a refund (even though I never had the phone)
after numerous phone calls to the shop (0121 585 9609) and 02
helpline.
I spoke to a "Helen" at 02 who said they'd had no emails from the
shop to cancel, except one requesting to check if this handset was
not lost! She also advised that as the shop had arranged a contract
for a mobile phone without ID it was illegal & I could prosecute
them- is this correct?
So far I have been into the shop personally at least 4 times
One time I sat there for an hour & half while Dan tried to get
through on the 02 customer helpline, eventually he was given the
wrong advice!
Trying to get through on the 02 helpline takes good half hour!!
Going into the shop is inconvenient as I work in Birmingham city so
I can only get in on a Saturday.
I have rung countless times- each time Dan promises to ring back
with updates and never has!
I have phoned again this morning & spoke to a Tracy who claimed she
was chasing it up also.
Is there anything I can do to speed this up & also reprimand the
shop for their dreadful customer service?
I am disgusted at the delay, both 02 & the shop has failed in
offering acceptable customer service.
Please help
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We passed Mrs Scully's complaint to
phones4u's head office and asked them to look into this matter and to
contact Mrs Scully direct.They have acted very quickly and very efficiently
as per the e-mail we have now received from Mrs. Scully and we would like to
thank phones4u for their co-operation and assistance in this matter |
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E-mail from Mrs. Scully received 2nd August 2004:
Thank you again for your
speedy help!
on Friday, the phones4u
head office rang me to say 02 would refund me in 2 payments!
I don't know why it'll
take 2 payments but at least you've inspired them to reply!
Thanks again
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| Complaint Status: Closed | ||
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