We thought we'd reached the conclusion of this but we haven't.
Would appreciate any quick comments people can make on the legal side, as she needs to follow up the latest development urgently.
Summary so far - daughter ordered a Black Friday deal with O2 for a new £30 pm plan and phone, the phone didn't arrive here and she was charged the first month. She didn't manage to get the phone and was bounced between Sales and Customer Services so she write to the CEO.
In a nutshell - daughter had an email in response to her email to the CEO which included
"I’ve asked our retention team to contact you directly to see what we can offer you; I’ve also advised them to either match or better the deal you had originally (I’m unclear exactly what that was and this may be subject to stock and other things out of my control) but, we’ll do our best to get you a deal you’re happy with. "
So the phone arrived this morning and she has set it up and used it.
She then received a second email from the same Executive Relations person saying
"I can see your new order now (and the old one). [She never cancelled her order, and has not received any money back]
"The maximum discount the system allows is £13 x 24. This brings the overall monthly amount to £39.32.
"Your previous offer was an incredibly good one. I can’t lower it any further than that in terms of discount as it’s not physically possible. I will add on a lump sum credit to cover half of the difference ( £108 ).
"This will be on the Airtime Plan – as will the recurring £13 discount. We can’t change anything on the CCA. "
Surely
1) they accepted and are in a contract with her by taking her money and sending her a phone, albeit it got lost
2) The lady stated that she would be no worse off but she is
What next? Daughter would love compo but really just wants the phone for £30 pm.
The Ombudsman won't help for 8 weeks or more.
I ask for urgent help as she needs to get back to them soon.
TIA.
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O2 - what would you do? new
O2 - what would you do? new