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Kerri's complaint against The Phone Spot
[LAPSED] Tariff is not what was agreed by telephone upon order
Complaint against The Phone Spot
I ordered my upgrade phone with Carphone Warehouse. They rang me for a second attempt to go with them. I was asked if I'd like a newer model phone or lower priced tariff and I said both. I said I was after the Samsung s8 but was told I would be paying more than my already expensive £42pm with my S7. I was advised that the Sony Xperia XA2 was a phone that runs very similar to the S8 and has a better camera plus it would take my tariff down by £13pm so I opted for this. I received the phone and it was not damaged, no issues but I didn't set it up. I went away for a break and came back to noticing my email confirmation of order from o2 stated I was on an unlimited minutes and text tariff with 1gb of data which was not what I opted for. I said I was on 3gb data but only tended to use 1gb on average and would like to remain on the same amount. I rang The Phone Spot on 18th April to say I hadn't touched the phone as yet because I was not happy with the 1gb of data to be told I was on a 4bg tariff, 1gb then a 3gb bolt on. I said I had no paperwork to prove this and my email says 1gb so I want them to look into this as I will send the phone back if not. The person I spoke to said they would get someone to listen in on the telephone conversation when I ordered the phone and I'd hear back within a week. I didn't receive that call. It wasn't until yesterday when I was booted off of YouTube when on my 4g out walking and that I got a text to say I'd used all my data from o2, that it reminded me that The Phone Spot hadn't rang me back. I logged into myo2 yesterday to read that I had 0gb left of 1gb until 14th May which was 11 days away. So today 5th May I rang them again to be told by the call handler than I am definately on 4gb to which I explained that I clearly wasn't. I did say noone rang me back within a week as promised and he said it can take longer than a week, bearing in mind we are now 17 days later I believe that was just an excuse from him. I was told the 1gb is definately my data provided and the +3 will most probably be a bolt on but to call o2 who will sort it straight away. I rang o2 who were most helpful in advising me that I am on a 1gb tariff not 4gb. The lady ever so kindly gave me as a goodwill 2gb of data from o2 which they didn't have to do. She raised a case re my orders tariff to The Phone Spot but I do not expect to hear from The Phone Spot in this time. I will receive an email from o2's team as proof of my tariff even though I have email proof anyway but this will include details of their findings. I never had an issue with my other two Carphone Warehouse contracts like this and knew something wasn't right when I read my email in the middle of April out of the 14 day opt out contract period. I however refuse to stay in this contract with them with the untouched Sony Xperia now I have been told they have made a mistake their end. I could've got the same contract elsewhere for £23 per month but chose to stay with the reliable Carphone Warehouse who I have now found to be unreliable. I do not care that I am out of the 14 day phone return and contract cancellation...The Phone Spot can do this on my behalf. I am happy to post the phone to the address they provide after this bank holiday weekend. Hope this helps.
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Lapsed. Kerri has not responded in 90 days
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Charlotte Ellix | | VERIFIED