I have been a member of O2 since 1989 (When it was originally called Cellnet). I have had many phones, and many contracts, and I have stayed loyally with O2 since that date. However, on Christmas Eve I went into an O2 shop looking to buy a iPhone for my brother as a Christmas present. I was persuaded to upgrade my own phone to an iPhone X, so I could give my present phone to my brother. I was told I would have to pay £69.99 for the handset and another £297.00 to upgrade early. At NO TIME was I told that this fee was non refundable. I upgraded, when I went home I was uncomfortable at paying nearly £70.00 a month for my new contract and be tied into it for another 2 years. I went back to the shop on Boxing day and asked to be released from the contract under the 14 day cooling off period. I was asked to come back the next day as there was no one in O2 working on Boxing Day to sort this out, which was fair enough. I returned on the 27th December and was told that the £297.00 fee I paid to upgrade early was non refundable. I told them that I was not told about this at the time, and if I had of been told I would never have agreed the new contract. I was asked to go away and speak to O2 head office to get this sorted out. I contact O2, who passed it onto your Executive Relations, who told me I should of read the Terms and Conditions, of which I explained to him that no one reads Terms and Conditions (which he agreed), and apart from that I was not given enough time to read them anyway. However he would not relent and told me that I could not have my early upgrade fee refunded as I was out of contract. I told him that I was told by O2 that I could go back to my old contract and see out the rest of the contract, which expirers in September 2018. However he refused to do anything and referred me to the Ombudsman. I find that is bad customer service to a long standing and loyal customer, that O2 will not even try to assist (even as a gesture of goodwill) and do something to help a customer, and just palm them off to the Ombudsman. I returned to your O2 shop to get my handset refunded, when they tried to do it I was told they could not refund my handset in store. They then got hold of a person at O2 and they passed the phone to me, and he told me they would send me a pre-packaged jiffy bag to return the phone in, once received I would get my handset refunded (£69.99), and he would also refund my £297.00 fee. He told me it would take up to 15 days to refund my money!!! Whilst I was not happy at having to wait to get my handset refunded, at least I was also going to get my early upgrade fee refunded. I was sent the jiffy bag the next day (quick and good service), and sent the phone back on Saturday 30th December. I today (5th January 2018) received a phone call from someone called Tanya regarding a survey I filled in about the service I received. She told me that they have not received the handset back (It was delivered to O2 on Wednesday 3rd January just before 7am), and that I would not receive my refund for my handset until the following week. Why does that take so long? She also informed me that the guy, Daniel, who told me that he would refund my £297.00 fee should not of told me that, and that I would not receive it! Is this the way you treat people? After chasing up the refund for the handset I have received another e-mail from Executive Relations informing me that they did in fact make an error about the phone and that they had indeed received it. However I would now have to wait a further 15 days for a refund!!! I have been miss-sold a contract which I was persuaded to upgrade to when I didn’t really want to. I was not told, or made clear at the time, that the early upgrade fee was not refundable. I have been messed about from one person to the next. I am having to wait to have money refunded, and wasting my time in the process. I have now contacted the Ombusman about this situation. Whilst I accept part of the blame, surely a company the size of O2 could of dealt with this better??? I will NOT recommend them to anyone now, all these years I have been with them and they have treated me like

Hi, I'm a First Direct Customer and have had a mortgage with them for over 15 years. I am so impressed with their customer service, that I bought their buildings insurance. I've had the policy for donkey's years. In May 2015 I had a leak which came in from the next door neighbour. The ingress of water stayed well below the joists and never damaged any flooring or contents. I repeat, water never ever at any point damaged any of the building or my personal belongings! Asprea, which is a claims management company which is owned by Aviva, assigned a surveyor to manage the claim. However, back at Asprea they were going through a restructure, and the surveyor who was assigned was made redundant. He was never replaced. As such, the builders assigned to do the work had nobody there to control them. The repair contractor brought in by Asprea, a company called Alltrades, went on the do the following to my home and personal property, without my permission and knowledge. 1. Remove all the floorboards from the Dining Room, Hallway and Front Living Room. 2. Remove my entire kitchen (cupboards, tiled flooring, contents), which sits on a concrete base, and as such is completely impervious to water. The kitchen was thrown into a skip. 3. Remove all the wallpaper from the dining room, hallway stairs and landing, and front room. You're probably wondering at this point why I've not mentioned anything about the contents of the kitchen, front room and dining room. Well, they were all wrecklessly dumped and damaged into the upstairs 3 bedrooms. The builders, aren't members of any recognised professional organisation in the building trade - such as the federation of master builders, the national federation of builders, or trustmark. I have pictures of everything which I sent to the company, and I have also created a YouTube video showing the chaos left by Asprea and their contractors. The company, Aviva or Asprea has never said sorry, nor has it responded in writing to written complaints, and has just told the Financial Ombudsman that it intends to stop paying for my alternative accommodation at the end of June. I have been out of my house for 11 months, and have moved 15 times!!! 15 times!!! I was forced to live in the following accommodation: 9 days -Stayed in Bedsit 83 days -Lived in a converted garage 6 days -Stayed in Hotel Rooms 20 days -Stayed with Friends 187 days -Not a "like-for-like" property, ongoing Electrical wiring and plumbing problems. Poorly maintained Aviva and Asprea cut all contact with me in December 2015, 6 months ago, without notice or reason. The company has lied to the Ombudsman about what is damaged in the house, and so I have a surveyor coming on Wednesday 18th May 2016, to do a detailed report of what is damaged. What is actually damaged is considerably more than what Asprea claim. Aviva have said that I shouldn't get 1 penny in compensation! one penny! The report will cost me well over £800 to have written. I have just spoken to my household insurer and they tell me that I have legal cover of up to £100,000 to take Aviva to court. I have lots of clear photographs and documents that show everything Asprea have done. The legal advice that I have just received said that it is a cut and dried case of negligence, because of the volume and quality of evidence I have. My case has just moved from Adjudication stage to the full ombudsman. If Aviva (well Asprea) try to evict me onto the street, I'll have no choice but to invoke the legal cover through my household insurance to prevent this! I cannot be turned out into the street. They have broken my home and damaged all of my contents! This is plain just wrong! My video on YouTube is called "My banking and insurance Horror Story - Battle with First Direct Bank and Aviva Insurance". I would urge you to look at it and give me your opinions. Please bear with the length of the video. As you know, long and complex stories are really difficult to edit down. The video does however cut to the chase reasonably quickly to the photographs of the damage. I had no idea that Aviva operated in such a poor and wreckless way, and it's customer service is none existing. I would welcome people to share their experiences of the company, including Asprea. Kind Regards and thanks for listening!, David

I used the reserve and collect system for Comet when trying to purchase 2 x LACIE drives. The assistant told me on the phone there was one in the Trafford Park store, and also one ex display model. I purchased both. On getting the items home I was told by my place of work I had needed a FIREWIRE; thinking nothing of it I tried to return the items to Stanley Retail park to be told by manager he would absolutely not refund the ex display model. Unhelpful. So I called Customer Services who informed me ex display must be returned to the original store. As there was NO note on my receipt this was ex display, I was told by Trf Park they wouldn't be able to refund the very same item they had sold me 30.11.2011. And to add to this, they 'don't have ex display items!!" I tried to point out repeatedly that that is indeed impossible as I had not only been sold one from the strore not 2 weeks previous, but that when i called to Reserve and Collect had been informed that one of the items would be ex display. I am in effect being called a liar by Comet. I pointed out to the gentleman on the phone that one of his store members had failed to do their job properly by 1 - not offering me a reduction on an ex display and 2 - not making a note of ex display on the receipt (how was I to know this was going to make an item unreturnable to the very store I bought it from)? I asked the gentleman his name, to be told it was - the very same name on my receipt!! I suggested he should observe what he does in the future to avoid upsetting future honest customers. The item has the Comet barcode on - what on earth d they think I am trying to do - fiddle them out of 59.99? I will never use Comet again, after practically being accused of making it up the fact I bought an ex display model. I cannot believe what stress and upset they are happy to put future customers through.