It seems that the decision of O2 to force all their customers towards online billing is causing a lot of concern for their customers. I wrote about this on Monday already, and here’s another readers e-mail.
You might be aware that O2 are switching to online billing and will no longer send customers a bill by post, unless they ‘opt out’ of the service.
I have no problem with online services personally (I am in my twenties and active online, and have access to high speed broadband) but I am thinking of older people here – my parents are O2 bill pay and do not have access to the Internet at home, how exactly are they supposed to keep an eye on what they are spending now?
They were not even aware this was happening until I told them! I understand this is a cost saving measure for O2 but people should have the option to ‘opt in’ for the service rather than having to ‘opt out’ of it! Wonder am I the only one concerned about this?
I wonder does anyone out there know what, if any, obligations are on O2 to deliver bills to their customers?
If customers are paying by direct debit, O2 is obliged to inform their customer at least 14 days prior to money being debited from the customers account.
If the customer has no way of retrieving an online bill, and didn’t know that they had to opt in to receive a paper bill, then I wonder who’d be seen as to blame?
Given that IPSO lies to consumers anyway, there’d be no surprise when they take the side of O2 rather than the consumer anyway should any queries or issues arise if direct debit rules are broken.