Sub: request to cancel the contract.

Mobile number: 07701096***
Customer Number: 50047***

I have done several requests to cancel the contract.

Dear Sir/madam,

I have taken the contract from the local store on the high street of Southampton and ever since I had just problems. None of the store members are helped me and I feel like I have been conned.

So because I didn’t like the service I have decided not to upgrade the contract and stopped using the phone. As you can see on my account I have not used the mobile phone from the past eight months. And when it was 10th month of my contract I have been to the local store to cancel the contract. The gentleman advised me that I can’t cancel the contract from that store but I need to call O2 to cancel the contract. His name is Mr James Boswell, works at East Street branch in Southampton. When I phoned O2, they said I need to call the carphone warehouse team to cancel the contract and they don’t deal with it. Why Mr James Boswell gave me the wrong information, and also why cant store deal with cancelling the contract when they can sell the contracts? And as per O2’s advice I have called carphone warehouse, and the gentleman said he will cancel the contract and also he will put a note on the system for the cancellation request.

And one month later I have received a letter saying that please upgrade the contract. I have called into and said I don’t want to upgrade I have already cancelled the contract. And the gentleman called Mr Neil Feely said to me there is fantastic offer going on and it is Nokia N95, for 30 pounds a month and 12 month contract, 200 minutes and 50 text messages. I said Ok and he send me the phone after five days. I have opened the box just to know that it is already used refurbished phone. He didn’t mention or made it clear that it is going to be the refurbished phone. So I have called in to say why this has happed. The members of staff on the phone said they will listen to the call and will get back to me in 24 hours, but no one did, I have called again after 48 hours and gentleman on the phone did the same promise again, but I never received the call back. I waited for the call for two days and I have called in again to see what’s going on, and then I spoke to a manager called Mr Charlie Hulbert on the extension 4443171, he said he will sort out everything and I’m still under 14 days piece of mind guarantee and all I need to do is send the phone back to them, and everything will be sorted. And my contract will be cancelled.

And after one month I have received the bill again, and I have called Mt Charlie Hulbert on 4443171 and spoke to him about everything and he says my contract is still on and he will speak to his manager and will get it cancelled, I said to him I want to speak to his manager and he said his manager is busy and he wanted him to send an email, which he is going to do, and he is going to get the contract cancelled and get a confirmation letter posted to my address, which never happened, I was still waiting and waiting until I received another bill. Soon after I got the bill I have called the customer care again to find out what’s going on, now I spoke to a girl called Ms Claire and now she is advising me to write a written request to cancel the contract, she gave me this address. Please tell me why there is so much of conflicting information in your organisation, why different people advice their customers different wrong information.

As you can see on my account I have never once used the phone from the past eight months and will never use the phone and will never ever come any where to carphone ware house stores, I feel like it is a big cheating company which provides their customers wrong information. The staffs at the local stores are so unfriendly and treat their customers really badly.

Soon after my 12 month period is over I have cancelled the direct debit, I have paid for 12 months for the service for which I have initially agreed the contract for. I will not pay a single penny any more. If you want, you can take me to court.

I have reported this whole episode to Ofcom and they are looking into this matter and they advised me to write to you as a formal complaint as a final step. If you still cant do anything, Ofcom advised me that they will deal with the matter.

I will also send this message to BBC watch dog and will request the local news paper to publish my sad story how Carphone warehouse is cheating their customers. Is that your organisations strategy to give customers wrong information?

Is there anybody to help, please help, please help, please help, and please help? Is anyone listening there?. Is anybody want to help their customers??

Why on the website says , do not write us if you want to disconnect, but call us 0800 049 0049, and when I called, they never advised me that I need to write, but just persuading me to buy the new contract. When said no, they said they will cancel the contract.


Please help.


Please write me back, I’m waiting for your message.

Warm regards,