Anyone had problems with O2?

I phoned to cancel my contract two weeks ago and get a new phone as a new cutomer, still with them, online. They said, oh no don't do that we'll sort it here for you and you call back when the phone is in stock, Monday 03 July.

On phoning it's now going to cost me £50.

So now i have to cancel, two weeks late, with a letter.

Just a simple "no we can't do that" at the time would have sufficed.