Early termination fee accidentally charge

[Anonymous]

I cancelled my contract and was charged a early cancellation fee of £164. When I contacted o2 via online chat, I chatted with Jack on the 14th November and he told me it was an error on o2's side and it would be sorted in 3 days. Nothing happened and I contacted o2 again this time I had an online chat with Ashish on the 30th of November and he apologised and stated that he personally would get this sorted and the money would be in my account in 5 working days. I still have not had my refund. When I try to use the feedback@02.com at the bottom of the chat transcript emails I get a  a response from FEEDBACK2-IE@telefonica.com with the email in spanish. I was told when leaving o2 that they had the best service but I would have to disagree. I am currently on another online chat with an o2 representative who has told me: "I have checked and found that a refund for £181.06 was processed but the request was not completed due to a system error. Now I have forwarded an escalation regarding the same and this amount will be transferred to your bank account within next 15 working days, This is the revised time span. Though there are possibilities that you get the funds sooner ."

Brilliant! I guess when I call in 15 days time I will be told that I will get the money in 30 days. Amazing how they can take money out my account in 10 minutes but needs several weeks to refund. Absolutely useless!

[jonsie]

You need to call customer service. Live chat aren't the best people to deal with refunds or account related issues. Please call, referable early morning.

[MI5]

Contact numbers on link if you need a landline number http://www.o2.co.uk/contactus

[Bambino]

Why have they said that they refunded you £181.06 but there was a system error when you said you had been charged £164 in error? Did you cancel your contract early? Was the early cancellation charge waived? Do you have any record of this?

[MI5]

Sounds like the common pay off refresh device plan glitch ?

[jonsie]

Far too common where o2 are concerned.

[Anonymous]

Having just had my credit checked for a mortgage, I find o2 have raised a default of £5.86 on an old o2 account of mine that was cancelled in 2014.  I currently have 2 current o2 contracts which this month cost me £73.60.

I phoned customer services to pay this outstanding amount and they wouldn't let me because I couldn't prove on the phone, that I was indeed the account holder.   I found the old phone with box in question, took it to Carphone Warehouse where I had bought it from, they found the account no. and put me through to o2 customer services whereupon I paid the outstanding amount.  At the same time I asked if they could please send me an email to confirm payment so that I could prove I had cleared the default and could progress my mortgage application in order to purchase a house.. . . . .

To cut a long story short, 16 days, 3 emails to o2s Credit dept. and 4 calls to customer services later, I still haven't got confirmation of this paid default of £5.86, I can't get the mortgage and the house I was buying has just been re-sold elsewhere. 

Needless to say, I will not be renewing my current contracts with o2. 

Purchasers of o2 beware, their Complaints and Credit depts are email contact only with 10 working days to respond (2 weeks in total) - ironic for a telephone communications company!

[jonsie]

There have been quite a number of people who find too late that there is a default on their credit file. Usually it's down to cancelling the direct debit before the final bill has been produced and invariably it's for a minor sum. Good luck with getting this sorted but if the default was correctly placed it's going to be hard to get it removed.

[MI5]

That's why we always say not to cancel the DD.

[Curr946]

What gets me is that you would have missed all the letters requesting payments and the default notice, and then debt collection letters and calls....