Incorrect arrears notifications and inability to get a refund due to an o2 error.

[sparkles83]

Hi,

I paid £1050.00 towards my device plan on 18.02.2024. All my bills are taken and paid on time each month, so there are no concerns. I then received emails/texts/notifications to say that I was in arrears by £1050.00, which I had paid towards my device plan on the 18th of Feb. I made many calls and chats with advisors through the app, but nobody could help. All they could say was that they received that payment on the 18th and could only apologise. I still received the arrears notifications and had restrictions placed on my account. After so much stress, I was more or less forced into paying another £1050.00 to stop receiving incorrect arrears notifications. Now my account says in credit by £1050.00 (which I had paid twice), and now I can’t get my money back. Shocking service from o2. Now I am down by £1050.00 due to their error.  

[MI5]

Sounds par for the course these days.

[Oxonian]

@sparkles83 

You have obviously been in contact with O2 about this, so you might want to consider using O2's complaints procedure. However, it is currently taking O2 some eight weeks to investigate and respond to complaints, so you really want to regard a complaint as a last resort.

You could give Customer Service another try, or you could give the social media team a try. You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

If you do decide to complain :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

[sparkles83]

Thank you very much 😊

[madasaf1sh]

@sparkles83 

Just speak to your bank and do a charge back, explain that you have paid twice to o2, and they are been pains in doing the refund, make sure you have proof though.. and it will be a lot quicker.... 

[Oxonian]

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@sparkles83 wrote:

Thank you very much 😊

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You are welcome @sparkles83 ! 👍