o2 Won`t give me my money back !

[Anonymous]

o2 (Mobile Contract) took about £85 from my account after the contract has been finished!!! Absolute Rubbish Customer Service. I STILL WAITING 14 DAYS FOR MY MONEY BACK !!! I had to speak to FIVE people ! RUBBISH SERVICE AND SUPPORT !

[Anonymous]

Ok then that is ticked. Given that several of us have confirmed refunds are usually 14 working days and that you say that is now up then your only option is to call Customer Services. I would not recommend Live Chat for this.

[Anonymous]

Top be honest if your contract ended in July last year I would have to ask why you didn't ask for it back then? ??

Given that 14 working days is the norm and it has been 14 days then assuming the money is back with you in the next day or two then o2 have done what they would normally do.

I think you have to take some responsibility having left it 8 months plus to sort out.

Please call CS on the numbers given and ask them to confirm when payment will be with you.

Please let us know how you get on. Thank you

[Anonymous]

I do struggle to see why you have let this drag on so long I hope you get your money back soon

[Toby · Accepted solution]

Hi Mac406,

Sorry to hear you're still waiting, please give customer service another go as some are advising here (thanks guys!). If you don't have any luck, feel free to send me a private message and we can see what can be done.

I'm Toby, the community coordinator

[Anonymous]

info: O2 : Stephen is having technical problems and can't chat. Hold on while we put you through to someone else.
info: You're through to 'O2 - Nitesh'
Maciej Kasprzak: any news for me?
O2 - Nitesh: I'm sorry you got disconnected.
Maciej Kasprzak: really?
O2 - Nitesh: I'll help you further.
Maciej Kasprzak: great
Maciej Kasprzak: so what is the answer?
O2 - Nitesh: Please allow me couple of minutes while I read the above chat.
Maciej Kasprzak: ok
Maciej Kasprzak: and?
O2 - Nitesh: Thanks for your patience.
O2 - Nitesh: I've checked the account notes and see that our advisor has already processed the refund request for you.
O2 - Nitesh: It will be completed on a priority.
O2 - Nitesh: It was submitted today so you'll get the money within 72 hours as promised.
Maciej Kasprzak: I have been told that twice and still have no money
Maciej Kasprzak: can you please send me a confirmation email?
O2 - Nitesh: You can take this chat transcript as a confirmation to this.
O2 - Nitesh: On the top of the chat box you've the option to transfer this chat directly to your email address. You just need to click on envelope sign and enter your e-mail.
Maciej Kasprzak: I just have an option to close chat
O2 - Nitesh: According to the account notes your refund request was processed successfully by the advisor on call.
Maciej Kasprzak: yes but I have been told that twice and I should get the refund by last Wednesday
O2 - Nitesh: There is envelope sign on the top pf the chat box.
O2 - Nitesh: Let me explain you.
Maciej Kasprzak: done
Maciej Kasprzak: so 72 hrs?
O2 - Nitesh: The refund was credited on the account already but now it is processed to transfer the amount directly to your bank account.
O2 - Nitesh: That's correct.
Maciej Kasprzak: thats great
Maciej Kasprzak: thank you for your help
Maciej Kasprzak: have a nice day
O2 - Nitesh: You're welcome Maciej
O2 - Nitesh: You too
Maciej Kasprzak: so I do not need to wait foe a final bill?
O2 - Nitesh: You don't need to wait for the final bill for the refund and yes your final bill will be generated within 14 days of the contract disconnection date,
Maciej Kasprzak: thanks
Maciej Kasprzak: bye
O2 - Nitesh: You're welcome
O2 - Nitesh: It was nice chatting with you and take care.
O2 - Nitesh: Bye bye
Close chat
info: at 14:58:26

O2 : Jiten: Hello, it's O2 : Jiten here. What can I do for you?
Maciej Kasprzak: I still waiting for my refund can you confirm when payment will be with me.
O2 : Jiten: No worries I will check this for you.
Maciej Kasprzak: thanks
O2 : Jiten: Please help me with the mobile number.
Maciej Kasprzak: my account number is : 10144XXXX.
O2 : Jiten: Please can you tell me the last two character of the answer to your security question?
Maciej Kasprzak: XXX
O2 : Jiten: That's perfect.
O2 : Jiten: Please give me a minute while I check this for you.
Maciej Kasprzak: ok
O2 : Jiten: Thank you for waiting.
O2 : Jiten: As I have checked that we have successfully released the refund to your bank's account.
Maciej Kasprzak: thank you for you help.
O2 : Jiten: However, It will be reflected on your bank's account within 5 working days.
O2 : Jiten: Welcome:)
O2 : Jiten: Is there anything else I can help you with?
Maciej Kasprzak: so when you have released the refund to my bank ?
O2 : Jiten: We have done it yesterday.
O2 : Jiten: This is the maximum time scale.
Maciej Kasprzak: thanks
O2 : Jiten: It can be done before the time scale as well.
O2 : Jiten: Welcome.
O2 : Jiten: Is there anything else I can help you with?
Maciej Kasprzak: ok. Bye bye
O2 : Jiten: You're most welcome.
O2 : Jiten: Have a nice day:)
O2 : Jiten: Goodbye and take care.


Welcome to O2. Someone will be with you soon.
info: at 14:58:27
You're through to 'O2 : Kanhaiya'
O2 : Kanhaiya: at 14:58:31
Hello, it's O2 : Kanhaiya here. What can I do for you?
Maciej Kasprzak: at 14:59:08
Hi, I still waiting for my refund can you confirm when payment will be with me.
O2 : Kanhaiya: at 14:59:13
I'll look into this for you.
O2 : Kanhaiya: at 14:59:21
Can you please help me with your full name and mobile number?
Maciej Kasprzak: at 14:59:36
Maciej Kasprzak
Maciej Kasprzak: at 14:59:58
account number : 101442XXXX
O2 : Kanhaiya: at 15:00:12
Thanks.
O2 : Kanhaiya: at 15:00:12
Please can you tell me the 3rd & 5th character of your security answer?
Maciej Kasprzak: at 15:01:03
XX
O2 : Kanhaiya: at 15:01:23
That's perfect:)
O2 : Kanhaiya: at 15:02:26
I've checked the details and found that you have received the refund of L10.18 in your bill already.
O2 : Kanhaiya: at 15:03:05
This credit was added in your last bill and hence your bill amount was reduced.
Maciej Kasprzak: at 15:04:09
I have been charged for 6 months so I should get around 88 pounds not 10 pounds and thats what I have been told when I spoke to O2 last time
O2 : Kanhaiya: at 15:04:08
I'm sorry.
O2 : Kanhaiya: at 15:04:23
Let me check that for you now.
Maciej Kasprzak: at 15:04:28
My bill never was reduce
O2 : Kanhaiya: at 15:05:23
Yes. Please allow me a moment. I'll definitely sort this out for you now.
O2 : Kanhaiya: at 15:06:39
Thanks for your patience.
O2 : Kanhaiya: at 15:07:39
I've checked the details and found that your credit has been transferred to your bank account on 26/03/2014.
O2 : Kanhaiya: at 15:07:39
I request you to please check your latest bank statement and you'll see the credit there in the bank statement.
O2 : Kanhaiya: at 15:08:18
Your final bill has been generated with all the adjustments and the refund has been credited back to your bank account straight away.
Maciej Kasprzak: at 15:09:02
when I have never recived the last bill or the money and I spoke to you last week
O2 : Kanhaiya: at 15:10:33
You have received the credit in your bank account on 26/03/2014.
O2 : Kanhaiya: at 15:10:33
I'll request you to please check the bank statement once or call your bank once.
O2 : Kanhaiya: at 15:11:02
The reference number for the refund is    30060267
Maciej Kasprzak: at 15:11:39
how much was inssued and when
O2 : Kanhaiya: at 15:11:58
It was issued on 26/03/2014 and the amount was of L65.97
Maciej Kasprzak: at 15:13:27
I have NOT recive them yet.
O2 : Kanhaiya: at 15:13:41
Okay. I'll make the request again for you.
O2 : Kanhaiya: at 15:13:47
Please allow me a moment.
O2 : Kanhaiya: at 15:14:38
Thanks for your patience.
O2 : Kanhaiya: at 15:14:51
I've made the notes on your account for the refund to be processed.
O2 : Kanhaiya: at 15:15:31
I request you to please download your bank statement tomorrow as it's Monday (first working days of the week) and you'll get it there.
Maciej Kasprzak: at 15:15:58
I hope so
O2 : Kanhaiya: at 15:16:04
Please be assured for that.
Maciej Kasprzak: at 15:16:11
thank you very much for your help
O2 : Kanhaiya: at 15:16:11
You'll definitely get it there.
Maciej Kasprzak: at 15:16:20
have a great day
O2 : Kanhaiya: at 15:16:22
I've made the perfect arrangements for you.
O2 : Kanhaiya: at 15:17:02
You just download the bank statement tomorrow and you'll see a credit of L65.97 there straight away in the bank.
O2 : Kanhaiya: at 15:17:30
Cheers:)
O2 : Kanhaiya: at 15:17:30
Is there anything else I can help you with?
Maciej Kasprzak: at 15:17:40
no thank you
O2 : Kanhaiya: at 15:17:55
You're welcome:)
O2 : Kanhaiya: at 15:17:55
I'm happy that I was able to help you today
O2 : Kanhaiya: at 15:17:55
Have a nice day ahead:)
info: at 15:17:59
O2 has ended this chat session.
system: at 15:18:03
Chat already ended

[Anonymous]

I STILL WAITING FOR MY MONEY

Absolute Rubbish Customer Service

[Anonymous]

Have you spoke to your bank to see if they have seen the payment?
Is your bill showing as being in credit or a zero balance?

[Rachieroo]

O2 won't refund me my money. I bought a faulty phone from them for £119, sent it back in the same week, was promised a refund within 3 days, every 3 days I get fobbed off another 3 or 5 days, its now a month later and still no refund!!

[MI5]

@Rachieroo answered your other post here https://community.o2.co.uk/t5/Other-Devices/O2-won-t-refund-me-my-money/m-p/1221079/highlight/false#...