02 has taken money from my account

[Anonymous]

On checking my bank account today I noticed I was into my overdraft. On checking further 02 had taken £273 from my account for a phone I no longer have placing me into my overdraft at a cost of £30. On calling to complain and have my money refunded I was told it was definately a mistake by them but the money would take 5 days to appear in my account. What am I to do over a weekend and how am I going to feed my family I asked. Basically the answer was TOUGH!! A complete and utter disgrace of customer service. I asked for compensation and was told to phone back again from an 02 shop tomorrow? If anyone knows how to complain officially in writing please advise.

[MI5 · Accepted solution]

Complaint link here http://www.o2.co.uk/how-to-complain
If it was an error your bank can reverse the DD immediately - give them a call.

[MI5]

DD guarantee is explained here https://www.directdebit.co.uk/DirectDebitExplained/Pages/DirectDebitGuarantee.aspx

[PhoneDoc]

Edit: everything covered by @MI5

[jonsie]

Hope you get this sorted by your bank in the morning. No money over weekend....do O2 care....no. contact your bank as soon as possible.

[Anonymous]

Thanks complaint submitted. Im outraged at 02s response

[MI5]

I doubt anyone would be happy. They should have told you that your bank can recall the payment though.

[jonsie]

Bear in mind that you are a stranger to any customer adviser and they are ok because they can feed and look after their family without worrying about you....

[Curr946]

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@jonsie wrote:

Bear in mind that you are a stranger to any customer adviser and they are ok because they can feed and look after their family without worrying about you....

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that's a bit harsh, I've worked in a call centre, and it's hard to listen to all the sob stories but being powerless to do anything about it. it's amazing how many times someone's gran can die but yeah @MI5 covered it all. Your bank will refund you immediately.

[jonsie]

I too have worked in call centres (3) but at the end of the shift I went home to my family and I've heard all manner of reasons and excuses from customers. Some are very genuine and you feel sorry but you can only do so much. You either pass it on to the relevant department or you follow it through if possible. I consider myself to be empathatic much more than is sometimes wise but at least I went home with a clear conscience that I did what I could to help people. It's just a shame that empathy, understanding and diligence seem to be sadly lacking with the modern day call centre staff. Yes there are exceptions but let's be honest, they are exceptions in every sense of the word these days.