Been charged for phone but need refund

[Nm22]

hi I tried to order a new contract phone iphone 13 and they took the payment but as I didnt complete the final steps I havent been sent confirmation. i was on the phone to you guys the other day and one of you transferred me to get this refunded but the line cut of I need the refund done asap its christmas I cant afford having money out like this

[Bambino]

@Nm22 You need to speak to customer service.
Call 0800 032 1402 from any phone or numbers here: Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

You could also try reaching O2 via social media:

Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255

[MI5 · Accepted solution]

@Nm22 

Check the transaction in your online banking and see if it is "pending".

If so, O2 haven't taken the money and it will be returned to your cleared funds in line with your banks policy.

[madasaf1sh]

@Nm22 

Speak to your bank as o2 don't have the money, it will be showing as pending in your banks online services, and they will hold it for upto 7 days, if you speak to the bank, make sure you have confirmation that are not going to claim the money, and the bank should be able to release it back to you.