O2 £595 deposit still not refunded on 4th bill?

[maxwilkes]

I was told it would be refunded after 3 months so immediately after paying off my 3rd bill early last month I contacted O2 asking when my deposit will be back and they said it should appear as credit on your account when your 4th bill is generated. Well my 4th bill has been generated today and, guess what, no deposit credit showing whatsoever? Before you ask if I have any late payments...no...I do not. In fact I've paid my first 3 bills manually upfront EARLY on the day they were generated by debit card. I refuse to wait another month so I hope somebody can shed some light on this for me? Thank you.

[Cleoriff]

Hi @maxwilkes 

You'll need to call O2.

Numbers here Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

If you call 202, 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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

[jonsie]

Check here @maxwilkes 

Guide: How do I get to the 'Download Bill' page? 

Follow the steps then click on recent charges under the blue left column

[maxwilkes]

I just rang customer services and they told me that the deposit won’t be credited until my 4th bill is paid and won’t appear as credit until my 5th bill is generated next month. This goes against everything I’ve been told! I was told it would credit on the 4th bill after the first 3 bills are paid. I’ve a good mind to raise a complaint here! I don’t appreciate being lied to. Any advice?

[jonsie]

It should definitely be on your fourth bill @maxwilkes 

[maxwilkes]

Exactly! They’re fobbing me off!

[Cleoriff]

They are making excuses. Three on time paid bills and the deposit is refunded on your 4th bill.

@O2Lisais one of our account advisors @maxwilkes. I have tagged her for tomorrow and she will be in touch with you here. So come back to this thread tomorrow as she starts at 10am.

[O2Lisa]

Thanks for the tag @Cleoriff.

I'll message you privately @maxwilkes so we can get this sorted for you

[Cleoriff]

Thanks @O2Lisa 

[jonsie]

Thanks @O2Lisa