Refund

[stevelw]

I rang O2 as i had been charged for an account that i had previously closed. I have currently been waiting a month since my initial phone call, I rang up on the 2nd of July and was told ring back on the 18th of July when my bill would be generated showing the credit. I rang back to be told to ring back in a week, which i did, I was told that it hadnt been actioned, and it would be in my account within 5 days. i rang back today to be told that it was only actioned 2 days ago and wont be in my account for 7 working days. this is completely unnacceptable customer service and i'm quite sure that if I owed O2 over £300 my services would be cut off immediately, credit file impacted and all the rubbish associated with it.

[Cleoriff · Accepted solution]

@stevelw 

Try ringing payment management and threaten to make a complaint.

All numbers  here Guide: Coronavirus Community Help and Support 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am