promised a refund 1 month ago which i havent recieved

[Anonymous]

a month ago i upgraded my phone contract, i did this over the phone and as part of the agreement for my upgrade i was told that o2 would pay off the remainder of my old contract, this was on the friday afternoon and i had a payment for £72 due to come out on the monday, i was told because of the timing id have to pay this £72 but that i would get it refunded to my account. I waited approximately 14 working days before calling them on friday 8/9/17 to chase my refund, i was then told my refund request had been rejected to which i was very shocked as i had been told by an o2 employee i would be refunded, never at any point was i told id have to request a refund and see if it was granted. I was then told by the o2 employee i spoke to that day that she would chase this up for me and call me back the following friday (15/9/17) and guess what? no phone call ive heard nothing from them. i am yet to call them back because i wanted to see if anybody else has ever experienced this any help would be appreciated

[Beenherebefore]

Rarely do the normal Customer Services call back, I don't believe they have that capability with the phone system they use.....you need to chase it

[Cleoriff]

If chasing up customer services doesn't get the result you want then make a complaint here https://www.o2.co.uk/how-to-complain  Using Resolver in the link appears to get the best results https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...

[jonsie]

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@Beenherebefore wrote:

Rarely do the normal Customer Services call back, I don't believe they have that capability with the phone system they use.....you need to chase it

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They certainly do have the facility in the UK but for obvious reasons I doubt overseas advisers have the same systems. Previously, any outbound calls were monitored.

[Beenherebefore]

Corrected....by the man who should know !

[MI5]

What I need to understand, is why do they offer to call customers back, then not do it?

[Marjo]

Hi @Anonymous, welcome to our forum! Sorry to hear that you hadn't received the refund in time.  I'm going to drop you a quick PM (Private Message) shortly to discuss in more detail to see if we can help in any way!