O2 took money out my bank they where not supposed to and I could not afford

[Anonymous]

Hay guys I'm new here but been with O2 for years but I payed of my refresh contract a month ago and took out a new one and I payed it off early so a few weeks later I got a bill in for £217.75 and being that no way could I afford this as the money that was in my bank was for a bill and a planed shopping trip so I called up to find out that it was a mistake and they had billed me to end of my contract but was not supposed to so the lady kindly sorted it for me..... But what actually happens was I waited at a shop from 3 am On the morning of Black Friday to get a tv for my kid and I got one and went to the checkout only to have my card declined..... I was soooo embarrassed so I left without my bargain shop and proceded to go onto online banking to find that my account was empty as O2 had took all that was left after me phoning weeks Pryor to say this is not right and u canot take this or I'm in financial trouble so called them after it hapend to ding the girl never canceled it they refunded it but going to take 7 to 10 days so I wanted to complain but they said I can only do that by email so done so and nothing so called back up and guy was very helpful and offered me £10 but he understood why I declined his offer so he escalated it to manager call back and said I would get one within 4 hours but I have now been waiting over 30 hours so I am now seriously angry...... What can I do. Many thanks

[MI5]

Official complaints process here mate http://www.o2.co.uk/how-to-complain
Nothing much you can do except wait for them to get back to you......

[Anonymous]

Do you think I should be asking for some compensation or good will gesture if sh what resonances could I expect if any?

[Anonymous]

If so what could i ask for or expect if any?

[MI5]

It's always worth asking but I don't know what you would get offered - It all depends on the circumstances I guess......

[Anonymous]

Hi

Welcome to the forum. 

Wait until they ring back. 

In the mean time think about what you would find reasonable as a GoodWill Gesture. 

Please let us know how you get on. 

[Anonymous]

At the very minimum I would ask interest on the amount and a substancial offer on the purchase price of said TV at the now non-discounted price.

Way to ruin a childs xmas O2!

[Anonymous]

i would be finding out from your bank if you will be incurring any bank charges due to the withdraw if so tell o2 that you want this on top of any goodwill.

[jonsie]

It all depends on the wording of your complaint. Explain the circumstances and ask them what they are prepared to offer you.

[Anonymous]

Under the terms of the Direct Debit Guarantee, if a retailer (o2) take a direct debit payment which they shouldn't have, you are entitled to a full and immediate refund from your bank who in turn will recover from o2.

That's the rules BUT a word of caution. O2 have a dreadful reputation of being bull in a china shop re payment of accounts. If o2 disagree and you reverse the direct debit they MAY see that as a failed payment which may have an impact on your credit rating. IT IS WRONG and I am certainly not defending o2 but just making you aware.

I would speak to CS on 202 and see if you get the redress you seek. If you don't then send in the email complaint. Once you have their FINAL response from the Complaints Review Service (not customer services) then you could take your complaint to the Ombudsman Service which if nothing else will cost o2 £300.

Hopefully you will get a positive outcome. Given that CS told you they would not be taking the payment it sounds like you have a good case.