Balance Credit refund refused

[SOS]

I have a balance on my account of £178.54, I requested refund via telephone and online and was refunded £35. £178.54 was paid towards my device but 02 put it towards my airtime plan. I spent 6 days last week on the phone for 5 hours a piece speaking with over 20 staff memeber, each who confirmed I would be receiving a refund as they could not transfer the credit from the airtime to pay of my device. My bill generated today and the balance has declined. I need this resolved. I have emailed the complaints section with no response. I have had many sales representatives mislead and lie with ease on the phone about my money that I paid that I am entitled back to pay off my device.

Anyone had any luck in taking 02 to court for breach of Consumers rights, misleading contract sales, constantly lying and refusing to refund your money you are entitled to.

[pgn]

You can request airtime refund via your MyO2, @SOS - https://accounts.o2.co.uk/signin

 

And then use that to pay off your device plan, if that is your intention, @SOS 

And if you think you need to resort to an official complaint, be prepared to be locked out of any support from O2 until that process completes, 8 weeks minimum, info here:

https://www.o2.co.uk/how-to-complain

Good luck!

[Oxonian]

I would say that it is a complete waste of time @SOS trying to take legal action against O2 in these circumstances. 

Take note of @pgn's advice ; if O2 do not resolve your complaint within 56 days of its submission, you can refer the matter to the Ombudsman :-

o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf