topic Re: No reply from Complaints Service in Pay Monthly

No reply from Complaints Service

jimgironde — Sun, 17 Sep 2023 09:52:45 GMT

I am relatively new to O2 having transferred from Virgin having taken up a Volt contract. Part of the deal was an added Extra which was free for 6 months.

I received my 3rd bill in July and was charged for the Extra, so went on Live Chat. The initial response was that I didnt understand the terms of the offer, but then realisation set in and a refund was promised with an additional small credit to be added for the inconvenience. I have a copy of the chat with the advisors name and time etc.

The next bill was received and whilst the Extra was not charged for, a refund had not been given.

I sent an email to the O2 "Complaints Review Service" which states it will reply within 7 working days, but a month later I have heard nothing.

I have now received my 5th bill and no adjustment has been made.

How do I do I go forward from here please?

It is only a small amount in the scale of things but it is the principle of the matter.

Re: No reply from Complaints Service

MI5 — Sun, 17 Sep 2023 09:55:56 GMT

@jimgironde

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

Re: No reply from Complaints Service

pgn — Sun, 17 Sep 2023 09:57:38 GMT

I got a small sum refunded, see here:

https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Web-Top-Up-not-recognising-a-valid-O2-PAYG-number/m-p/1617196/highlight/true#M50823

Reach out to O2 via Social Media at the link just below this post, @jimgironde - as you can see, it takes a couple of clear messages and a steady contact to get a result, but credit to your bill is almost immediate. Good luck!