topic Bill refund in Pay Monthly

Bill refund

CA96 — Sat, 16 Aug 2025 08:44:53 GMT

Has anyone had issues with receiving a bill refund once their o2 contract has ended? They contacted me via text and email 3 times to let me know I’m owed a refund on my last bill, and I need to provide my bank details for them to issue it. They say to log in to provide these, but they’ve closed my account. Also won’t pass me to a live agent on their chat as it tells you it’s closing the chat and redirecting you to o2 app, which again, I no longer have access to… why do we need to jump through hoops to get a refund?

Re: Bill refund

Enlli — Sat, 16 Aug 2025 08:58:50 GMT

Chat can't handle payments

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

You can message them on Social Media Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG)

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Re: Bill refund

MI5 — Sat, 16 Aug 2025 10:16:20 GMT

@CA96

Have you received an email from them too?

If so, right at the bottom, there is a link to use onine to provide your details.

Final bill refund

What is a final bill refund and how does it work?

Once your account has been disconnected, a final bill will be generated within 14 working days. Sometimes this will leave your account in credit, which will appear as a minus balance on your invoice. Your airtime account balance needs to be showing in credit before we can give you a refund.

You can check your final bill in My O2 online, but not in the My O2 app, as it will stop working once you’re disconnected.

If your final bill is in credit, we’ll refund you automatically within the next 30 days to the account or card you usually pay your bill from. We'll send you a cheque if we don’t have your account or card details.

If you’re on a Pay Monthly plan, make sure you don’t cancel your Direct Debit until after your final bill has been paid. We’ll take the money from your account as normal. If you’ve cancelled your Direct Debit already, you’ll need to call us to pay your final bill.

https://www.o2.co.uk/help/account/billing-and-usage/refunds