topic Re: Trying to leave PAYG with refund in Pay As You Go

Trying to leave PAYG with refund

Anonymous — Fri, 09 Mar 2018 15:15:31 GMT

After trying out O2 for signal for a few months.. (it’s dire and so are the speeds) I’m going elsewhere..

I know some of you have had the email from Marjo about leaving PAYG, forfeiting your number but getting a refund... which is why I’m posting this here..

So I’ve rung 4445 and spoke to ‘capita’ who deal with PAYG on behalf of O2 and they know diddly squat about this situation and quote O2 terms and conditions which state that no refunds will be given. A manager was involved and also refused to refund any amounts.

They even had the cheek to mention that as the community is a forum, that Marjo wouldn’t be working for O2 and therefore couldn’t be speaking on behalf of O2!!!! Get a load of that!!!

So I’ve emailed Marjo for his input and we’ll see where we go from here!

Re: Trying to leave PAYG with refund

MI5 — Fri, 09 Mar 2018 15:18:47 GMT

For the benefit of others, this is the info given to Marjo from O2 themselves.

We shared some info earlier with you via PM related to PAYG refunds:

If a customer no longer wishes to stay with O2 and they have remaining credit left on their account, the credit can be refunded in the form of a cheque. The customer would need to call the pre pay team to request this.

Member Curmudgeon had a good question related to this (cheers!), so I'm sharing the answer we got with all you regular members so you have the same info.

Q: At what point does the customer have to call to request the refund?

A: The PAYG team confirmed that the refund can only be processed on an active account. As soon as the refund is processed the account is disconnected and the number can’t be ported out to a different network.

If the customer would like to leave O2 and keep the number they would need to use all their remaining credit before porting out.

When the customer calls to get a PAC Code they are advised that if they don’t use the remaining credit before the number transfer, it will be lost as O2 can't issue a refund on disconnected pre-pay account.

Re: Trying to leave PAYG with refund

Glory1 — Fri, 09 Mar 2018 15:21:02 GMT

@Anonymous just for the record @Marjo is a she. Good luck on getting a refund.

@Marjo was providing information given to her from O2 so what the manager told you was utter tripe. Yet again showing how customer services are clueless.

Re: Trying to leave PAYG with refund

Anonymous — Fri, 09 Mar 2018 15:34:11 GMT

Sincere apologies to Marjo for the missexing!!

It’ll be interesting to see where this goes. I didn’t know that 4445 customer service wasn’t filled by O2!

Re: Trying to leave PAYG with refund

MI5 — Fri, 09 Mar 2018 15:36:22 GMT

All of O2 customer service was outsourced to Capita about 4 or 5 years ago.

Re: Trying to leave PAYG with refund

Marjo — Fri, 09 Mar 2018 15:58:32 GMT

Hi @Anonymous! No worries, due to my foreign name I get this a lot. Sorry to hear about the confusion with your refund. The information provided earlier is from our O2 Gurus. I'll drop you a PM to discuss further so we can get it sorted for you.

Re: Trying to leave PAYG with refund

Anonymous — Sat, 17 Mar 2018 13:05:12 GMT

So, a week in and neither Marjo nor I have made any progress.

I’m not sure whether O2 should be claiming this refund service is available when quite clearly very few people at O2 & nobody at capita have any clue about it whatsoever.

Will keep updating as and when!

Re: Trying to leave PAYG with refund

Marjo — Mon, 19 Mar 2018 10:35:21 GMT

Morning @Anonymous, looking into this - will drop you a PM when I get an update!

Re: Trying to leave PAYG with refund

Anonymous — Mon, 19 Mar 2018 11:38:09 GMT

I’ve been onto them a few times trying to get somewhere but all of them are towing the O2 t&c line..

appreciate your efforts @Marjo

Re: Trying to leave PAYG with refund

Anonymous — Wed, 21 Mar 2018 15:34:27 GMT

So @Marjo has managed to get the social media team to give me a call and sort this, but the news is not good.

Refunds when leaving O2 PAYG are NOT given. You can port your number away but any credit remaining is lost. The social media team are at a loss as to where this information has come from.

They categorically state that O2 PAYG has never given refunds when leaving the network and there are no plans to in the future.

They did ask me if I wanted to switch to a sim only tariff, credit my PAYG balance to it and also a £30 goodwill gesture. (which was a great idea but I doubt if I’d use 6gig data in a year, let alone a month & the signal is not wonderful here)

John at the social media team was very friendly, very apologetic and very helpful!

(PAYG do give refunds if a voucher is credited to a wrong account but only if you ring up immediately after the voucher was credited)

Re: Trying to leave PAYG with refund

MI5 — Wed, 21 Mar 2018 15:42:47 GMT

To be fair, that is what the statement made by Marjo states.

A: The PAYG team confirmed that the refund can only be processed on an active account. As soon as the refund is processed the account is disconnected and the number can’t be ported out to a different network.

If the customer would like to leave O2 and keep the number they would need to use all their remaining credit before porting out.

Re: Trying to leave PAYG with refund

Anonymous — Wed, 21 Mar 2018 16:24:14 GMT

And the social media team are saying NO REFUNDS are given even on an active PAYG account which isn’t what was said.

from my last email..

We're aware of this and we've raised this internally. Please be aware that this refund was processed as a one off exception due to the issues that you've had and that refunds on Pay and Go aren't available.

Re: Trying to leave PAYG with refund

Cleoriff — Wed, 21 Mar 2018 18:21:25 GMT

I can't believe that you were misinformed in the first place @Marjo

I honestly didn't know that they gave refunds to payg customers, so was surprised and pleased to hear they did

Now that info is wrong.

All I knew when I moved from PAYG to Contract my remaining balance was credited to my new account.

Re: Trying to leave PAYG with refund

Marjo — Wed, 21 Mar 2018 18:24:26 GMT

Good to hear it got sorted for you @Anonymous. We'll double check the refund information we got earlier so we can clarify on that, apologies for the confusion so far!

Re: Trying to leave PAYG with refund

Cleoriff — Wed, 21 Mar 2018 18:27:41 GMT

@Marjowrote:
Good to hear it got sorted for you @Anonymous. We'll double check the refund information we got earlier so we can clarify on that, apologies for the confusion so far!

Well... certainly not your fault @Marjo I can only imagine you are 'kicking the cat' now.

(Metaphorically speaking of course ):smileywink:

Re: Trying to leave PAYG with refund

Anonymous — Wed, 21 Mar 2018 22:25:05 GMT

@Cleoriffwrote:
@Marjowrote:
Good to hear it got sorted for you @Anonymous. We'll double check the refund information we got earlier so we can clarify on that, apologies for the confusion so far!
Well... certainly not your fault @Marjo I can only imagine you are 'kicking the cat' now.
(Metaphorically speaking of course ):smileywink:

As @Cleoriff said.. no need for apologies @Marjo this thread was here so people could see the outcome in case people ask in for the future.

If I've, or this thread has caused any offence then I apologise!

Re: Trying to leave PAYG with refund

jonsie — Wed, 21 Mar 2018 22:50:13 GMT

Well we learned something new and now it appears we didn't learn anything new and what we knew in the first place was correct all along so nothing new there then

Re: Trying to leave PAYG with refund

Cleoriff — Wed, 21 Mar 2018 23:31:17 GMT

@AnonymousYou haven't caused offence at all. This was a good thread. We all learnt something from it.

@Marjoattempted to sort out your issue and obviously has received conflicting advice from the O2 teams she spoke to on your behalf.

I expect she is just as frustrated as you. We just went round in a circle and back to where we started

Re: Trying to leave PAYG with refund

jonsie — Thu, 22 Mar 2018 00:07:40 GMT

Yes @Anonymous, the only offence is that you worry that anyone would take offence 😉