topic Re: Cancelled contract but still being charged in Discussions & Feedback

Cancelled contract but still being charged

Angie49 — Fri, 05 Apr 2019 07:43:52 GMT

I cancelled a contract 2 years ago and they still taking money for past 2 years . I was told a £600 refund will be with me in 5 to 15 days so phoned again and now refusing to give me a refund . I cancelled 2 years ago on live chat and they say there is no evidence of this . Im furious £600
They offered me £10 as a sorry . Absolutley disgusted . Im not letting this drop

Re: Cancelled contract but still being charged

Cleoriff — Thu, 04 Apr 2019 18:32:20 GMT

@Angie49

You should make a complaint https://www.o2.co.uk/how-to-complain

Using Resolver is a good method to choose https://www.resolver.co.uk/

Re: Cancelled contract but still being charged

MI5 — Thu, 04 Apr 2019 18:39:37 GMT

@Angie49

We don't recommend live chat as a method for cancelling unless you follow it up in other ways.

Cancellation help here https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

Re: Cancelled contract but still being charged

EmilieT — Fri, 05 Apr 2019 07:47:17 GMT

Good morning @Angie49, and welcome to the forum! I'm very sorry to hear you've had some difficulties with this contract cancellation. If you'd like, I could get someone on my end to look into what's going on and what we could do to sort things out now.

I'll send you a Private Message shortly to ask for a few additional details first, please go into Messages in the top right of you page to read and reply to my message

Re: Cancelled contract but still being charged

Angie49 — Fri, 05 Apr 2019 08:40:22 GMT

Iv replied to your pm thankyou

Re: Cancelled contract but still being charged

Angie49 — Fri, 05 Apr 2019 08:41:28 GMT

Iv used the resolver thanks

Re: Cancelled contract but still being charged

Cleoriff — Fri, 05 Apr 2019 09:07:28 GMT

@Angie49 wrote:
Iv used the resolver thanks

Hold fire with Resolver @Angie49 . if @EmilieT (one of our community managers is looking into this for you) She will not be able to get involved if you have completed an official complaint.

Re: Cancelled contract but still being charged

EmilieT — Fri, 05 Apr 2019 09:05:35 GMT

@Angie49 I did not receive any reply yet, did you reply to the email notification of the message by any chance? If you reply to the email, it will not reach me unfortunately. You need to go into Messages on the Community and reply from there please

As @Cleoriff mentioned, if you've put an official complaint through it's likely I won't be able to find out much more, you will have to wait for the complaints team to come back to you instead. If you haven't lodged the complaint just yet, do send me your details privately so I can get someone to look into it though!

Re: Cancelled contract but still being charged

Angie49 — Fri, 05 Apr 2019 10:17:47 GMT

My full name is [Removed personal details] do I also give my mobile number on here

Re: Cancelled contract but still being charged

MI5 — Fri, 05 Apr 2019 10:16:31 GMT

@Angie49 wrote:
My full name is angela frost do i also give my mobile number on here

No, you should reply to the private message.

This forum is public so anyone could get hold of your details if posted openly.

Re: Cancelled contract but still being charged

Cleoriff — Fri, 05 Apr 2019 10:19:29 GMT

@Angie49 wrote:
My full name is angela frost do i also give my mobile number on here

No @Angie49 you don't. All that goes in a private message to @EmilieT

If you click on her name on my link it will take you to @EmilieT 's profile. On the right hand side is a line Send this user a Private Message. If you click on that it will open a box (for Emilie) and you can send her a Private Messag (PM)

Re: Cancelled contract but still being charged

Laurenc_123 — Fri, 03 Apr 2020 09:08:51 GMT

Hello,

I cancelled my contract last month however I'm still being charged a monthly airtime bill.

I've tried to get hold of a live chat with 02 or a customer contact email but they seem to have removed this from the website making it impossible to contact and resolve.

Please can you advise what Ineed to do as I'm getting extremley frstrated with this experience!

It's making ma not want to ever use 02 again.

Re: Cancelled contract but still being charged

gmarkj — Fri, 03 Apr 2020 09:21:05 GMT

How did you cancel and did you get any acknowledgement?
The only thing we can suggest is to call the customer service team as we cannot see customer accounts on here as we are also customers...

Re: Cancelled contract but still being charged

Cleoriff — Fri, 03 Apr 2020 09:22:45 GMT

@Laurenc_123

Did you cancel by text?

Re: Cancelled contract but still being charged

Laurenc_123 — Fri, 03 Apr 2020 09:26:15 GMT

No, I cancelled over a month a go via My 02 and the live chat.

Can you advise what I should do next? The airtime bill should not have been added to my account this month or future months as I was told that my account had been changed to pay as you go.

Re: Cancelled contract but still being charged

Cleoriff — Fri, 03 Apr 2020 09:28:59 GMT

@Laurenc_123 wrote:
No, I cancelled over a month a go via My 02 and the live chat.
Can you advise what I should do next? The airtime bill should not have been added to my account this month or future months as I was told that my account had been changed to pay as you go.

Live chat rings alarms bells @Laurenc_123 They aren't the best with anything really. It looks as if you have to ring Customer services on 202 and be prepared for a long wait...

Re: Cancelled contract but still being charged

MI5 — Fri, 03 Apr 2020 09:32:43 GMT

If you transferred to PAYG you would have received a new sim card that you should now be using.