topic Re: Still no final bill or refund in Discussions & Feedback

Still no final bill or refund

Dave75 — Sun, 27 Aug 2023 21:49:52 GMT

I was told I would receive a final bill within 14 days of cancelling my account and porting to another provider. It is now 28 days later and still nothing.
I have no access to my O2 account since cancelling and therefore cannot see any bills either in the app or on O2 website.
I was told any refund due would be paid as part of final bill automatically. This has not happened.
I have wasted time with O2 customer services. I have waited. Still nothing.
I have become so frustrated I have raised a complaint through the O2 process. I received a reply confirming a 7 day response. It is now 9 days later…..

what more can I do?

I just want a final bill and my refund.

Re: Still no final bill or refund

jonsie — Sun, 27 Aug 2023 22:02:35 GMT

This looks like something you’d need to call O2’s customer service team about – give them a call on 202 or 0344 809 0202

Use the specific Payment management number 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Re: Still no final bill or refund

Dave75 — Sun, 27 Aug 2023 22:08:13 GMT

I have done that already but got nowhere, hence having to escalate it to a complaint.
I was told that I would receive a final bill, and to wait for this but still nothing.

I feel sorry for customer services staff having to work in such frustrating conditions.

Re: Still no final bill or refund

jonsie — Sun, 27 Aug 2023 22:15:20 GMT

Then you need to await a response from your complaint

We are all customers on the community without any O2 support so sadly we can't help with account related issues

Customer service has declined year by year and the less I need to contact them the better. You almost have to be multilingual to to get any sense out of them at times

At least the complaint review people tend to be based in the UK and hopefully you get this sorted soon

Good luck

Re: Still no final bill or refund

Bambino — Mon, 28 Aug 2023 03:51:21 GMT

@Dave75 If you haven't done so already, try Resolver. Members of the community have had success with them:

O2 - Your Service | Resolver UK

Re: Still no final bill or refund

Dave75 — Mon, 04 Sep 2023 09:42:49 GMT

FYI I tried this and it auto transferred my call to O2 pay as you go top up service!!

I tried the number again and same thing.

Re: Still no final bill or refund

Dave75 — Mon, 04 Sep 2023 09:52:19 GMT

So after 14 working days of waiting for a response to my complaint - still nothing. What a waste of time the complaints email is.

I have now called customer services yet again. After explaining and then 20mins on hold I was transferred to someone that has sorted this finally (hopefully). They took less than 2 mins to process my refund.
O2 have really disappointed me. I have spent so long calling customer services, on hold, email complaint etc All for something that should happen automatically like it says on O2 website. The final bill/ refund process is broken.

Re: Still no final bill or refund

Jeno — Mon, 13 Nov 2023 19:31:56 GMT

Seems like not sending a final bill is pretty common with them. I'm over the time frame too with nothing. Over 2 hours on the phone so far and got absolutely nowhere. I have a complaint in also but only been 2 working days for mine so far but you've not made me very hopeful.

Re: Still no final bill or refund

Oxonian — Tue, 14 Nov 2023 20:25:40 GMT

@Dave75

@Jeno

I fully understand and sympathise with your frustrations. O2's customer services is mediocre, but the issue is that it is no better with the other mobile network operators in the UK.

Two of the virtual operators on the O2 network - Sky and Tesco - seem to have better reputations for customer service.

Re: Still no final bill or refund

Dave75 — Tue, 14 Nov 2023 21:58:50 GMT

Just as a final follow up I received my refund 7 days after it was ‘finally’ processed.
I had a response email from my complaint a week after getting my refund ie 28 days after complaint was logged and O2 gave a 7 day response stated!

Really hope someone in authority with power to make changes does so. Not a good customer experience.

I remain optimistic that other providers must have better support processes (don’t see how they could be worse), and indeed that O2 can definitely return to former glory relatively easily) but actually hope I never need to put them to the test.

Thanks for everyone's input. Just being able to vent really helps - I do appreciate this forum for that.

Re: Still no final bill or refund

Dave75 — Tue, 14 Nov 2023 22:02:17 GMT

I’m with Tesco now so fingers crossed the good service level I received when I joined them continues. And that I never need to call on support at all of course.

Re: Still no final bill or refund

Oxonian — Wed, 15 Nov 2023 19:26:46 GMT

@Dave75

Good luck with Tesco Mobile, they do have a good reputation for Customer Service although I have not tested that personally.