topic Re: Incorrect arrears notifications and inability to get a refund due to an o2 error. in Discussions & Feedback

Incorrect arrears notifications and inability to get a refund due to an o2 error.

sparkles83 — Sat, 16 Mar 2024 15:32:16 GMT

Hi,

I paid £1050.00 towards my device plan on 18.02.2024. All my bills are taken and paid on time each month, so there are no concerns. I then received emails/texts/notifications to say that I was in arrears by £1050.00, which I had paid towards my device plan on the 18th of Feb. I made many calls and chats with advisors through the app, but nobody could help. All they could say was that they received that payment on the 18th and could only apologise. I still received the arrears notifications and had restrictions placed on my account. After so much stress, I was more or less forced into paying another £1050.00 to stop receiving incorrect arrears notifications. Now my account says in credit by £1050.00 (which I had paid twice), and now I can’t get my money back. Shocking service from o2. Now I am down by £1050.00 due to their error.

Re: Incorrect arrears notifications and inability to get a refund due to an o2 error.

MI5 — Sat, 16 Mar 2024 15:49:35 GMT

Sounds par for the course these days.

Re: Incorrect arrears notifications and inability to get a refund due to an o2 error.

Oxonian — Sat, 16 Mar 2024 21:29:06 GMT

@sparkles83

You have obviously been in contact with O2 about this, so you might want to consider using O2's complaints procedure. However, it is currently taking O2 some eight weeks to investigate and respond to complaints, so you really want to regard a complaint as a last resort.

You could give Customer Service another try, or you could give the social media team a try. You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

A complete schedule of how to contact O2 is in :-

If you do decide to complain :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Re: Incorrect arrears notifications and inability to get a refund due to an o2 error.

sparkles83 — Sat, 16 Mar 2024 21:58:15 GMT

Thank you very much 😊

Re: Incorrect arrears notifications and inability to get a refund due to an o2 error.

madasaf1sh — Sat, 16 Mar 2024 22:03:00 GMT

@sparkles83

Just speak to your bank and do a charge back, explain that you have paid twice to o2, and they are been pains in doing the refund, make sure you have proof though.. and it will be a lot quicker....

Re: Incorrect arrears notifications and inability to get a refund due to an o2 error.

Oxonian — Sun, 17 Mar 2024 13:08:06 GMT

@sparkles83 wrote:
Thank you very much 😊

You are welcome @sparkles83 ! 👍