topic Re: Charged for a phone that I didn’t purchase in Discussions & Feedback

Charged for a phone that I didn’t purchase

Kris10 — Fri, 10 Jan 2025 01:32:23 GMT

Hi,

I recently moved to EE from O2.

Originally I had agreed ti stay with O2. However, I was given a better offer by EE. As such, I informed O2 of my intent to switch, I refused delivery of my new phone, which was returned to sender and used a PAC code to port my number to my new provider.

Now, a month later, O2 have taken £900+ out of my account, leaving me £500 into an overdraft that I don’t have.

I can’t call them until the morning, but when can I realistically expect this to be refunded?

Thanks

Re: Charged for a phone that I didn’t purchase

Bambino — Fri, 10 Jan 2025 03:12:13 GMT

@Kris10

This is not O2. This is a customer community.

Best thing for you to do is speak to the Payment Management Team on 0800 902 0217

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

How to find help & contact O2: A Guide - O2 Community

Re: Charged for a phone that I didn’t purchase

Enlli — Fri, 10 Jan 2025 08:20:36 GMT

This is not an unusual scenario with O2

Provided the phone was returned within 14 days of signing up you should not have been charged.

Use the number given

Good luck

Re: Charged for a phone that I didn’t purchase

jonsie — Fri, 10 Jan 2025 10:11:26 GMT

This is a recurring theme with O2

Trying to get customer service to actually deal with it is going to be the problem

I wouldn't expect an immediate solution and I can guarantee you are going to be left stressed and worried

My sympathies...

Re: Charged for a phone that I didn’t purchase

madasaf1sh — Fri, 10 Jan 2025 13:34:35 GMT

@Kris10

Lesson learnt for the future, never refuse delivery of an item linked to a contract, as it will never be returned quickly and o2 wont know about it until it arrives back with them.. and if from DHL or DPD it takes weeks to back, always take delivery and then return it the next day to o2 via the method they provide which is tracked and insured...

You might have a struggle on your hands, but good luck as think you are going to need it...

Re: Charged for a phone that I didn’t purchase

jonsie — Fri, 10 Jan 2025 14:04:45 GMT

I would never refuse delivery. I just don't see how O2 find this an acceptable way of cancelling or changing your mind

Whose to know if that item would ever be returned

Or maybe I'm just too cynical....

Re: Charged for a phone that I didn’t purchase

Oxonian — Sat, 11 Jan 2025 19:05:26 GMT

I would regard making a complaint @Kris10 as a very last resort as it is currently taking O2 up to eight weeks to investigate and respond to complaints. However, it might transpire that this is your only way forward :-

How to Complain | Help | O2

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

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

If you do complain, all other O2 teams are likely to either be unable or unwilling to help you. Hence, it really is a last resort. 👍