topic Re: Nightmare getting up front payment for cancelled device refunded! in Discussions & Feedback

Nightmare getting up front payment for cancelled device refunded!

empressmittens — Thu, 09 Oct 2025 11:55:22 GMT

I am an existing o2 customer, decided to upgrade to iPhone Air. Husband decided he wanted one too, so took out 2nd line for him, paying £375.00 upfront as was requested. Two days after husband received phone, he changed his mind. I started returns process on 20/9/25, phone was collected by Royal Mail 22/9/25, delivered back to o2 on 23/9/25. In my past experience of returning a device it usually takes a week for the return to be processed and any upfront cost refunded.

As of today, 9/10/25, I'm still waiting for the refund. I've contacted o2 so many times...through social media, by ringing...and I'm getting nowhere fast - and still don't have my £375 back! Last contact was on 7/10/25 through o2 on Facebook Messenger, I was told the order was being closed and once the £375 was showing as a credit on my account I could ring and request it be refunded to me. I rang the same day and whoever I spoke to has made a real ****** mess of it....for some reason, there's a 'pending' refund of only £131.53 (?) showing in the refund requests. I told the person I spoke to that the amount was £375.00...all o2 on Facebook Messenger can do now is tell me to wait for that amount to be refunded, and then they will refund the rest...but of course I have zero faith in o2 now!

Has anyone else here had the same sort of problem recently?

Re: Nightmare getting up front payment for cancelled device refunded!

Oxonian — Fri, 10 Oct 2025 18:10:07 GMT

Returns and refunds arise regularly on this forum @empressmittens ; if you use the search function at the top of this page you will see what I mean :-

It might be time for you to lodge a complaint but as these inevitably take time, I am reluctant to recommend that as a course of action. 👍

Re: Nightmare getting up front payment for cancelled device refunded!

empressmittens — Thu, 23 Oct 2025 10:23:29 GMT

Thanks for replying @Oxonian ....the saga still drags on, still haven't received the full refund! Every time I contact the social media team on Facebook I just get told to wait. o2 have had the phone back for a month now, I think I've waited long enough!