topic Re: Urgent Query in Discussions & Feedback

Urgent Query

Anonymous — Thu, 01 Oct 2015 05:51:42 GMT

HI,

I recently made the mistake of not topping up my card on time with sufficient money to pay for my monthly phone bill with O2. This meant that money was taken off my refund for the last two months. How do I stop this and do I ever get my refund back (with what money is left from it)? Thanks.

Re: Urgent Query

Cleoriff — Thu, 01 Oct 2015 06:41:38 GMT

Hi @Anonymous The best way to pay your phone bill if on contract is to set up a direct debit. If on Payg then you can set up auto payments via MyO2 http://www.o2.co.uk/myo2

There are numerous ways to pay. Please have a look at these guidelines

http://community.o2.co.uk/t5/Discussions-Feedback/Ways-to-pay-guidelines/m-p/874982

If you feel you are owed any refund at all ....then only customer services can sort this for you http://www.o2.co.uk/contactus

Re: Urgent Query

jonsie — Thu, 01 Oct 2015 07:07:45 GMT

If you have credit on your account then your bill will be taken from that. Far better that than the phone being cut off, a reconnection fee and a default notice on your credit file.

If you want the credit back use the form here...

https://www.o2.co.uk/apps/help/help?qid=1&q1=34

Re: Urgent Query

Anonymous — Thu, 01 Oct 2015 09:46:13 GMT

Hi @HelpPlease8. Try the advice above and let us know how you get on

Re: Urgent Query

gindygoo — Thu, 01 Oct 2015 12:42:32 GMT

Hmmm, so the DD was returned unpaid and O2 used part of your deposit to cover the bill?

I might be wrong but I'm sure the return of the deposit after 3 months depends on all bills being paid on time?

Maybe @MI5 or @viridis @Cleoriff could verify if that's the case? And that if so, does the one late payment mean O2 hang onto your deposit in case of further late payments?

Re: Urgent Query

viridis — Thu, 01 Oct 2015 12:50:39 GMT

Sorry, unless the op clarifies what "refund" the payment came from then there's not much I can add.
If it's a deposit dependant on bills being paid on time, O2 won't be rushing to return it as 2 payments have been late..
The only advice I can give us to call CS as this seem to be a personal and complicated issue.

Re: Urgent Query

MI5 — Thu, 01 Oct 2015 12:52:04 GMT

Yes, the rule is that payments must be made on time and that the deposit will be used to make the payments if no other payment is offered.
That's the point of been asked to pay the deposit.
If you go a further 3 clean months from now you can request the remainder of your deposit to be returned to you.

Re: Urgent Query

Cleoriff — Thu, 01 Oct 2015 12:57:30 GMT

Same here. A world of difference in meaning between refund and deposit. I never viewed the question from a deposit perspective (and if honest wasn't sure what 'refund' they meant either ) The key part was the missing of two payments.....

Re: Urgent Query

gindygoo — Thu, 01 Oct 2015 13:04:49 GMT

Yes, that's just how I'd interpreted it. But that's a valid point about refund and deposit being two completely different things.

Thanks for the clarification on the deposit rule though.

Charlie.

Re: Urgent Query

MI5 — Thu, 01 Oct 2015 13:10:01 GMT

I figured they wanted their deposit refunding

Re: Urgent Query

viridis — Thu, 01 Oct 2015 13:19:52 GMT

Yours did seem logical to me,

Re: Urgent Query

Cleoriff — Thu, 01 Oct 2015 13:37:39 GMT

@MI5 wrote:
I figured they wanted their deposit refunding

Which they wont get whilst they continue to miss payments..:smileytongue:

Re: Urgent Query

Peanut — Thu, 01 Oct 2015 14:34:04 GMT

That's if you take out a contract and there's a deposit to pay before you get the phone. If you don't pay your bills on time and in full within the first 3 months, you don't get it back. Usually because o2 don't know you and they're taking you on trust with a high-end phone. This doesn't seem to be the case here. The op was talking about not topping up on time. Stumped on this one!

Re: Urgent Query

Cleoriff — Thu, 01 Oct 2015 14:38:42 GMT

Which is why I gave them every possible way to pay and top up in my first post @Peanut

Covered all bases ...as it were

Re: Urgent Query

gindygoo — Thu, 01 Oct 2015 14:56:11 GMT

Ah, I read it as they'd not topped up a prepayment credit/debit card, which are really popular these days and don't always register with companies as such. Think money being one big internet banking firm that do them.

But, I'm going way off topic so.....

Re: Urgent Query

MI5 — Thu, 01 Oct 2015 16:46:45 GMT

It's a pre pay card isn't it ?

"I recently made the mistake of not topping up my card on time with sufficient money to pay for my monthly phone bill with O2."

Re: Urgent Query

Cleoriff — Thu, 01 Oct 2015 17:33:55 GMT

Oh well...what appeared to be an 'Urgent Query' at 06.51am this morning has received lots of good advice and support.....I do hope the OP finds time to come back and read it all

Re: Urgent Query

MI5 — Thu, 01 Oct 2015 17:53:58 GMT

Urgency is personal

Re: Urgent Query

Cleoriff — Thu, 01 Oct 2015 18:07:54 GMT

@MI5 wrote:
Urgency is personal

Don't forget you are telling this to a nurse

Re: Urgent Query

MI5 — Thu, 01 Oct 2015 18:13:22 GMT

Indeed, so therefore, you're urgency is more urgent than mine