You should contact them.
I applied for an iPhone 13 last week, 02 requested 275 upfront as a deposit along with 30 (the standard deposit). I entered my bank details incorrect accidentally twice leading to the application being cancelled by them? I contacted them directly and they said nothing could be done.
Following this my partner applied with his details happy to pay monthly on my behalf for the device. His application was processed he had £305 took from his account and was told he would be updated within 24HR. No update two days later...He contacted them and was informed it was with the referral team and that we could speak to them the following day until 6pm when referral line closes. After speaking amongst ourselves we decided to cancel the application the next day in order to buy XR handset upfront with guaranteed next day delivery as I desperately needed a new handset due to mine being broken and applied with o2 under the false promise of next day delivery on a new handset. 5 working days later 1 week in total they still haven’t refunded the £305 they took at the time of the application - the Barclays advised they’ve had these situations regarding o2 and that they are able to manually refund the payment. My
partner contacted them on the banks advice requesting the payment be refunded directly rather than leaving the payment pending until it automatically expires being held and for the fact I needed the funds to replace my handset given they failed to deliver or even communicate efficiently being overall misleading. The woman on the phone thought she had put my partner on hold and began laughing at him - he confronted her and she quickly began to apologise for being so rude. Regardless she insisted the refund can not be made and we instead have to wait and we could be waiting up to another 3-4 days. Disgusting how they can take cash out the bank quick enough but aren’t bothered about paying it back, likewise didn’t bother updating on progress of the application after 24HR as they stated they would. Bearing all this in mind If i were you i’d contact them and chase it up. Personally I’ll never use them again, I’ll be using another provider all together on my new handset after being on an 02 sim for years.
