Iphone 7 plus deposit

[Anonymous]

OK so in October i made a deposit of £60 to upgrade the new iphone 7 plus as you were unable to place an order without the deposit....have today spoken to an 02 advisor who has told me this is non refundable and isnt taken off the price of the handset  so basically 02 have robbed £60 and unless i can prove i would receive this back its basically non refundable but as i upgraded through their app i am unable to prove this after the event and pretty certain i have now deleted the emails in error!!!!!!! Absolutly disappointed in 02 and tbh needs to be raised with the financial ombudsmen and maybe taken to watchdog as im pretty certain its advertised clearly as a deposit and not a downpayment........anybody else had this happen or can point me in the right direction? TIA xx

[Cleoriff]

If this was a deposit to secure the phone...then it is usually refundable after 3 months if you have paid every bill on time @Anonymous  http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=12562

Not sure if you are talking about a deposit or an upfront payment though?

[MI5]

Have you now got your phone?

[Anonymous]

well im 1000% it was a deposit but im unable to confirm this now as it was through the app 😞 xx

[Anonymous]

Yes i collected the phone 13th October x

[Cleoriff]

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@Anonymous wrote:

Yes i collected the phone 13th October x

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Then you will have to pay three bills on time and then you will be eligible for your refund @Anonymous

[MI5]

When you upgraded, was your old contract complete or did you upgrade early?

[Anonymous]

Ok the not so kind operator is telling me i have to prove it was a deposit and not a down payment is there anyway i can do this without the emails...? xx

[Anonymous]

Nope i was a month over mu upgrade so definantly complete in my contract and up-date with all payments! This is my 3rd upgrade with 02 and have never had this problem before 😞 xx

[MI5]

It's all rather strange... did you call cs or use live chat earlier today?