Cancelled contract but still being charged

[Angie49]

I cancelled a contract 2 years ago and they still taking money for past 2 years . I was told a £600 refund will be with me in 5 to 15 days so phoned again and now refusing to give me a refund . I cancelled 2 years ago on live chat and they say there is no evidence of this . Im furious £600
They offered me £10 as a sorry . Absolutley disgusted . Im not letting this drop

[Cleoriff]

@Angie49 

You should make a complaint https://www.o2.co.uk/how-to-complain

Using Resolver is a good method to choose https://www.resolver.co.uk/

[MI5]

@Angie49 

We don't recommend live chat as a method for cancelling unless you follow it up in other ways.

Cancellation help here https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

[EmilieT]

Good morning @Angie49, and welcome to the forum! I'm very sorry to hear you've had some difficulties with this contract cancellation. If you'd like, I could get someone on my end to look into what's going on and what we could do to sort things out now. 

I'll send you a Private Message shortly to ask for a few additional details first, please go into Messages in the top right of you page to read and reply to my message 

[Angie49]

Iv replied to your pm thankyou

[Angie49]

Iv used the resolver thanks

[Cleoriff]

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@Angie49 wrote:
Iv used the resolver thanks

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Hold fire with Resolver @Angie49 . if @EmilieT  (one of our community managers is looking into this for you) She will not be able to get involved if you have completed an official complaint.

[EmilieT]

@Angie49  I did not receive any reply yet, did you reply to the email notification of the message by any chance? If you reply to the email, it will not reach me unfortunately. You need to go into Messages on the Community and reply from there please

As @Cleoriff mentioned, if you've put an official complaint through it's likely I won't be able to find out much more, you will have to wait for the complaints team to come back to you instead. If you haven't lodged the complaint just yet, do send me your details privately so I can get someone to look into it though!

[Angie49]

My full name is [Removed personal details] do I also give my mobile number on here

[MI5]

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@Angie49 wrote:
My full name is angela frost do i also give my mobile number on here

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No, you should reply to the private message.

This forum is public so anyone could get hold of your details if posted openly.