Final Bill Refund

[excustomer1]

I just presumed when I left o2 they would take last bill and then cancel my DD. I had to cancel it myself and they owe me nearly£11. I got a email saying log into your account to Request Refund. But, after logging in I see all my info has gone and no messages about Refunds! So I then have to spend time ringing and getting CODES etc then I speak to guy who asks me lots of security questions..ok...but then he finally says 'give me the 13 digit SIM card number'...like anyone is going to have the old sim nearly a month after leaving the company!

He knows this of course it is part of the game to deny Refunds. It gets worse...I get a text telling me to log into account again re Refund...I do this and of course it is all the same sas previously no info no messages nothing..I ring up again and eventually speak to a lady called Amanda who tells me after a chatting 'don't worry you'll get a cheque in the mail,' Then today I get a text msg from o2 saying re Refund call this number. So I dial 0844 2020202 and get security codes etc eventually I speak to guy and tell him about my situation...he asks me security questions...tells me to hang on a minute while he checks things...then more questions...then eventually I ask if he is legit?!? I get a bit apprehensive it is taking a long time...he says of course he is o2 ...he sends me an email to prove it...I had my pc closed no time to check it..he says hang on a minute again.. I get worried and hang up!! Then I put the phone number into WHO CALLED ME? and it says undetermined looked up 120 times...worrying! I Google it and someone says 'SCAM! I got charged £50 because this number connected to o2 but outside of your call remit..' I phoned my new phone company and I get told I got charged £4.50 almost bc it is outside of o2 free calling. In SUMMARY o2 are ripping off customers who leave them by making sure they owe you money in the Final Bill and then making it very difficult for you to Request a Refund until they nab you with the scam rip off TEXT from their 0844 2020202 number and literally drag out a conversation keeping you on the phone for ages to claw money from you so they do NOT have to pay you a Refund and you may well end up owing them if they can keep you on their line long enough! RIP OFFS! I will be taking this case as far as I can for as long as it takes.

[pgn]

@excustomer1 - nothing like  a good rant.

Just a some points, for guidance, and future reference:

1. O2 clearly indicates that number is a premium-rate one: 

https://www.o2.co.uk/help/account/billing-and-usage/charges-on-your-bill

2. Always check a search engine first, or a site like saynoto0870.com, to see if there is a cheaper way to call any landline number in the UK:

3. The number you should have called, if not the freefone one in point 2 above,  is 0344 8090202. https://www.o2.co.uk/contactus is at the bottom of every single page on o2.com or the Community forum here and shows this number.

4. Your (new?) network/phone operator charged you to call a Premium Rate number, not O2.

5. All the ways to  request a refund here: https://www.o2.co.uk/help/account/billing-and-usage/refunds

6. Had you been paying by Direct Debit, the refund would have gone directly back to your bank about 30days after terminating the contract - O2's T&Cs stipulate a contract should be paid via Direct Debit (so issues like this are the exception rather than the rule. You could then have deleted the DD mandate with your bank yourself, or let it age out (after 6months or so, most banks will do this as standard for an idle mandate).

https://www.o2.co.uk/help/account/billing-and-usage/how-to-pay

7. Good luck with taking this case as far as it can be taken.

[Enlli]

Have to say I have had no problem regarding refunds with O2.

As mentioned, left a DD running and it was paid into my Bank Account.

So you are going to take this on for as long as it takes. The value is £11. How much is your time worth balanced against that?

[Bambino]

@excustomer1 You can also try calling the Payment Management Team on 0800 902 0217.