O2 deposit

[MercedesE320CDi]

Hi I've recently took out a contract with O2 and had to pay a deposit as I've been working abroad for a few years, (fair enough).

I was told that the deposit would be refunded back to my bank account after the 3rd payment was successfully made, (which it has).

On speaking to 2 different people at O2 I've received conflicting information, so I'm hoping I can get clarification on here prior to me ringing again.

The 1st agent, explained that a few days after the 3rd payment was received I could call back and arrange for the deposit £125 to be paid back onto the card within 5 to 10 working days, ( again all seems fair and acceptable).

On calling back as instructed to arrange the refund I'm now told I have to wait until the next bill is generated before I can request this.

Can anyone assist with this, the amount isn't a lot however the principal stands and it is my money not O2.

Regards

[gmarkj]

Previous experience has shown that after the 3rd bill has been paid (and your account shows a £0 balance) you can call and ask for the deposit to be returned.
Some have had this refunded directly, while others have it returned as a credit to their account (meaning no bills to pay for a number of months).
Examples below:
1 - https://community.o2.co.uk/t5/Pay-Monthly/Deposit/td-p/1123825
2 - https://community.o2.co.uk/t5/Pay-Monthly/how-do-i-get-my-deposit-back/td-p/186106
3 - https://community.o2.co.uk/t5/Discussions-and-Feedback/Deposit-Refund/td-p/1050155

[MI5]

If you take a bill credit it won’t appear on your account until the 4th bill is generated but transfer to you bank can be requested now.

[MercedesE320CDi]

Lol, just rang CS, explained that I'd like the deposit refunded to my bank account rather than a bill credit, to be told that I have to wait till the 4th successfull bill payment.

I just laughed and put the phone down. It really is a lottery

[Cleoriff]

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@MercedesE320CDi wrote:
Lol, just rang CS, explained that I'd like the deposit refunded to my bank account rather than a bill credit, to be told that I have to wait till the 4th successfull bill payment.

I just laughed and put the phone down. It really is a lottery

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Totally agree @MercedesE320CDi  If you have paid all your bills on time without exception... then the deposit should be returned after that... Moving the goal posts it seems

@Martin-O2@Marjo@EmilieT  are we aware of another change to O2 systems/ terms and conditions?

Normally it always has been after three months of successful on time payments a deposit will be refunded (which will hit your bank or credit after 3 months) It never has been a wait for 4 successful bill payments?

[MI5]

That's rubbish.
@Martin-O2 can you help at all?

[jonsie]

Four months now? Since when? My understanding has always been that after 3 on-time/in full payments a credit was applied to the account when the 4th bill was generated. At this point you could then request the credit be returned to your account.

[Martin-O2]

Thanks for jumping in on this on guys! 

@MercedesE320CDi I'm sure we can get this sorted out for you. I'll need a few details so that someone can take a look at your account. I'll send you a private message so we can discuss. 

[MercedesE320CDi]

Martin, PM replied to

regards

tom

[Martin-O2]

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@MercedesE320CDi wrote:

Martin, PM replied to

regards

tom

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Thanks! I've replied too.