O2 took money out my bank they where not supposed to and I could not afford

[Anonymous]

Hay guys I'm new here but been with O2 for years but I payed of my refresh contract a month ago and took out a new one and I payed it off early so a few weeks later I got a bill in for £217.75 and being that no way could I afford this as the money that was in my bank was for a bill and a planed shopping trip so I called up to find out that it was a mistake and they had billed me to end of my contract but was not supposed to so the lady kindly sorted it for me..... But what actually happens was I waited at a shop from 3 am On the morning of Black Friday to get a tv for my kid and I got one and went to the checkout only to have my card declined..... I was soooo embarrassed so I left without my bargain shop and proceded to go onto online banking to find that my account was empty as O2 had took all that was left after me phoning weeks Pryor to say this is not right and u canot take this or I'm in financial trouble so called them after it hapend to ding the girl never canceled it they refunded it but going to take 7 to 10 days so I wanted to complain but they said I can only do that by email so done so and nothing so called back up and guy was very helpful and offered me £10 but he understood why I declined his offer so he escalated it to manager call back and said I would get one within 4 hours but I have now been waiting over 30 hours so I am now seriously angry...... What can I do. Many thanks

[viridis]

I swear something like this happened before and dragged on for months of idiocracy from O2.
I can't remember full details but what the others have said I agree with, you WILL get your refund, what you seek on top of that is justified Imo as the deal is no longer available and you missed out ONLY due to o2's error. As said, it will come down to how it's worded. (not too aggressive)

[Cleoriff]

There was a similar case about 2 months ago. Complete travesty. To think you have actually spoken to someone who supposedly corrected this error and then you find out they did not. Absolutely sickening. Best of luck with this.

[viridis]

Rings a bell

[jonsie]

There is certainly no justification for basic errors such as this. Completely wrong but as ever O2 are quick to take money but slow to rectify their mistakes. Hope this gets sorted quickly for you. 

[Anonymous]

Yeh O2 have admitted it was thare mistake by not cancelling the payment but instead just waiting 2 weeks on it coming out and crediting my account with it after word and then the have put a reinbusment of the amount back into my bank which apparently is going to take anything from 5 to 7 days

[Anonymous]

They offerd me £10 goodwill and I have been nothing but polite with them and I politely rejected the offer

[jonsie]

I'm not sure how they think £10 would be adequate compensation....

[Anonymous]

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@Anonymous wrote:
They offerd me £10 goodwill and I have been nothing but polite with them and I politely rejected the offer

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Possibly that's the base starting figure to see if you would accept. 

It's your choice if to push a little harder. 

[jonsie]

If? Claim for bank charges such as overdraft fees,interest charges etc...Their mess, they should pay adequate compensation.

[gemz4the1]

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@Anonymous wrote:
They offerd me £10 goodwill and I have been nothing but polite with them and I politely rejected the offer

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Hello @Anonymous 

Was the offer of £10 made before or after your formal complaint?

Did you put forward an amount of conspensation that you feel is reasonable in your complaint? Or did you leave it open for them to make offers?