Upfront Cost Refund
on 02-02-2016 11:12
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on 02-02-2016 11:12
Need some help here.
My son took out a new contract as he has been using a contract under my name until this one has run out. I was assured by O2 that if he took out a new contract they would then merge the contracts and he could continue to use the number he has been using for years.
Long story short O2 made a mistake in doing that and he was advised to return the phone to O2. They refunded the initial month of contract but haven't returned his initial upfront phone cost. They are being very difficult in doing so too.
Has anyone else experienced something like this? He took the phone out in December and still doesn't have the refund, it's over £100!!
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on 02-02-2016 11:19
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on 02-02-2016 11:19
the contracts won't be merged, the old one would end & the new one would start.
Use the complaints route
http://www.o2.co.uk/how-to-complain
Or google the CEO email address
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on 02-02-2016 11:18
O2 are renowned for being slow in refunding money. You can only keep on at customer service, call rather than use live chat. There is also an email address in the complaint link.
on 02-02-2016 11:19
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on 02-02-2016 11:19
the contracts won't be merged, the old one would end & the new one would start.
Use the complaints route
http://www.o2.co.uk/how-to-complain
Or google the CEO email address
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02-02-2016 11:23 - edited 02-02-2016 11:23
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02-02-2016 11:23 - edited 02-02-2016 11:23
Never heard of anyone merging contracts in this manner. It seems u were misinformed. Don't use live chat to resolve the refund, call cs on 202.
Sorry to hear your woes though, fingers crossed it get sorted out asap. Do let us know how this pans out.
on 02-02-2016 11:26
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on 02-02-2016 11:26
He's called so often it has become a joke.
The latest call they denied recieving the phone and said they couldn't determine the actual upfront cost. It's been really terrible.
The next route is the complaints email but it shouldn't have gone this far. He has no phone, no contract with O2 now yet they have £109 which they won't give back - how can a business run like that?!?
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on 02-02-2016 11:29
They like to take your money easily but are known for being rather difficult in giving the money back
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on 02-02-2016 11:30
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on 02-02-2016 11:30
A complaint seems your only option then at this stage. This isO2 now, actually trying to get get someone to take ownership of an issue and following it through to resolution is very difficult, not to say stressful and time consuming. Good luck.
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on 02-02-2016 11:44
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on 02-02-2016 11:44
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 02-02-2016 11:50
In our experience so far the variation in CS agents has been unbelievable. Some are genuinely very apologetic and have tried to help. Others have totally lied just to get him off the phone.
They never offered to provide him with a replacement sim or phone or even offer a new contract - very odd behaviour to just close the account and take the phone back. Isn't exactly encouraging to then go and take out a brand new contract with O2.
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on 02-02-2016 11:57
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on 02-02-2016 11:57
Certainly some more feedback here for @Toby too...
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.