Urgent Query

[Anonymous]

HI,

I recently made the mistake of not topping up my card on time with sufficient money to pay for my monthly phone bill with O2. This meant that money was taken off my refund for the last two months. How do I stop this and do I ever get my refund back (with what money is left from it)? Thanks.

[Cleoriff]

Hi @Anonymous The best way to pay your phone bill if on contract is to set up a direct debit. If on Payg then you can set up auto payments via MyO2 http://www.o2.co.uk/myo2

There are numerous ways to pay. Please have a look at these guidelines

http://community.o2.co.uk/t5/Discussions-Feedback/Ways-to-pay-guidelines/m-p/874982

If you feel you are owed any refund at all ....then only customer services can sort this for you http://www.o2.co.uk/contactus

[jonsie]

If you have credit on your account then your bill will be taken from that. Far better that than the phone being cut off, a reconnection fee and a default notice on your credit file.

If you want the credit back use the form here...

https://www.o2.co.uk/apps/help/help?qid=1&q1=34

[Anonymous]

Hi @HelpPlease8. Try the advice above and let us know how you get on

[gindygoo]

Hmmm, so the DD was returned unpaid and O2 used part of your deposit to cover the bill?

I might be wrong but I'm sure the return of the deposit after 3 months depends on all bills being paid on time?

Maybe @MI5 or @viridis @Cleoriff could verify if that's the case? And that if so, does the one late payment mean O2 hang onto your deposit in case of further late payments?

[viridis]

Sorry, unless the op clarifies what "refund" the payment came from then there's not much I can add.
If it's a deposit dependant on bills being paid on time, O2 won't be rushing to return it as 2 payments have been late..
The only advice I can give us to call CS as this seem to be a personal and complicated issue.

[MI5]

Yes, the rule is that payments must be made on time and that the deposit will be used to make the payments if no other payment is offered.
That's the point of been asked to pay the deposit.
If you go a further 3 clean months from now you can request the remainder of your deposit to be returned to you.

[Cleoriff]

Same here. A world of difference in meaning between refund and deposit. I never viewed the question from a deposit perspective  (and if honest wasn't sure what 'refund' they meant either ) The key part was the missing of two payments.....

[gindygoo]

Yes, that's just how I'd interpreted it. But that's a valid point about refund and deposit being two completely different things.

Thanks for the clarification on the deposit rule though.

Charlie.

[MI5]

I figured they wanted their deposit refunding