iPhone 6s preorder money error

[Anonymous]

So Saturday morning I went to preorder the new iPhone 6s for my partner (I ordered my own 5 minutes earlier with no problems), the website was slow and it kept saying card details incorrect. I tried it a couple of times and then it came up declined. It didn't go through so I had no confirmation emails etc, but then looking at my bank 20 mins later, two payments of £39.99 have been taken out of my bank account. I have had two live chats with advisors, been tweeting O2 and two phone calls with a 15 minute wait to connect and BOTH times the advisor has cut me off.
I am SO annoyed right now. It's been 5 days O2 have held my money and no sign of getting it back. I have moved from EE to O2 for this phone and already I am completely DISGUSTED with the service I have received.
O2 have made this error and are doing nothing to rectify it. One of the advisors told me it would take 14 working days to receive a refund. This is laughable!!! My partner also received this error when he tried himself and has had £39.99 taken from his account too. When the website wouldn't work he just went straight to apple and bought it outright.
Did anyone else have this problem?

[jonsie]

If the money has been debited o2 will quote you 10 working days. Agreed if the money has been put on reserve the authorisation will drop off your account in 3-5 working days. Unfortunately o2 tend to actually take the money from your account. In this day and age 10 working days to refund is totally unacceptable. 

[Cleoriff]

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@jonsie wrote:

In this day and age 10 working days to refund is totally unacceptable. 

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Particularly when you know it CAN be done as an immediate refund I believe? I am sure this is part of some direct debit mandate if taken in error. I am positive I have read this before @jonsie?

[jonsie]

That refers to the direct debit guarantee which should be sorted by the bank. Anyone this happens to should contact their bank to get it sorted. They can and they will in an acceptable time frame.