Dispute over payment taken twice

[Mellalor]

I am really struggling to prove to 02 that they have taken payment for an order twice. I have screen shots from my account of the payment going out - it's over £120 so I really need it back. I have been on the phone for hours trying to sort and they keep saying they can only see one payment. I want to send the screen shots by email to customer services but there are no email addresses, the chat is useless - does anyone know of any email addresses I can send all the evidence to?

[madasaf1sh · Accepted solution]

@Mellalor 

You need to contact o2 via Payment Management on 0800 902 0217 and speak to them, and they will give you an email address 

Also note that one of the payments maybe marked as pending, and if so then speak to your bank, and also you will need more than screenshots as proof, so again speak to your bank and get a statement