HELP!!! Complaint!

[Ruth_Help45]

Get excited. Your order's on its way. (KMMxxxxxxxxxxxxxxxxL0KM)

How can I get excited, when I never even saw the items... but you took my money!

It seems nearly impossible to contact anyone from O2 regarding a purchase I have been charged for online.

I purchased 2 items online (screen protector and Tech 21 case.) . Was sent a message saying they were out-of-stock, but still got charged £43.98 on **Personal info**.  Then got told they were in stock several days later, having purchased other items elsewhere.  Went to collect the items, from the 02 shop, only to discover only 1 item was in the package... which the store manager opened for me, as I was going to return them straight away, as I already had other items.  He and myself spent nearly 1 hour explaining the person from on-line shopping, the situation and arranging a refund.  The person on the phone kept asking me about my 02 account, which had totally nothing to do with my purchase.  It was very complicated for her to understand.  So much so, the store manager hung up the phone and we got another person and explained all over again the situation...  Great!  I was to get a refund, but as it was last Friday **Personal info**, I would have to wait for my refund.  It is now, 24th October and I am still waiting for my refund.  I cant get hold of anyone, the phones are all busy, the on-line chat line is un-available... this is my only way of contacting someone, other than going into my local branch tomorrow to try and get help.  This does not inspire me at all... to ever purchase anything from 02 online again.  I want my money back for the 2 items I purchased, but never even touched for £43.98. Please somone speak to me!!!\

[mod edit: please do not post personal information on the public board. Thanks!]

[Bambino]

@Ruth_Help45 This is a customer community. If you want to lodge a formal complaint, see this link: https://www.o2.co.uk/how-to-complain Many use the Resolver link within that link with positive results.

[MI5]

@Marjo @EmilieT @Martin-O2 can you help here?

[EmilieT]

Hi @Ruth_Help45, and sorry to hear about your recent experience! I'd gladly get someone on my end to look into this one for you, I'll just need a few more details first so will send you a Private Message shortly

Thanks for the mention @MI5!