Help! No recieved refund for 4 weeks, complaints dept not actioning their suggestions to resolve it

[Anonymous]

Hi,

Well I'm currently waiting for a refund of £336 from a cancelled order from 11th October and I'm at a bit of a loss what to do next since O2 have hundreds of pounds of my money and not having much luck with their complaints department.

Originally I was told 5-10 days for the refund!

I also made a complaint about the click and collect service and a lady from the O2 Complaint Review Service who offered some compensation.  This was on the 14th October and I not received that in any form.

So I contacted the lady on the 28th October and advised the compensation had not been paid nor had I still received the refund.  She then offered me a futher increased compensation and advised if I gave her my bank details she could transfer this in my account.  This was on the 31st October and still no refund or compensation in my account.  I contacted her again on the 4th November via email but I've had no response.  I have also raised another complaint for not receiving the refund about 5 days ago but no response (apart from the automated email) from that.

can anyone offer any advise what I can do next please because I'm starting to think about small claims court.  I don't know which ombudsman would be able to help.

Thanks in advance!

Simon.

[MI5 · Accepted solution]

The link to the Ombudsman is on the complaints link http://www.o2.co.uk/how-to-complain
If you reach stalemate with O2 you should go there next.

[jonsie]

Google CEO 2 and drop them an email with a contact number . 

[Anonymous]

Thank for you suggestions.  Quite coincidentally (or not) I've just recieved a response from the Complaint review service which hopefully should resolve the issue

[MI5]

Good luck

[jonsie]

Fingers crossed they sort it for you

[Anonymous]

I have the same issue, however 13 mins and still waiting for customer services, so ill just ring my bank and pull back the money I am owed through the direct debit gauarentee.

Its my money and i want it back!!!!

[MI5]

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@Anonymous wrote:

I have the same issue, however 13 mins and still waiting for customer services, so ill just ring my bank and pull back the money I am owed through the direct debit gauarentee.

Its my money and i want it back!!!!

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Follow the suggestions already given in the thread. 

[jonsie]

Did you pay by direct debit? Do they owe you a deposit or an overpayment . 

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@Anonymous wrote:

I have the same issue, however 13 mins and still waiting for customer services, so ill just ring my bank and pull back the money I am owed through the direct debit gauarentee.

Its my money and i want it back!!!!

---