Proof of disconnection

[Anonymous]

I recently discovered that I had not cancelled my Geek Squad insurance on an old phone, meaning they had been charging me monthly for two years for a phone I no longer used. I was obviously very annoyed by this, but customer services told me I might be able to get a refund if I got "proof of disconnection" from my network, i.e. the date the handset was disconnected from my number.

I contacted O2 asking for this - initially they said they don't give that information as standard and sent me "proof of purchase" and "proof of usage" instead. Sent these to Carphone who won't accept them, claim O2 reguarly provide "proof of disconnection" and it shouldn't be a problem to get it. I've now spoken to O2 on at least five occasions stating exactly what Carphone have asked for and spelling out that "proof of usage/purchase" is NOT acceptable. I am then assured I'll receive what I've requested - but they always send the same two documents mentioned above to my email, which are no good for my purposes! I've now given up trying to explain the situation to customer services because they clearly have no clue. 

Does anyone have any experience of this? Is it even possible to get this information? 

Thanks!

[MI5 · Accepted solution]

Are you calling or using live chat?
You would probably do better calling if you haven't http://www.o2.co.uk/contactus
Also, if you log in to your MyO2 it should show your old account as disconnected and give an end date.
http://www.o2.co.uk/myo2

[Bambino]

How did you manage to be unaware of the charges for two years?

[Anonymous]

Surely you would have noticed the money going out?

[Glory1]

Clearly the Op doesn't check his/her bank statements regularly. But not to notice for 2 years is unbelievable 🙃

[jonsie]

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@Glory1 wrote:
Clearly the Op doesn't check his/her bank statements regularly. But not to notice for 2 years is unbelievable 🙃

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I quite agree. Two years is incredible. Presumably the charges are to the mobile number and would follow onto any new contract. The only hope is to call them, they will have that information and surely someone could email the date the contract ended and presumably it would be the same date as the new contract ended. Surely if they have already sent details of usage it should be obvious to CPW that usage stopped when the contract finished. Seems to me that CPW are a little wary because it's taken 2 years for @Anonymous to notice but they should be able to work out by looking at the mobile number on their own systems.

I wish you good luck with this ☺

[Anonymous]

For your information I check my bank statements very regularly. But for some reason I was under the impression that the money going out was an additional charge in relation to my subsequent insurance policy. Luckily it was a very small amount per month. To be honest when I first found this out I didn't even intend to pursue it, just put it down as a learning experience due to my own error. But CPW advised unprompted that I was eligible for a refund, so obviously I was going to try to pursue that. 

I've tried contacting O2 both on the phone and live chat multiple times, but now matter in how much detail I explain the situation, result is the same : wrong documents. They don't seem capable of providing anything else. Have also explained to CPW that date usage ended must be date of disconnection but they won't accept this. And yes I agree they should be able to see this on their own systems - O2 customer service said the same thing. But apparently not. I really don't see that there's any other option to pursue that I haven't tried and I'm not sure I have the time/energy.