Very disappointing customer service

[Anonymous]

I am owed a refund from 02, not a significant or material amount but over 2 months O2 took unauthorised monies from my account after I cancelled my contract. I have tried twice to get my refund and the customer services team seem unable and unwilling to resolve a mistake O2 made (O2 does not dispute they owe me the money). Today I spent over 2 hours on web chat being passed to 4 different customer service teams and a further 57 minutes on a call to customer services and my refund remains outstanding - for reasons completely unknown or undisclosed. O2 has made it very clear with their action today how much they truly don't value their customers. They have behaved with poor business conduct. Out of principle I will continue with the complaints process and escalation to get my refund and out of warning to any customer thinking about joining O2 I would strongly recommend you find a more capable mobile provider with more respect for their customer.

[MI5]

I assume this is the complaints process you have followed? http://www.o2.co.uk/how-to-complain
Maybe an email to the CEO is in order?
It's the only way he will find out just how bad CS is these days.....