Would o2 close my account if I file a bank chargeback? false claims by Customer Service

[xperfectdreamx]

My £10 Big bundle had expired, I downgraded it to a £5 big bundle, got my confirmation email, then topped up £10, got that confirmation email, it instead still gave me the £10 big bundle...sure, thats fine, I dont mind, I make calls and texts that day, the next day, I cant text or call, so I check my account, its gone down to the £5 big bundle and all my allowances are gone, left it a few days (Its not my main phone) to see if it corrected itself, no, so a week after the tariff switch/ top up I contacted customer service via twitter, told them the entire story and sent all transaction numbers etc, and even sent a link to a community post on here of someone with the same issue, with the answered suggestion the system gets confused if you do it too close together...

Customer services response "It is showing you topped up on the 17th but the transaction didn't go through, please make sure you have enough balance on your bank account before topping up" ... well, this payment is SETTLED, I had credit, I had a tariff, I got my £1 in my rewards account and I was texting and calling for a whole day before it was cut off....bit odd for a transaction that "didn't go through" right?, once again, they doubled down, stating exactly that "We did not take payment from your bank account"...again, this is a SETTLED transaction. 

After in a different contact with them, I sent them all the proof that the transaction DID go through, or I wouldn't have been able to use my tariff and get my rewards like I did, still claiming they didnt take payment. 

So my only resort I can think of here is charging back through my bank, as I now have written proof of them claiming they did not take payment, so that settled payment should be returned. My only concern here is will they close my o2 account and cause me to lose my number if I do this? 

On the one positive...it let me keep the £1 in my rewards account, so only a £9 loss I guess lol 

TLDR: o2 took (a now fully settled) payment, gave me my credit, gave me my bundle, gave me my rewards, then removed that bundle after a day and are now claiming they did not take payment from my bank to begin with, If I dispute the bank transaction, would my o2 account be at risk?

[MI5 · Accepted solution]

@xperfectdreamx 

I would expect you would just need to top up again.

The O2 payment system is so crap currently they have no idea who has or hasn't paid at all.

[xperfectdreamx]

I hope so, Ive had this sim for a long time so I dont want to lose access to whatever this number may be on. 

Ive been with O2 for 2 years and this is the first time Ive had a payment issue, just really thought them being given proof (sent by O2 themselves) of transaction numbers of payment confirmations, of top ups and of getting the tariff, would be enough for them to think "Hey, maybe something IS a bit wrong here..." and not just double down. Sure, its only £10, but Its just really bothered me to not be listened to and just brushed off. 

My banks submitted the claim and temporarily refunded me, stated O2 have until May 30th to dispute it, so we shall see I guess 

[MI5]

There are so many issues with direct debits not being taken, payments not being debited and new direct debits being set up but then trying to draw from the old (now cancelled) direct debits.

There is going to be a mighty uproar at some point when all the people with trashed credit scores get together and bring a lawsuit against O2.

Let's see them deny it then!

[xperfectdreamx]

This is a huge reason to why I stick to Big Bundles even if its not the most cost effective method, I like to have control over what's leaving my account when, authorising it each time, I don't trust any company to only take what they're supposed to, cancel when they're supposed to etc 

(Well, that and Im self employed so getting contracts is a nightmare, but maybe thats for the best)

[Enlli]

My wife has been with another company on a 30 day rolling contract for the last 4 years. No problems with payments and the ability to pause or close at any time