No refund for returned item.

[Anonymous]

When I ordered my phone I was offered an accessory pack to go with it. I thought, at the itme, it would be a good idea as it had a case, screen protector and in-car charger.

When the phone and accessory pack arrived the case was too small, the screen protector too big and the charger had the wrong connector on the end.

As this kit was useless to me I called and got a returns envelope. I posted the pack back on 31st May and was told it would be credited to my next bill.

Now, two bills later, and I have no refund. O2 say they haven't returned it and it is lost in the post but still I have to pay.

[MI5]

Did you get proof of postage?
If so you can make a claim with the post office.
If you just sent it with no proof or traceability it's one word against another's.
Keep trying with customer service to see if it's turned up anywhere.

[Cleoriff]

Yes it's probably be waiting to be scanned back in....somewhere. Far too long to wait though.

You could always make a complaint here @Anonymous http://www.o2.co.uk/how-to-complain

Edit: Spelling

[Anonymous]

I assumed from the label that O2 would be able to track it, and as they didn't say proof of postage was required I didn't get it - yes I know, hindsight is a wonderful thing!

[MI5]

What is the value of the kit?

[Anonymous]

Sorry for the late reply, the kit was £19.99

[MI5 · Accepted solution]

It's worth reporting it lost to the post office as first class gives cover upto £40.
They will take upto 28 days to investigate it but might be the only way to get refunded?

[Anonymous]

Two weeks ago they told me they were going to refund me and I asked for the refund to be paid into my bank account.

Yesterday I contacted customer services again because the refund hadn't appeared and they said it was going to be credited to my account because of an ongoing problem with refunds to the bank account.

If I hadn't got in touch with customer services about this I wouldn't have known.

[jonsie]

Yes there is a distinct lack of communication and keeping customers informed. Hope all goes well now.