02 Accessories Payment Scam?

[MaxMax]

Purchased AirPods from 02 on a pay monthly plan. Few weeks later called to 02 customer services to pay off the remaining balance of £199. Money was charged from my bank account ref 02 balances but it never reached my 02 AirPods account. After many phone calls and investigations and credit forms 02 say they can’t see me making any payments. Despite sending them bank statements and transaction reference number for said payment. (This is not DD so no GED number). Eventually one person at 02 said they saw my payment and promised a refund and even gave me a ref number. The refund never materialised and the next agent said we can’t see any payments being made despite proving the mentioned reference number. Is this an 02 scam? I don’t know why else to do they keep sending me in circles for since October it a complete nightmare and still saying I owe them money for the AirPods. Maybe I need to report this to my bank as fraud or the police? 

[Enlli]

As you have tried other routes I'll tag an accounts advisor here

@O2Sarah- Can you help?

Thanks

[MI5]

@MaxMax 

In the meantime, I would definitely report this to your bank for further investigation.

[O2Sarah-]

Thanks for the tag @Enlli 

@MaxMax I will send you a private message so we can check your account