02 still taking years years after I cancelled my contract

[Waynescrabtree]

M

[Cleoriff]

@Waynescrabtree 

Is there anything we can help you with?

[MI5]

@Waynescrabtree 

How to get help here https://community.o2.co.uk/t5/Welcome-News/How-to-find-help-amp-contact-O2-A-Guide/m-p/1201413#M2924...

[jonsie]

Mnn...hope @Waynescrabtree comes back. Good username

[Waynescrabtree]

I have recently found out o2 were taking money from my account.  The guy o2 bongiwe on Friday 22nd June said it looked like I had been paying since 2007 !!! He spoke to his boss then said he could only see two years worth of payments and would refund me. How we got from 2007 to 2017 I don't know. Especially when I had s separate account  with them how did a new direct debit start ?  Any mobile contracts I finish with I always cancel them. I bet if I rang the number of o2 website that came up when I tried to post on hear it belongs to someone else after all this time.so to say I am disappointed is a understatement for a taking money of me for all this time if the date was correct quoted,  secondly for not refund me 2 weeks on even though he checked my bank account number. Not what I expected from o2 as my last mobile for a few years I was happy with o2 before I found out a out this. I will have to think very hard before considering go back to 02 again. Wayne crabtree

[MI5 · Accepted solution]

@Waynescrabtree 

As above, you need to pursue through customer services https://community.o2.co.uk/t5/Welcome-News/How-to-find-help-amp-contact-O2-A-Guide/m-p/1201413#M2924...

[Waynescrabtree]

I will try again hopefully they may do as they say this time.

Thank you

[MI5]

Guide to cancelling here which may be useful https://community.o2.co.uk/t5/How-to-Guides/Cancelling-your-contract-An-updated-guide/ba-p/1234852

[jonsie]

If they agreed to refund you unfortunately it can take anything up to a month for the money to hit your account. But....as it's been 2 weeks already, another phone call would probably make sure it hasn't been 'forgotten'. Ten years seems to be an extraordinary amount of time for you not to notice before now. O2 are unlikely to have kept account billing for more than the six years they are legally required to.

It may well be worth filling out an SAR form to get all the data they have on the account.

https://www.o2.co.uk/help/safety-and-security/how-to-get-a-copy-of-the-information-we-store-about-yo...

[jonsie]

Just to add that at this stage do nothing via live chat. Speak to customer service ensuring you take names of all the people you speak to.