£10 taken from bank but O2 didn’t put it on my account

[Redalfa147]

I set up a rolling plan lat October. O2 take £10 from my bank on 22nd each month. Got a text 18 Jan at 08:00 saying they would take £10 on 22 Jan which they did (it’s on my bank start). But on Wednesday 23 I didn’t have a rolling plan. I had to add my own credit to get data and make calls. I’ve rung customer services numerous times who tell me according to their system there wasn’t £10 taken on 22 Jan so they can’t help.

How can I get my £10 back?

[pgn · Accepted solution]

There is an ongoing issue currently with Rolling Plan funds collection from people's card,  @Redalfa147 - O2 is aware of the issue and are currently working to fix it. Keep a watch here for a resolution. If you wish to contact O2 directly, the Social Media route is probably best, the ways are in the link just below.

[Redalfa147]

Thanks, @pgn. Frustrating. I don’t want them to ‘fix’ this by restarting a rolling plan. I don’t trust them to automatically take money from my bank anymore. I just want my £10 back.  Waits…

[pgn]

Refunds can be requested through the Social Media team where applicable, @Redalfa147 - Twitter, Facebook and Instagram for O2 all in the link below. You need to persist, can take a couple of days for an answer, but it is trackable that way. Missed calls to 4445 tend not to count for anything and serve only to frustrate. Good luck.

[Oxonian]

@Redalfa147 

Before contacting O2, I suggest that you contact your bank to obtain the unique transaction identification number of your payment. It will be a sixteen digit number. O2 will need you to provide that so that they can search for your remittance in their accounting records. 

[Redalfa147]

An instagram chat was started on Monday morning but after ‘radio silence’ by O2 from yesterday morning I’ve now queried the transaction with my bank and asked them to seek a refund. O2 have been diabolical the way they’ve treated me.

[Oxonian]

@Redalfa147 

Good luck and please keep us updated on developments. 👍