£433 charged for no reason

[Anonymous]

Ok so I checked my bank account and o2 have taken £433.33 out of my account. Upon checking my bill there were no additional charges, no data no calls no texts. I've called and they have said I've been accidentally been charged a disconnection fee even though I've not enquired about it. They have admitted fault.
What can I do about it? I've re called my direct debit but it won't be credited until Wednesday as its a weekend.
It's left me with no money for my bills etc
Can I look for compensation? It's a lot to f money and a big mistake made.

[Cleoriff]

@Anonymous We have absolutely no access to your account. The only thing you can do is ring customer services tomorrow 1st thing and check this with them. Ask for an explanation and a breakdown of cost

http://www.o2.co.uk/contactus

Edited to add...if they have admitted fault then ask them to refund you immediately

[Anonymous]

You could try for a goodwill gesture or follow the complaint procedure 

http://www.o2.co.uk/how-to-complain

[Anonymous]

I have spoken to them. It took 6 call backs to get someone to actually help me. They have told me what I have to do with my bank which I know already. What I want to know is why it happened and what they are going to do about me being out of picked for 5 days and for all the stress it's caused me! A manager offered £30 credit on my bill which I declined and have escalated it via the ceo office. Do you think I'm wrong wanting compensation?

[Cleoriff]

No I don't think you are wrong but not sure you will get it. You should be pushing for an immediate return of your money. I know it's frustrating but you have to keep onto CS. As said you can put in a complaint. Also pleased to hear you have emailed the CEO's office. This is probably the action that will get a result more quickly. So annoying when people are quick to take your money.....even in error...and then drag their heels with returning it..:smileysad:

[viridis]

I thought that if a company broke their terms under the DD scheme (by taking an incorrect amount) the account holder is covered for any charges or penalties resulting from the balance being too low for payments or overdrawn.?
Op should speak to their bank to make sure no penalties are applied.

[Cleoriff]

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@viridis wrote:
I thought that if a company broke their terms under the DD scheme (by taking an incorrect amount) the account holder is covered for any charges or penalties resulting from the balance being too low for payments or overdrawn.?
Op should speak to their bank to make sure no penalties are applied.

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If you are talking about the the Direct Debit guarantee scheme...this can only be invoked if a company takes more money than the agreed amount as set up initially. Problem is, with a mobile phone bill the amount is never set as such...as the it varies month by month.....

[adamtemp64]

the official advice is very clear the bank must refund immediatly you tell them there is an error http://www.directdebit.co.uk/DirectDebitExplained/Pages/Howtoclaim.aspx

But I thought o2 sent notification of your bill 14 days before payment. So if that bill was correct then o2 are at fault and immediate refund is due (as in the op case). But if o2 sent out the bill with the charge they would argue you should have spotted it before payment was taken.

[Cleoriff]

@adamtemp64 The information I gave in my last post was taken from the same site as you linked to. It appears that if you set up a direct debit for £40 a month (for instance) and the company take more then yes you are entitled to a refund. However you can't set up a mobile phone bill for a specific amount as it could vary month to month? That site goes on to say this

One might argue then that the OP was given notice of the £433 payment 14 days in advance?

[adamtemp64]

@Cleoriff the first post states that the notfied amount did not include the cancelation fee so the op had advance notice of the amount and was happy to pay that, not the additional £433 not notified in advance hence immediate refund, error by o2