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£610 stolen by o2

Anonymous
Not applicable

Hi everyone,

 

I am writing an official complaint to o2 but I wanted others to be able to take my experience into consideration before purchasing an o2 Refresh deal. 

 

I have 3 contracts all with o2 and I wanted to get two phones, one for a relative and one for myself. I purchased the Samsung S5 and Sony Z3 Compact about a month ago and ever since then I have had the worst customer experience of my entire life! After paying off the phones I was told no money will be taken off my account which is what I expected as I cancelled the line rental as soon as I got the phone (cost me around £250 for each phone). A week later an amount of £30..93 and £29.97 were debited from my bank account. I called customer services and was firstly told I would have to pay for the first month as policy and then when I fought this she said I had to pay for 2 days as it's been two days since my online order (they actually didn't deliver on the first day as the delivery company couldn't make it - they made me wait all day and never even bothered to give me a message! When I called they said, oh yeah it will be delivered tomorrow now!). I felt this was not right and when I asked the lady to look into this I was told she knew exactly what the policy is (though just 10 mins earlier she said I had to pay for the whole month) and that she couldn't do anything about it. As it was £2 I just didn't have the fight to challenge her. She promised to refund most of it in 3 working days.

 

A week later I still didn't receive my refund so I called up. this customer service person was great, she said o2 had made a mistake, it wasn't on etc and she would personally call or text me everyday until I received a refund within 5 days. Fast forward 5 days later (today) and no refund and guess what....they just took £550 from my account on top of the other transactions!! That's over £610 so far without any right to do so!! So I call again, give them all the GED numbers again and this time the customer service rep "accidently" transfers me to someone else, what do they say? Please provide everything again as nothing is on my screen! So frustrated at this point I ask to speak to the manager as this is my 3rd call/ 4th person and each time no one seems to be able to deal with my very frustrating issue. The manager refuses to speak to me as they want the rep to deal with it first (I have given them 4 chances to do this but no one has been able enough!). I finally get to speak to the manager and she gives it the same as the others and "everything has been sorted out..."

 

I have no faith in o2 and feel like I need therapy after these calls. They keep taking money from my account and I am in the middle and just feel exhausted. It has taken a lot of my time to deal with this and I feel no clearer whether this has been sorted out. I've also read that this problem has happened to many others and yet o2 fail to correct themselves. 

 

Be warned! As soon as my contracts are up I am leaving the o2 now as I feel they have abused me.

 

 

 

Message 1 of 42
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jonsie
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That's correct. Take out Refresh, pay off the handset the following day and cancel the airtime. You pay 1 month.

That's how it should work, indeed has for most people,  but there are threads on here where payment in full has been taken and getting them to recognise the error to return the funds, is where o2 really fail in their duty to customers. Poor training in my opinion and with the current system faults I'm not surprised at all in honesty.

Message 11 of 42
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MI5
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It appears that the system falls over if the contract hasn't been running for the 1st month.....
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
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Message 12 of 42
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jonsie
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Anonymous
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I don't think you even need to pay for the month if you haven't used it even for a second. 

Message 14 of 42
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MI5
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@Anonymous wrote:

I don't think you even need to pay for the month if you haven't used it even for a second. 


In theory you do, because O2 bills you a month in advance.

I'm sure it was also in the T&C's somewhere, but eitherway, once the device is paid and airtime cancelled, that should be the end of it.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 15 of 42
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Anonymous
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When I asked the live chat rep before purchasing the phones they said I wouldn't need to pay anything, not even for a day, as long as I cancelled straight after receiving the phone and I never inserted the sim in the phone. 

Message 16 of 42
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MI5
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You were told wrongly by live chat (unsurprisingly) as you are required to give 30 days notice as per the contract T&C's.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 17 of 42
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perksie
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From the Refresh terms:

EarlyPay.JPG

 

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1
Message 18 of 42
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Anonymous
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@jonsie wrote:

That's correct. Take out Refresh, pay off the handset the following day and cancel the airtime. You pay 1 month.

That's how it should work, indeed has for most people,  but there are threads on here where payment in full has been taken and getting them to recognise the error to return the funds, is where o2 really fail in their duty to customers. Poor training in my opinion and with the current system faults I'm not surprised at all in honesty.


Well you learn something every day!! Makes you wonder why people just don't buy the handset elsewhere without all the hassle of paying off the device and cancelling the airtime and then get a sim only deal.

Message 19 of 42
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MI5
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Yeah, it's not intended to be used immediately - More like every 6 / 12 months but there is nothing stopping you from doing so.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 20 of 42
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