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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.

 

 

 

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Anonymous
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Another £550 taken today...Now over £1100...I'm so lost. 

Message 31 of 42
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jonsie
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This is now absolutely disgraceful. What is happening defies description and to be honest it's difficult to suggest what the next step should be. Have you had no response from the complaint review service?

Message 32 of 42
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Toby
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Hi @Anonymous

 

I'm Toby, the O2 community coordinator, please send me a message when you can and I'll talk to the rest of the team to see if we can get to the bottom of this.

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

Message 33 of 42
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Anonymous
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Hi Toby will do thank. 

Message 34 of 42
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Toby
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Here's a link to make it easier slight_smile

http://community.o2.co.uk/t5/notes/privatenotespage/tab/compose/note-to-user-id/60444

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

Message 35 of 42
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Anonymous
Not applicable

Believe me Jonsie, I just don't know what to do. This is the message I get from the last three calls I've made in the last three week. 

 

"This is a mistake from us, I'm sorry about this but BELIEVE ME, I promise in 5 days you will get a refund." 

 

3 weeks later, £1161+ has been taken out. I'm so sad and worried about my bank account going into debt, paying bills, paying for food for family etc. I have no faith in o2 as they just say things and do nothing. I've never missed a payment and have 3 lines, one of which is platinum and they just fog me off like it's a few pennies. 

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Cleoriff
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A similar thing happened to another customer on here...(ie money taken out of their account in error.).....

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Barred-iPhone-and-1100-gone-from-my-bank/td-p/88...

It's a drop in the ocean for O2...but a nightmare if it takes money out and they refuse to credit  it back to you asap. I understand if it is O2's mistake they should refund it immediately?

Veritas Numquam Perit

Girl in a jacket
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Toby
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Hi @Anonymous

 

I've responded to your PM. Cheers

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

Message 38 of 42
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jonsie
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perksie
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Me too, this is a huge amount to be taken from your account. Smiley Frustrated

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
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