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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
Not applicable
Hi Toby someone from o2 left a message on my mobile and I couldn't pick up. They asked me to call a 0300 number but the message was deleted by my ear!!!! Any chance you could find out who it was and what number I should call or if they can call me again as I'm free now
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Toby
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Hi @Anonymous,

 

I'll send you a private message

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