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Anonymous
Posts: 0

£610 stolen by o2

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.

 

 

 

Posts: 115,929
Topics: 571
Solutions: 15,941
Registered: ‎04-04-2012

Re: £610 stolen by o2

http://www.o2.co.uk/how-to-complain
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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Anonymous
Posts: 0

Re: £610 stolen by o2

Just to clarify you got 2 phones on refresh - paid the devices off then 'cancelled' the airtime part of the contract as soon as you received the phones?

 

If this is the case it would appear O2 have simply taken the whole of the airtime part of the contract as they would be entitled to if you don't fulfill your contractal obligaitions with them.

Anonymous
Posts: 0

Re: £610 stolen by o2

O2 have admitted they had no right to take the £610+ from my account. I have done exactly what was needed. 

Anonymous
Posts: 0

Re: £610 stolen by o2

I have made a complaint now, thanks. 

 

This post is to warn others. It's very frustrating being in this position and I wouldn;t want anyone else to be here either. 

Posts: 115,929
Topics: 571
Solutions: 15,941
Registered: ‎04-04-2012

Re: £610 stolen by o2

tbh honest, I did think that you had to pay at least 1 month of airtime, but after that there is no fee to cancel airtime once phone is paid for.
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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Anonymous
Posts: 0

Re: £610 stolen by o2

I am a bit confused by the OP he says he cancelled the airtime as soon as he got the phones.

 

Either way good luck with the complaint.

Posts: 115,929
Topics: 571
Solutions: 15,941
Registered: ‎04-04-2012

Re: £610 stolen by o2

The op paid the device plan (refresh contracts) which gives the option to cancel the airtime free of further charges.
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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Posts: 84,107
Topics: 580
Solutions: 4,257
Registered: ‎04-01-2009

Re: £610 stolen by o2

It's slightly confusing but bottom line is that o2 have cooked up again. It's happened to others, o2 admit the mistake and they are reimbursed some 14 days later. Hopefully the manager had indeed sorted it. Please keep us informed, it will help others.

Anonymous
Posts: 0

Re: £610 stolen by o2

Thanks Jonsie and I will defo keep everyone informed. 

 

for those who are confused, o2 Refresh promote the fact that you can just pay off the contract by buying the phone and therefore not needing to pay for line rental. This is exactly what I did.