Being charged twice

[Anonymous]

Hi, I had moved my job and my old phone with three wouldn't get a signal at my new place of work, the contract was up for renewal so I got a monthly rolling sim only contract with o2 to try their network and service, it works great at my workplace so I went into the o2 shop and got a 24 month contract with a phone, the woman in the shop said that she couldn't change my rolling sim over because I hadn't had it long enough so would get a new contract and cancel my sim only contract as I only needed one contract. I noticed on my online banking that I was being charged a lot of money from o2 so I rang  up o2 to find out why, she told me that my sim only deal hadn't been cancelled and could tell me that I haven't used it since getting my 24 month contract, she then cancelled it and told me to email o2 to get a refund. I cannot find anyway of emailing o2 about getting a refund, the email address I tried with was sent back stating that the email address wasn't used anymore, I tried live chat and the operator was next to useless stating that nothing has been cancelled which is wrong because I have checked! So how can I speak to the right department about claiming a refund for o2's mistake?

[MI5 · Accepted solution]

If there is a credit on your account you need to fill in this form https://www.o2.co.uk/apps/help/help?qid=1&q1=34
If no credit is showing, chase customer service again http://www.o2.co.uk/contactus

[jonsie]

A bit of a mess really. You need to call and keep chasing them. If there is credit on your account then it would be used to pay your monthly bill. Please call because they wont call you for sure.