Billed twice after upgrading

[Anonymous]

Hi guys,

I recently brought the new iPhone 6, end of September, and switched my number over from my old one. I have been billed twice this month, one for my old phone and one for the new. I was under the impression that you get billed a month in advance for line rental, so is it right that I get billed for my old phone even after upgrading, and won't be using it? Any advice appreciated before I go to O2.

Thanks

[Anonymous]

Hi TR1979


If any monthly charge has crossed each other then you should be reimbursed.

Are you sure you 'upgraded' and not accidentally opened up a new contract ?

If your on the Refresh Tariff the procedure would have been to pay up the handset plan ,and then upgraded all by telephone call to O2 via 202.

Contact O2 Customer Service on 202 for official clarification on what's happened with your account.

Please let us know how you get on.

[MI5]

Have a look in your "My O2" and see how many accounts you have active.
It may be that you have 2 if your "upgrade" went through as a new connection by mistake.

[Anonymous]

Thank you both for your replies. I think I am using upgrade wrongly here. I am on a new contract, just assumed that because it was a better phone, it was an upgrade. In my O2, it shows my last account as disconnected, so it has finished now for definite. I think I'll ask O2 anyway, just to confirm.

Thank-you again

[Anonymous]

A final bill will be produced 14 days after the old account disconnected. This bill, more than likely will have a credit applied. You can then claim the credit back by either logging in to myo2 and viewing your bill or by calling customer service.
Both methods take up to 14 days to refund the money back into your bank account, so it may be easier to request the refund online as that way you won't have to wait on the phone to get through.

[MI5 · Accepted solution]

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@Anonymous wrote:

Thank you both for your replies. I think I am using upgrade wrongly here. I am on a new contract, just assumed that because it was a better phone, it was an upgrade. In my O2, it shows my last account as disconnected, so it has finished now for definite. I think I'll ask O2 anyway, just to confirm.

Thank-you again

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Ok, so you cancelled the old account (which requires 30 days notice) and started a new one.

When you transfered your number it would have disconnected the old account (as confirmed in My O2) and if this was not at the end of the 30 day notice period you would be billed for that 30 days.

This may explain why you are seeing a bill for two accounts and it would have been prevented by just keeping your old account and "upgrading" it.

[jonsie]

A bit of a costly mistake in the end but we have seen this a few times on here. As long as you are sorted now though.