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Anonymous
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Cancelled contract but still being charged

I spoke on web chat O2 in early January and explicitly said that I wanted to cancel my o2 contract because I was going away for three months. I was told that this could be done without any charges as I had completed my contract. I assumed that this had been executed. However, I am still being charged large sums of money for small, accidental internet uses out here as well as what looks like a monthly tariff. Has anyone encountered this before and do you think O2 might make the relevant cancellations/refunds? Would O2 have a record of my webchat in early January?
This has caused great stress to me this morning and as an o2 customer of six years I feel a little bit let down. But I hope it all can be resolved in a reasonable manner. I sent an email to the complaint service but no reply. Also trying to get through on chat but no response.
Posts: 73,283
Topics: 688
Registered: ‎14-01-2013

Re: Cancelled contract but still being charged

Hi @Anonymous The way to cancel your contract is explained in this link https://community.o2.co.uk/t5/How-to-guides/Cancelling-Your-Contract-A-Guide/ba-p/566774#M56526

The fact you did it via live chat means the correct procedure probably wasn't followed

You can ring customer services, though I'm not sure a refund will be made https://www.o2.co.uk/contactus

*The Game Is On*


Posts: 88,532
Topics: 533
Solutions: 11,467
Registered: ‎04-04-2012

Re: Cancelled contract but still being charged

There should be proof of your chat with o2 so make a complaint and ask them to review the details of the chat you had.
Complaints process on link http://www.o2.co.uk/contactus
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.

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Level 64: Magistrate
Posts: 12,655
Registered: ‎31-03-2010

Re: Cancelled contract but still being charged

@Anonymous Please follow the guide provided in the link above, and also contact Customer Service. You say you're being charged for internet use and your monthly contract wherever it is you are. Is your O2 sim still in your phone?

I DO NOT WORK FOR O2