Cancelled my contract 2 months ago and they're still billing me!

[Anonymous]

Hello I hope someone can help.

I phoned customer services at the end of February to cancel my contract before the due date in April. I did not want to keep my old number and did not request a pak code. I got the call 2 weeks later trying to get me to come back, so it's on their system that I have left/in process of leaving. I checked my email and o2 account today to discover they billed me for April which is fine but they are also billing my for May and June. I went to the shop to have a chat with them and they told me the account is still active. Anyone else had this problem? I know I should phone customer services but I don't want to be stuck paying for a phone and a number that doesn't exist anymore! Any advice from anyone to help me when I speak to them?

Thanks in advance.

[MI5 · Accepted solution]

You'll have to call to remind them that you cancelled. It will be on record but I guess no one updated the computer 😞
Remind them also, to refund the extra months you have wrongly been charged for

[Bambino]

Do you have anything in writing confirming that your contract was cancelled? An email or hard copy letter from O2 will give you all the ammo you need to get any refund that may be due to you.

[Anonymous]

Thank you for that. I will no doubt report back with their response.

[Anonymous]

No that's also the odd thing I've had no letter nor an email just that phone call asking me to reconsider and come back to O2...

[MI5]

No, you don't usually get anything in writing unless you had the transcript from online chat?

[Bambino]

If you have nothing in writing it might be difficult for you to prove that you requested to cancel. Best to call Customer Services and try to get it sorted as soon as possible. Good luck. Let us know how you get on.

[Anonymous]

They should have a call record. Otherwise why call me again two weeks later and try get me to come back?

[Bambino]

I agree, but can you remember the date you received the call? Usually when people leave they take their number with them, and the process of switching providers with the same number initiates the cancellation.

[Anonymous]

Hello Friends!

I called them up and they said because I was given a PAC(?) code I had 30 days to use it but if I didn't the account still remained active. I do remember saying that I did not wish to keep my old number. I wasn't made aware of this on my first call. They told me about the 30day timeframe but not that my contract would keep going after that, otherwise I would have just cancelled there and then like I wanted to! I think if you cancel the contract it should be a seperate thing if you want to keep the number or not. They definately cancelled my insurance in the first call I made though. They are going to refund me the extra month I paid but it seems if I'm stil in credit I have to go through another arsey process just to get my money back!