Charged for a phone O2 have had back

[SSmith57]

Hi, 

I upgraded my phone on the 4 Jan, long story short they cut my SIM card off without sending out a new one…customer service was rubbish so cancelled the contract and returned the new phone. 
The phone was delivered by RM on the 16 Jan, I have phoned O2 on several occasions, (quite often benign hung up on with no phone call back) to get my £100 deposit back with no avail. Received an email on the 2nd to say they were looking into it and would get back to me. 
Today 9 Feb I have checked my bank account to find a further £664.24 has been taken out of my account.
I’m on maternity leave and now can’t afford my actual bills as O2 have taken over a months maternity salary out of my account with no warning. 
How do I get my money back ASAP when I can’t get through via phone. 

[Cleoriff · Accepted solution]

@SSmith57 

You need to contact payment management.

Details here Guide: How to find help & contact O2 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

You can use Skype to call Guide: A Guide to Skype