Hey guys!
Firstly, hope you're all doing good, it's been so long 
Anyway, I'm not back on good terms unfortunately.
As you might or might not be aware, I was granted a penalty free cancellation very kindly due to ongoing signal issues and the fact where I live is on a coverage "edge".
I returned the device back as asked which was all well and good until the £550 outstanding balance came out my bank account on the 18th.
I was obviously a bit worried as to where this massive amount of money disappeared to so you can imagine my frustration when I realised the source.
Anwyay..... my issues don't stop there.
On the 19th May I contacted the Complaints team who confirmed that the device had been received back on the day payment had been taken and that they were rasing a refund. I was to receive £550 plus £50 for the amount I had already paid towards the phone and that I would receive the refund within the next few days.... Excellent ; except the refund never appeared!
Got back in touch on the 23rd May ; I was told that the terms of the cancellation was to just waive off the airtime cost and to be charged the device plan. After a bit of investigation, they concluded I was to receive a £600 refund and it would be in the bank by 5 working days.... again, refund never appeared.
Once again, got back in touch on the 29th May, to be told the refund request hadn't been raised and that it was now being raised for £621.81 ; this was due to the fact that I noted i was now into my overdraft, incurring£3 per day usage fees plus interest. Again 5 days to receive the refund..... still nothing!
The best bit comes from today 2nd June ; The advisor started with saying the refund was sent on the 25th May and that I made a card payment again for £550 on the 27th May for some bizaare reason and then totally u-turned and confirmed that no refund request has ever been raised from the account and that I have to directly contact o2 payments team to get the refund sent back to me. The reason for this is because you no longer have my bank details apparantly (I still have an ipad account on the same account for my mum which wasn't cancelled as the problematic signal doesn't bother her so much when she uses wifi mainly!) and the fact I had a credit put into my bank for an unrelated matter on the 25th May.
Oh, and did I mention that today (2nd June) I received a default letter for the 'outstanding' sum of £550?
It's a disgrace really from start to finish ; sitting at nearly £400 overdrawn, incurring fees daily and now I have to chase something up that I was assured was sorted nearly 2 weeks ago. I have been credited £10 for the loss and inconvenience though....!
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So sorry to hear of this @Anonymous I think this has gone on long enough. It may be time to ask @Toby to step in to help now...otherwise you will continue to go round in circles. I can't believe this is till ongoing. I hope Toby will be able to help 
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@Anonymous wrote:Hopefully. Thank goodness it's payday tomorrow at least so I can get out the overdraft!
Constant lies are actually unbelievable really. I appreciate mistakes can happen but to be lied to by several advisors really isn't acceptable. i'm not asking for much.... just my money back 😞
Doubly disappointing when you thought you initially had a brilliant resolution to this.
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Nightmare scenario @Anonymous. Hope you get it sorted out soon.
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This seems to happen far too often, they put it down to automated system errors but it's the apathy shown by customer service that is truly rage invoking.
