Declined additional connection

[Rbarkley82]

Hoping can get some help. I applied for an additional connection and it asked me for £375 deposit, I paid this plus upfront cost so £395 in total. This was on 24th July. They then declined the order but as yet still not refunded the deposit and upfront. How long before I get my money back?

[Cleoriff · Accepted solution]

Hi @Rbarkley82 

We have no access to your account so you need to contact O2.

All numbers in this guide Guide: Coronavirus Community Help and Support 

[Rbarkley82]

I understand there is no access, it was to see if anyone else was in same position.

[Cleoriff]

@Rbarkley82 

There have been one or two, particularly during this current pandemic. Not enough advisors to press the return button I guess!

A call to O2 should sort it out.

Best of luck.

[jonsie]

Check with your bank

The money has probably been held in reserve as 'promised funds' should O2 claim it when the contract has been approved

It's normally made available again in your account within seven working days

[Rbarkley82]

Believe it or not... the connection and order was cancelled on 25th July. As of today, I am still waiting for the money back. I paid with Paypal and it is currently sitting as Pending. Paypal wont release it and has said O2 need to cancel the Authorisation but O2 say they dont know how to cancel the authorisation. 

[Cleoriff]

@Rbarkley82 

You need to call O2 again and speak to someone who knows what they are talking about.

All numbers are in this guide. Guide: Coronavirus Community Help and Support 

[Rbarkley82]

I've actually went as high as executive escalations and they have been looking into it since last week and still no update