Hi All, firstly I appreciate this is customer-customer, as such i'm looking for advise, I appreciate getting frustrated in here will solve nothing, so i'm absolutely here in good faith.
Very long story short, with the changing of switch up T+C's I opted to terminate my airtime and continue my device plan, this was luckily done over message - o2 messed up and accelerated the plan (I read this is not uncommon) and after some to'ing and fro'ing O2 offered to credit the amount in full (circa £900), this was around 9th December, off the back of a resolver case.
I've chased, and chased and chased and been told multiple times the credits are there and pending (provided with ADJ-J numbers each time).
My payment "due" date for the large amount came yesterday (22nd), I had called on the 19th and was ensured the credits would be processed prior to becoming "late", the credits and promised phone call never came.
I have spent pretty much all of the 22nd and 23rd chasing o2 and trying to get clarity, and i've now ended up in a situation whereby the credits are supposedly approved and on my account but they are physically unable to apply the credits against the balance. They acknowledge I don't "really" owe this money, but the system says I do and is continuing to send letters threatening to sell the debt etc, I've got written and verbal assurances this won't happen but I am lacking faith this is correct.
I've escalated this as far as possible via call, recorded all correspondence in an ongoing resolver file so it is stored but i'm at my whits end - they have openly told me to provide a deadlock letter I must (perhaps temporarily) forgo the credit as it's offered as a resolution, I am of course happy with the resolution, the problem is it seems technically to NOT be applied and as such I have to risk giving up this resolution to go to deadlock.
I've tried reaching out via social media (messenger) and whilst polite got back canned answers about how frustrating it must be and to reach out to complaints, problem being of course this is already via complaints who tell me it can not be escalated further.
Hoping selfishly someone here may have experience with a similar tangled mess and can give thoughts, I really don't know what else to do, I feel i've exhausted all available lines of contact until the ombudsman is a viability (in late january) but in the meantime I play Russian roulette with my credit file, which I need in good sted for personal reasons in 2026.
Thanks, and a merry christmas.
