Disney + being charged, yet i removed this extra

[Kenster69]

I was given three months free Disney+ which I activated on Wednesday, 16th August.

I subsequently got a text from O2 confirming this on the same day, which began "Your Disney+ Extra is now ready".

I did not want to get charged when the 3 months were up, so I went on to the 02 website to remove this extra. I got a text  confirming this  on Friday 25th August at 16:46

which began:-

"Just confirming your extra won't carry over and be charged to your account.  It'll be included in your plan until 16/11/23 and then cancelled".

However on my most recent bill,  I have been charged for Disney+ and it has not been cancelled.

Then spent a horrifically frustrating 10 minutes on the customer service line with someone who just did not seem to understand my problem 

Am I missing something? I've looked at the guide to removing extras and i did do this. Yet despite the subsequent text, I am still being charged for it.

[Enlli]

I assume when you mentioned the guide it was this one.

Guide: Adding and removing O2 Extras  

Do you have a Disney Account as you should be able to cancel from there

If not, it's keep on at O2 in the hope of finding an agent that knows what they are doing.

The social media team seem better

Message O2 on

(Facebook) (https://o2uk.co/O2CFB) 
X (Twitter) (https://o2uk.co/O2CTW) or
Instagram (https://o2uk.co/O2CIG) ,,
They should be able to help you.

[MI5]

@Kenster69 

Best speak to payment management.

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

[Kenster69]

Yes, I do. It's really annoying, I should have had free Disney+ up until the 16th of this month, but the guy from customer service actually cancelled it. So, not only am i still paying for it, I cant even watch it!

[Oxonian]

@Kenster69 

You said :-

"So, not only am i still paying for it, I cant even watch it!"

I had to laugh at that - sorry !

I can just imagine the Customer Services advisor thinking "I'll show him". 

Or should it be Customer Disservices ?   

[Kenster69]

I got in touch through the facebook help thingy. He said that I had not cancelled it, despite my being able to show him the text stating precisely that. However, he did say that there would be a credit next month to compensate for the amount charged this month.

I still miss out on my free Disney+ for the remainder of this month however. I'm, giving up at this point.

[Oxonian]

@Kenster69 

I suppose that if you are getting a credit that's better than nothing. 

[Jenster]

This isn’t an isolated incident as the exact same thing has happened to me. Extra was definitely cancelled. Still being charged. Hmm. 

[Enlli]

@Jenster Nothing new for O2, lots of things get cancelled by people only for them to find that's not the case.

Probably not deliberate, just poor systems or downright incompetence 

[Oxonian]

@Jenster 

If you are still being charged, you need to pursue Customer Services on 202. 

Alternatively, you can message O2's social media team on :-

Facebook : https://o2uk.co/O2CFB

X (Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG