Hi,
In December I cancelled my O2 refresh contract. A couple of weeks later I was shocked to receive a bill for nearly £500 listed as an 'Early Termination' fee. I thought the whole point of Refresh is that you can switch/cancel the airtime plan at any time as the device plan is separate? I'd already paid off my device plan at the time of cancelation. So basically I know the bill is not correct, but I am having trouble getting O2 to acknowledge that and cancel it. I am also owed about £20 due to a direct debit taken which covers time after contract cancelation, so I want that refunded as well.
My first attempt to solve the issue was to visit an O2 store, where it was confirmed that the bill was in error but they said I needed to call customer services to sort it. Upon calling customer services I was also told the bill was in error. The advisor said she would put a note on my file to remove the bill, and told me not to pay. I requested that she email me so I had a record of this, but I never received an email.
A week later I still hadn't received any communication from O2 or changes in my account. I used the 'Live Chat' service to contact O2, repeating the problem and requesting that the bill be removed. Again the advisor agreed the bill was not correct and said he would get it cancelled. I checked my account a couple of days later and there was no change - I then made sure my direct debit was cancelled so the money couldn't be taken.
It's now almost two weeks since the Live Chat session. Yesterday I received an email from O2 claiming that my bill is overdue and they will add a late payment charge if I don't pay within four days. I tried replying to the email but got an automated reply that they have shut down email support.
So I've tried all ways of contacting O2 but they still haven't done anything. I'm also worried my credit rating could be impacted by their mistake. Any help in getting this sorted would be appreciated!
Thanks,
