Around a month ago I received a "Disconnection Charge" of around £470 for a device that I paid off at O2 , on the day that the bill came out a phoned customer services to have the error corrected. They advised it would be sorted and I should hear back in 3 days. Rinse repeat a further 3 times. 9 days passed so I resorted to the webchat , 3 times I have been told the issue will be resolved until today where I was told no form has been submitted by O2.
The result is I am going to be charged £470 from O2 and I am now going to have a nightmare time to claim it back, if O2 know that the money is not due and they take the sum after having 30 days to resolve it, surely this is fraud?
I am reluctant to cancel my direct debit as this will result negatively in my credit history as it will go down as a non-payment.
First time using O2 and to be miss-lead and lied to by some many customer service people has put me off using them for life. Let me know if you would like to see the chat logs.
Extracts from chat logs 1st Chat PARAS: The contract has been disconnected on the 29/10/2016. PARAS: It'll be resolved on the 11/11/2016. PARAS: I hope I was quick? RYAN FINN: it was. Thanks have a good day. PARAS: Is there anything else I can help you with? RYAN FINN: No that is all. PARAS: Take care & have a lovely week ahead. 2nd Chat Nov 23 2016, 09:46:31 AM GEORGE: I've checked your account and can see that, we've sorted this from our side , so this will be removed from your account within 1-3 working days, and trust me it won't impact on your credit scores as you've paid off the phone amount. 3rd Chat NAUSH: I have taken your request and forwarded to our relevant team. They will get back to you within 3 working days with the refund details. A phone call confirmed that at no point was a refund actioned by O2.
Thanks
