1 ACCEPTED SOLUTION
Accepted Solutions
Thanks for the warm welcome Toby and to everyone else errr... Thanks for the welcome 
Ha!..
Ok, so I've been busy with my real life today but I've just had my tussle with O2 and would love to say I got my money back straight away, but I'm not ashamed to say I've taken a stumble at the first hurdle!!.. Could have all been avoided though, please do read on...
It went a little something like this...
I called O2 CS explained their balance did not update and the website was glitchy during payment and 3 £10 payments were taken instead of 2. After speaking to the helpful Amanda she got the 'OK' from her manager for me to call my bank and inform them O2 said its ok to do a 'charge back' for one £10 payment... So far so good
Calls Lloyds, they need a letter headed fax from O2 to verify this is the case (important - required when using a DEBIT CARD). This is where it gets sticky...
I then spoke to Emma at O2 CS (who did offer £5 credit as a good will gesture at this point, I assumed it wasn't 'virtual credit' 😉 and after 3 attempts and 5minutes on hold, I spoke with her very apologetic manager - Joe.
Joe explained its against security policy to send a fax to my bank?! This is because I'm a PAYG customer (not monthly) so they don't have my details...??
Hmmmm... I distinctly recall entering my full name, fill address and even DOB when registering last night?!
I do find this truly bizarre as its a simple fax for crying out loud!!.. Oh well... Joe unfortunately could not go against the company policy.
So this is where it ends....??
I call Lloyds back - and here's a good tip and reminder for all:
ALWAYS USE A CREDIT CARD when purchasing online, a charge back is instant even when the transaction is pending, as are my 3 £10 top ups... And O2 had OK'd it! :S
With a debit card I have to wait for the £10 to go through then dispute it with O2 via Lloyds.
Lloyds WILL instantly put the £10 back into my account and then contact O2 and tell them it shouldn't have been taken in the first place and then voila - problem solved........
Unless O2 disagree in which case the £10 goes back to them!!!
I could obviously write a letter of complaint to accompany my payment dispute with Lloyds but really.... I'm too busy being important to giffgaff
I think as long as I don't use the £10 credit I'm sure O2 will do the right thing in the end
...The end.
These communities can be really helpful if one persons experiences can help assist in another's conundrum, I do hope I've played my part and hopefully will see you all again soon.
Ta Ta for now
Ha!..Ok, so I've been busy with my real life today but I've just had my tussle with O2 and would love to say I got my money back straight away, but I'm not ashamed to say I've taken a stumble at the first hurdle!!.. Could have all been avoided though, please do read on...
It went a little something like this...
I called O2 CS explained their balance did not update and the website was glitchy during payment and 3 £10 payments were taken instead of 2. After speaking to the helpful Amanda she got the 'OK' from her manager for me to call my bank and inform them O2 said its ok to do a 'charge back' for one £10 payment... So far so good
Calls Lloyds, they need a letter headed fax from O2 to verify this is the case (important - required when using a DEBIT CARD). This is where it gets sticky...
I then spoke to Emma at O2 CS (who did offer £5 credit as a good will gesture at this point, I assumed it wasn't 'virtual credit' 😉 and after 3 attempts and 5minutes on hold, I spoke with her very apologetic manager - Joe.
Joe explained its against security policy to send a fax to my bank?! This is because I'm a PAYG customer (not monthly) so they don't have my details...??
Hmmmm... I distinctly recall entering my full name, fill address and even DOB when registering last night?!
I do find this truly bizarre as its a simple fax for crying out loud!!.. Oh well... Joe unfortunately could not go against the company policy.
So this is where it ends....??
I call Lloyds back - and here's a good tip and reminder for all:
ALWAYS USE A CREDIT CARD when purchasing online, a charge back is instant even when the transaction is pending, as are my 3 £10 top ups... And O2 had OK'd it! :S
With a debit card I have to wait for the £10 to go through then dispute it with O2 via Lloyds.
Lloyds WILL instantly put the £10 back into my account and then contact O2 and tell them it shouldn't have been taken in the first place and then voila - problem solved........
Unless O2 disagree in which case the £10 goes back to them!!!
I could obviously write a letter of complaint to accompany my payment dispute with Lloyds but really.... I'm too busy being important to giffgaff
I think as long as I don't use the £10 credit I'm sure O2 will do the right thing in the end
...The end. These communities can be really helpful if one persons experiences can help assist in another's conundrum, I do hope I've played my part and hopefully will see you all again soon.
Ta Ta for now
- 151783 Posts
- 650 Topics
- 28843 Solutions
- 127706 Posts
- 834 Topics
- 7586 Solutions
@Anonymous wrote:
Topped up £10 3 times, only needed twice. Is this possible? Is it easy?
Thanks
I would say no. You could try ringing 4445 and ask...I doubt they will refund though?
- 95676 Posts
- 612 Topics
- 7137 Solutions
No they definitely won't refund you I'm afraid. Save the phone call....:smileywink:
I will say it was a slip of the finger
- 95676 Posts
- 612 Topics
- 7137 Solutions
Nope, user error 
- 151783 Posts
- 650 Topics
- 28843 Solutions
Worth a shot - plead stupidity 
If me and O2 hope to have any kind of future relationship they need to help me out. I like a good tussle with a major corporation. Wish me luck
My favourite card!!
