Incorrectly charged for cancelled sim only (w/in 14 days) and 'debt' sold to debt collection company

[anonposter]

Took out a sim only contract in September time, cancelled within 14 day cooling off period. Was then charged for next 2 months and received a bill for £95 (in November time). Contacted o2 and they said it was an error on their part and I didn't owe anything, was told to cancel the direct debit and they would issue a refund for the 2 months I was charged. I never received the refund. In January I get a letter from a debt collection company saying I owe o2 ~£60 (£95 minus the refund I never received). Multiple calls to o2 (at least 6 times) in an attempt to resolve this, that they'll do a 'write off reversal' with the debt collection company and pay me the refund (ongoing since late Jan/early Feb). Still no refund and the debt is still showing on the debt collecters website.

Where do I go from here? Keep having false promises from o2, this has been going on for 4 months now and I'm still out of pocket with the stress of a debt hanging over me I don't even owe. 

[anonposter]

Just to add, I've spoken to both the customer service department and payment management regarding this

[gmarkj · Accepted solution]

You can try raising a complaint @anonposter. 

Using the Resolver option seems to work.

https://www.o2.co.uk/how-to-complain 

[Verbalherman]

Hi 

Sadly I'm having the same problem.

It's been going on for 8 months.

Did you ever get your issue resolved ?

[Enlli]

@Verbalherman 

@anonposter Posted 15 months ago. Don't know if they will still be around 

[Verbalherman]

I know ,  I want to if they managed to get the matter resolved.

I'm 8 months in and still no further along.

[Oxonian]

@Verbalherman 

What we are trying to say is that @anonposter joined this forum on 1 March 2023, made the two posts above and has not logged into this site since :-

We understand that you want to establish if they got their problem resolved ; what we are saying is that it is highly unlikely that they will see your post. 👍