Major headache with cancelling contract - help needed

[Johann]

Hi, long story short. I ordered 4 sims all pay monthly for my family.

I tested just one (mine) and had network issues so decided to go back to old provider.

I phoned O2 within the 14 days to cancel all 4 contracts and to get the PAC code for my number.

After not receiving the PAC code i phoned again and was told it can take a few days. 

I waited few more days and phoned again, only to be told it was now more than 14 days and would have to pay £399.

My case got escalated and eventually i received an email saying all contracts have been cancelled and not to worry about the bill as it will be credited.

I have now received a letter from O2 chasing payment and passing my details to debt collector.

I have phoned so many times and it never gets sorted, i tried the chat on MyO2 but i can no longer login to that. I have emailed the complaints department but i am at a loss as to what to do. They just seem to be completely incapable of sorting my issue even though they can see i cancelled the contract well within the 14 days. Any advice would be appreciated

Johann 

[Enlli]

Have you tied the Payments Management Team direct?

They can be contacted on 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[MI5]

@Johann 

Let's see if @O2Ellie can help.

[O2Ellie]

Thank you for the tag @MI5 😊

@JohannI will private message you now and we can look in to this a little further for you.