@Payforit_Sucks I get it, but @MI5 inferred that what happened is not unlawful - or is in some way legalised. Until everybody starts talking about it in correct terminology and are clear about the fact that it IS unlawful, there definitely won't be any progress made. It's not a scam (although I know many other similar premium service issues are), labelling it a scam places some blame on the victim being uneducated or not savvy enough in some way. It's theft or fraud depending on how you look at it and what regulation/law you apply, and it is unlawful. The fact that small claims courts uphold these cases in itself suggests that there relevant laws in place to successfully prosecute in the eyes of the law. So let's get everyone on the same page first about the terminology and disgustingness of this behaviour, not confuse it or play it down.
There is no "oh it's alright, we're getting refunds now" or "be thankful you're getting a refund, others aren't". I'm thankful that O2 are doing part of the right thing, but I'm also more in the camp of not being thankful that it takes pressure, time, effort and the mental health of their customers being affected just to make them do what they should be doing in the first place - and also not thankful that they don't seem interested in preventing fraud and theft from happening in the first place. It should never have happened in the first place, to anyone. When something is illegal like this, people SHOULD be upset regardless of a refund and SHOULD continue to take as much action as they possibly can to stop things from ever happening again to themselves or anyone else.
I've worked in dispute resolution and regulation, I know everything you've described there and I'm on your side. Constant pressure is the only way to get anything reformed and believe me, I wish everybody would get on board with the pressure your group is applying.
