New Bill but no sing of £300 given back

[NOVATROOP77NI]

I believe this is my 3r4 or 4th bill already but no sign of my £300 deposit back its still showing under the deposits they hold bit in my bill.

[Cleoriff]

@NOVATROOP77NI 

It is returned on your 4th bill.

Give O2 a call on 202  or 0344 809 0202.

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

[NOVATROOP77NI]

No I am being told I pay the 4th bill and then the deposit is paid back on the 5th bill completely different to what I was told when I signed up for the contract !

[Cleoriff · Accepted solution]

Sorry @NOVATROOP77NI you need to call again. The rule is, 3 months of on time payments and the deposit is returned on your 4th bill. Hopefully when you call, or message via social media, you will get someone who knows what they are talking about. Try this sales number 0800 081 0255.

https://www.o2.co.uk/help/account-and-billing/refunds (this states 3 months quite clearly)

Best of luck.

[NOVATROOP77NI]

I agree that is the issue the barrier I am finding is they were paid well before the due dates

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@Cleoriff wrote:

Sorry @NOVATROOP77NI you need to call again. The rule is, 3 months of on time payments and the deposit is returned on your 4th bill. Hopefully when you call, or message via social media, you will get someone who knows what they are talking about. Try this sales number 0800 081 0255.

https://www.o2.co.uk/help/account-and-billing/refunds (this states 3 months quite clearly)

Best of luck.

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[NOVATROOP77NI]

Which option should I choose

[NOVATROOP77NI]

Interesting the sales guy English fluent on the sales said once the 4th bill is paid then I get it in two weeks so that must have changed since the web site was published he said he did the credit checks on the accounts at sales time @Cleoriff 

[Cleoriff]

@NOVATROOP77NI 

IF it's not been changed on the website then O2 haven't got a leg to stand on legally. It states 3 months bills, and returned on 4th. I'll tag our managers here @Martin-O2 @RafaC please check this. We hhave always known a deposit will be refunded after 3 months bills paid on time and the member will get deposit refunded on 4th bill. The website I linked to states that as well. @NOVATROOP77NI has been told twice today, it's now 4 bills and returned on 5th. Can you check please. O2 cant be allowed to change this without warning. When the op took the contract out, he was told 3 bills and deposit returned on 4th.

[lewys-gp]

I'll have a look into this and update once I know more, @NOVATROOP77NI @Cleoriff 👍. 

Sorry about any inconvenience caused.

[Cleoriff]

Thanks @lewys-gp, the sooner the better really. 🤔