New Contract (Refub) Cancelled Within Cooling Off Period But Got Charged Cancellation Fee?

[Anonymous]

Hi peeps

New to the O2 family. I originally had an iPhone 6 with a different provider and on Friday phone life ended as I accidently drop the phone and entire screen smashed and damage to the entire body frame. 

I needed a phone and opted for the Z3 Compact Refurb on O2 Refresh. So Placed order on 28th November 2015, arrived 30th November 2015. On that day I placed the O2 sim into the Z3 Compact contacted O2 Customer Service (202). 

I paid the entire device plan off and payment was sucessful. Got advised the airtime plan was cancelled an no more charge will be applied just a final bill with aynthing that I may have used (which I haven't so far not unless calls to 202 are chargable :p).

During that call just before saying good bye, the call dropped and I got a weird message on the phone saying SIM Not Provisioned or something. So I guess the airtime plan was cancelled. 

However today my heart skipped many beats I guess LOL. Got an email saying your bill is ready of a whopping £170.13. I contacted O2 support via live chat and explained everything. Got told everything is ammened and in the next 3-5 days the bill will be updated so I won't be paying for anything. It was a system error as I had paid off device plan within the cooling off period.

Just wanted to know if this happened to anyone? I don't want money leaving my account.

Can someone from O2 confirm this has been corrected? 😛

[PhoneChanger]

Unfortunately this forum isnt monitored by O2, it is a customer to customer forum, to contact O2 you'd have to give them a call (best between 08:00 - 08:30 to avoid holding on for a while).

I'm guessing the bill for £170.13 was the amount you paid for the device? If so it could just be that the system hasn't been updated with your payment/

Best to give them a call to confirm though to ensure you're not charged twice.

[jonsie]

Please forget live chat for this issue. Call customer service and the problem will be sorted. If you feel strongly enough to make a complaint send an email to the address in this link.

http://www.o2.co.uk/how-to-complain

[MI5]

It's a common system glitch.
It will sort itself out, but like everything, it will be eventually or when you find the right person to help you.

[Anonymous]

Update...

Spoke to customer service. 

Got advised it's been updated but can take 3 working days. I will get an email about the changes which will reflect on my bill. Got told it was a system error it automatically kicks in when you pay off device plan. Got told not to worry and if nothing is done by Friday to give them a call. Got a reference number to keep track of.

So I will update in the next couple of days the outcome

Thanks for your help peeps.

[MI5]

It's about time they fixed the system.
It's been doing it for years.

[jonsie]

Hope they have sorted it for you ☺

[Anonymous]

Update... got it fixed I think.

Now it says...

Total new charges -£169.57
Balance brought forward £170.13

Total amount due
£0.56
You have payments outstanding.
Please contact O2 Customer Service or visit www.o2.co.uk immediately to make a payment.

[jonsie]

Good news indeed

[MI5]

Much better to have a 56p bill