I am an existing o2 customer, decided to upgrade to iPhone Air. Husband decided he wanted one too, so took out 2nd line for him, paying £375.00 upfront as was requested. Two days after husband received phone, he changed his mind. I started returns process on 20/9/25, phone was collected by Royal Mail 22/9/25, delivered back to o2 on 23/9/25. In my past experience of returning a device it usually takes a week for the return to be processed and any upfront cost refunded.
As of today, 9/10/25, I'm still waiting for the refund. I've contacted o2 so many times...through social media, by ringing...and I'm getting nowhere fast - and still don't have my £375 back! Last contact was on 7/10/25 through o2 on Facebook Messenger, I was told the order was being closed and once the £375 was showing as a credit on my account I could ring and request it be refunded to me. I rang the same day and whoever I spoke to has made a real ****** mess of it....for some reason, there's a 'pending' refund of only £131.53 (?) showing in the refund requests. I told the person I spoke to that the amount was £375.00...all o2 on Facebook Messenger can do now is tell me to wait for that amount to be refunded, and then they will refund the rest...but of course I have zero faith in o2 now!
Has anyone else here had the same sort of problem recently?
