O2 Refresh final bill concerns

[Anonymous]

Good afternoon

I paid off the phone part of my iPhone 5s O2 Refresh contract and cancelled the airtime plan early. I was told on the phone at the time that I would have one final bill of £17.xx, which I have already paid.

I had a bill e-mailed to me today and it says that I owe £275.xx. 

I contacted the O2 Live Chat and they confirmed this is a mistake, I don't owe anything and the bill will be nullified, but I'm still a little concerned. Does anyone have any experience of this? 

My understanding is that I definitely should not owe anything, having paid off the phone part in full.

Thanks! 

[MI5]

I saw that, I was just offering my support to the OP's plight.

[Anonymous]

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@MI5 wrote:
I saw that, I was just offering my support to the OP's plight.

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I agree.

That's what we are all here for.

[MI5]

Couldn't agree more old pal....

[Anonymous]

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@MI5 wrote:
Couldn't agree more old pal....

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[Anonymous]

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@Anonymous wrote:

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@Anonymous wrote:

But as you say O2 have asked for a lump sum of £275 which needs clarifying.

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O2 CS confirmed nothing to pay. Wrote down the date+time of the call and the guy's name. He said that within 3 working days the bill will be updated to reflect the fact that I don't owe anything. 

Phew

Thanks! 

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Hi Matty, welcome to the forum

Please make sure you log in and view your bill, if it doesn't show as updated (go to payments and look at total outstanding to be extra sure) in the timescale quoted then phone back up and ask them to get the bill put into dispute so that the direct debit for that whole bill isn't applied for. It sounds like the phone plan hadn't updated itself to settled by the time the disconnection went through so has caused it to raise the term fees.

[Anonymous]

I've already had a letter confirming the phone plan is paid off, and it shows as such on the O2 website. 

I've set a reminder for Thursday to check that the bill is updated.

I'll survive if they do take the money, I'd just rather not go through the hassle of having to get it back when they shouldn't be taking it in the first place. 

[Anonymous]

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@Anonymous wrote:

I've already had a letter confirming the phone plan is paid off, and it shows as such on the O2 website. 

I've set a reminder for Thursday to check that the bill is updated.

I'll survive if they do take the money, I'd just rather not go through the hassle of having to get it back when they shouldn't be taking it in the first place. 

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It would be cleaner to stop any money from being taken at all as trying to retrieve monies is way harder to do in some cases.

Let us know how you get on.

[Anonymous]

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@Anonymous wrote:

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@Anonymous wrote:

I've already had a letter confirming the phone plan is paid off, and it shows as such on the O2 website. 

I've set a reminder for Thursday to check that the bill is updated.

I'll survive if they do take the money, I'd just rather not go through the hassle of having to get it back when they shouldn't be taking it in the first place. 

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It would be cleaner to stop any money from being taken at all as trying to retrieve monies is way harder to do in some cases.

Let us know how you get on.

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Yeah agreed. 

I had to wait three weeks for Three to refund some money they should never have taken from me. 

Will do! 

[davethorp]

My final bill following terminating my O2 Refresh appeared to be correct and showed an approximate £10 credit. Of course getting O2 to refund it is easier said than done as I filled out the final bill refund form as soon as it was generated and haven't received a refund as yet after nearly 2 weeks

[Anonymous]

Have you chased it up Dave ?

Two weeks sounds a long time to get that amount back to you.

😞