O2 WOULD NOT REFUND MY DEPOSIT!!!

[dreamsover]

I payed 100£ deposit on the 2d of January 2018. I was told I can have my money back after the third payed bill (no delay on payment of course). I was told I can call and ask for the money back or if I do not call the money would be automatically put into my o2 account and I will have a reduced bill for the next couple of months. After a lot of calls and chatting over the o2 website I was granted my request for the money to be tranferred back to my bank account. They money transfer accured on the 17th of April, according to the o2 tech support. They do not provide me with any prove of such transfer. It is now way over 10 working days and I still have nothing into my bank account. I called my bank 2 times and on both times they said that there are no outstanding orders to my bank account, none at all. I called o2 3 times (!!!!!!)  already and each and every time they are trying to push me away with stupid excuses like : "I can't do anything, this is the job of our finance department but we can not call them, we can only write them an e-mail and they will answer within 24 hours and then we gonna give you a call". Nobody calls back EVER. I am calling everyday now and everyday I've being told the same lie over and over again! Let me be clear, I have absolutely clean credit record, I payed everything on time, I never had any problems with credit institutions or o2. They are simply not holding their part of the contract. What legal actions can I take? I am tired of stupid excuses from a company making billions but refussing to give me back the amount of 100£!!!

[Cleoriff]

Hi @dreamsover The best thing for you to do is make a complaint. https://www.o2.co.uk/how-to-complain

Use Resolver in the link. Resolver

They get good results. Best of luck and welcome to the forum

[MI5]

Start with a complaint https://www.o2.co.uk/how-to-complain and seek advice from your local citizens advice (CAB)

[dreamsover]

Thank you very much! Just wrote to the Resolver with evidence - the deposit receipt and bank statement for the past 10 days. Also wrote to the o2 e-mail address because as I've said, everytime I call them they make excuses and offer no real solutions. 

[jonsie]

Good luck and I'm sure Resolver will get you the refund. I would be asking O2 for some form of goodwill gesture for your time and stress.

EDIT spelling

[dreamsover]

Thank you! I've just contacted the citizens advice for my area , as adviced above, and described the problem there as well.

[EmilieT]

Hi @dreamsover, sorry to hear that you've had such a poor experience with this deposit refund I'm sending you a PM now to get a bit more details and see if we can speed things up from our end!

[dreamsover]

Thank you Emilie, I really appreciate this!

On the subject, I was told that it can take up to 15 days. It is working day number 15 and I still haven't got any deposit back, no outstanding orders on my bank account.

They are lying to me all the time and I think it is a tactic to make me quit.

[dreamsover]

Working day number 19, still no deposit back.....

[Cleoriff]

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@dreamsover wrote:

Working day number 19, still no deposit back.....

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@dreamsoverI will call @EmilieT back to the thread. Hopefully she will be able to see what's going on. This has gone beyond a joke now.