Hello all,
I'm at my wit's end with an issue here so I'm hoping one of the account advisors on here can maybe help me.
On 10 September, I purchased a Galaxy Watch 5 on a pay monthly contract from a O2 Manchester Market Street. After having an allergic reaction to the watch, I decided to return it on 20 September and returned it that same day to a different (although also owned by O2) store - O2 Liverpool One, to which the staff were happy to assist. When the staff member tried to request cancellation of my contract, Evolution (the till system) threw an error and didn't allow her to cancel it. As such, she called retail support and had them cancel the contract for me and I thought all was well.
However, on September 26, I received a letter with a notice of enforcement and termination, stating I owed O2 an excess of £342 - the full balance of the watch. It turned out that retail support only cancelled the airtime portion of my contract and did not cancel the CCA.
I then went to the store on that same day, and the staff member who assisted me called customer service, who assured me that this letter was sent in error, and all would be well on my next bill date (October 3). October 3 rolls around, and upon checking my CCAs in My O2, the loan is still active. So I went back to the store for a third time, and the lady in the store tried very hard to help me. First, she called retail support who promptly told her that the people in store didn't cancel my order properly, and then hung up on her. She then tried to cancel my order, just as the first person who ever assisted me did, only to be met with the same error preventing her from doing so. She then called customer service, who submitted a form and told me that all would be well within three working days, and I would receive an SMS message when my loan was cancelled.
Lo and behold, there has been no SMS, and my CCA is still active as I write this message. I intend to go to the store tomorrow, but if someone on this forum would be able to get me in touch with someone who can actually help, it would be much appreciated. As it stands, I am being charged the full sum of an amount for an item that I do not have any more, that I returned well within my cooling off period.
It is O2's responsibility to make sure that they are a responsible lender in the eyes of the FCA, and this is certainly not demonstrating that they are a responsible lender, so I shall be contacting the FCA should this payment be debited from my account.
Before that though, if anyone is able to assist me with this matter it would be much appreciated.
Thank you in advance!
