O2 refresh and airtime agreement charges.

[Anonymous]

Hello,

Last month I bought an iphone 5s on the refresh plan. Once I recieved the phone I called up and paid off the device plan. At the same time I asked for the airtime agreement to be cancelled. The bloke on the phone said it would be cancelled in a months time and at that point I could claim back any unused airtime charges.

I have had another bill sent to me today. Been on chat and I've had to ask for the airtime agreement to be cancelled as it hadn't been done. Was then put through to finance who just kept saying i'd served the cancellation period and a final bill will be generated soon. My point to him though was I shouldn't have ever been charged a bill as I requested for the airtime to be cancelled on day one, yet it wasn't carried out. I've now had 2 bills with a final bill due soon, can anyone suggest what I should do please?

[PhoneDoc]

Welcome to the community @Anonymous. Have you spoken to customer services over the phone about this?

[PhoneChanger · Accepted solution]

@Anonymous you will need to have given 30 days notice for account closure, so you cannot join Refresh, cancel the airtime on day one and expect to pay nothing. Unless you are taking your number over to another network you would always be charged 30 days worth of service (this is in the T&C's).

If you used a PAC code to take your number to another provider than this terminates your account on the day the number move is processed (which can be within the 30 days, and in which case you would be charged an amount up to the date of the number move).

So 1 months charge is probably correct in this element.

[Curr946]

It's my understanding you must pay for the 30 day notice period, whether used or not. The only exception would be a return.

[Cleoriff]

You will be charged for a month. As PhoneChanger says you cannot cancel a contract after a day and expect no charges. A month in lieu is usually a requirement.

Info on cancellation here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/hig...

And Refresh here https://community.o2.co.uk/t5/Discussions-Feedback/A-Guide-To-O2-Refresh/td-p/877701

[Anonymous]

It's all perfectly normal & this was effectively you giving notice that it would end 

[Bambino]

Someone trying to use the system to beat it and got caught out.

[Anonymous]

Hi, I haven't spoken to customer services over the phone yet. I used chat this morning to once again request my airtime agreement was cancelled. They then passed me through to the finance people. Do you suggest I call?

[Bambino]

Live Chat is not reliable when it comes to account issues. We always suggest calling.

[Anonymous]

Never use chat for account issues. They are best for low level enquiry