Paid O2 refresh fee, still being billed on old Tariff

[Anonymous]

Hi,

On 22 Sept I paid the Refresh fee to upgrade to an Iphone 6 and change contract. I was under the impression this Refresh fee would be paying of the remainder of my old contract minus the one remaining bill I had left. I then paid my remaining bill on the 29/09. 

Since then I have been waiting for Iphone 6 to be delivered and for my new contract to begin etc. The iPhone 6 has still not arrived and thus my new contract has not started.

I have now today had another bill created on the old tariff? This is despite me paying off this old tariff when I paid the Refresh fee. Surely I wouldn't need to pay for this month again? (with the exception of any additional charges outside of the normal bill amount) 

I am finding this very confusing and I still believe this bill must have been created in error. The 202 line were not helpful at all and were unable to explain what was happpening. 

Any ideas? Thanks

[Anonymous]

Hi

Anything overpaid etc will be returned to you I'm sure. If you phone 202 again they will clarify the situation after looking at your account. It can sometimes depend in which agent you speak to as some are more knowledgeable than others.

We cannot as we are customers like you.

If you get no satisfaction then try http://www.o2.co.uk/how-to-complain/complain but you could be waiting up to 28 days for a response.

[Anonymous]

Thanks for your reply, I called 202 and spent 35 minutes on the phone with them. The operator had no idea but could not provide a solution.

[Anonymous]

It can sometimes depend on which agent you speak to as some are more knowledgeable than others.

[jonsie]

Until the new phone arrives it would seem that you are being billed for the previous contract as they will assume you will still be using your old phone and sim. The contract should switch once the new phone arrives. If you've used the speed to refresh though you should only be billed for airtime.

As we can't see accounts on here you need to sort this out with customer service.

[MI5]

Your old tariff has to continue or else your phone will be cut off.
As you are billed a month in advance you have now entered another bill cycle and have been billed.
Once your new phone arrives it will transfer across with no additional costs.

[Anonymous]

I see what you are saying, however I paid the refresh fee which I thought would be paying off the remainder of this contract? If I was to continue to be billed for it, I would seem to be paying for the came month twice? 

[jonsie]

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@MI5 wrote:
Your old tariff has to continue or else your phone will be cut off.
As you are billed a month in advance you have now entered another bill cycle and have been billed.
Once your new phone arrives it will transfer across with no additional costs.

---

My thoughts too, which wasn't explained as well as your post @MI5 

[jonsie]

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@jonsie wrote:

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@MI5 wrote:
Your old tariff has to continue or else your phone will be cut off.
As you are billed a month in advance you have now entered another bill cycle and have been billed.
Once your new phone arrives it will transfer across with no additional costs.

---

My thoughts too, which wasn't explained as well as your post @MI5 

---

Are you still using the old phone and sim?

[Anonymous]

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@jonsie wrote:

---

@jonsie wrote:

---

@MI5 wrote:
Your old tariff has to continue or else your phone will be cut off.
As you are billed a month in advance you have now entered another bill cycle and have been billed.
Once your new phone arrives it will transfer across with no additional costs.

---

My thoughts too, which wasn't explained as well as your post @MI5 

---

Are you still using the old phone and sim?

---

Yes I am still using the phone. Thank you very much for your opinions. My only issue is that with the Refresh fee being paid I would have thought this would have been the remainder of the contract, so any charges I have now should be anything extra outside of the normal contract amount. It does still seem like I would be paying for the same months twice otherwise.