Refund after double payment

[Anonymous]

Right guys

I paid over the phone on my contract and didnt realise that theyre taking money off of me too (direct debit) It was meant to of been back in my bank by now, instead this has screwed me over and ive had to take out loans that shouldnt of even happened. Does anyone have any suggestions or idead about this, every time i ring up they tell me 5 days.

[adamtemp64 · Accepted solution]

raise a formal complaint using the links on the o2 home page how to complain use the impartial review service

http://www.o2.co.uk/support/consumer-and-complaints-code-of-practice

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref(user):str(RelatedHe...

[Anonymous]

Try speaking to your bank as they can trace and track movements to and from your bank account.

[jonsie]

Call 202 again and ask to escalate the call to a manager. They should be able to action a quicker payment to your bank account. Bear in mind that initially O2 were not at fault as they set up a direct debit for you to pay your bill. The double payment in all honesty was your own error.

[Anonymous]

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@jonsie wrote:

Bear in mind that initially O2 were not at fault as they set up a direct debit for you to pay your bill. The double payment in all honesty was your own error.

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^^^^^^ This!

O2 have done as you asked them, and taken a second payment from you. Wether they needed to or not is a different matter, but you could have checked your My O2 to see if a direct debit/bank details were in place before calling to make a payment...or even have asked the customer services rep on the phone if a direct debit was in place.

[Anonymous]

Okay, let me clear a few things up-
Firstly I know its my fault, thats not what the post is about.
Secondly, the only reason I have made this fault is lack of information, plus a muddle up on their part in the first place (DD got 'cancelled' but they didnt actually cancel it) 
Thirdly, I have complained and spoken to a manager already twice, so I'm stumped.

[jonsie]

Unfortunate set of circumstances but from experience, you need to keep at them to get the money back quickly. They take it in an instant but it can be a devil of a job to get it back within acceptable timescales. Me?...I would be calling them every day until the money was back in my account.

Good luck and let us know how you get on and when you finally have your refund.

[perksie]

Edited by me.