Refund

[NathanM84]

Abit of advice really; I took out a pay monthly contract in November 25 and I have paid 3 months on time and my 4th bill was issued today. I rang up 02 who say something completely different. I have put a complaint in as from a member of 02 they advised that the refund would be available from today (25/02/2021) here is my complaint and I have also sent screenshots supporting this also;

Good Morning, I took out a pay monthly contract in November and paid a deposit of £500. I contacted a member of 02 on the 23/12/2021 who advised that the refund would be available to me once the 4th bill had been generated. Now I spoke to a member this morning on the 25/02/2021 who said something completely different.  Now I have made all payments on time and my account is fully up to date with me also paying the 4th months bill. I also have screenshots of the conversation who advised me of this. Now I would like to raise a complaint regarding this as I find this is totally unacceptable and also going off the 02 Community they have advised the same (once the 4th bill is generated the refund will be available to me) I will await your reply, Regards

[MI5 · Accepted solution]

@NathanM84 

You need to contact O2 again, the advisor is wrong.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[Anonymous]

@NathanM84 Crikey £500 is a lot of money for a deposit, Iv'e never heard anything like that before for a phone contract.

When you say that: "Now I spoke to a member [Of O2] this morning on the 25/02/2021 who said something completely different"  What did this person actually say?  

[NathanM84]

The person said that as I took the contract out on the 25th November that bill wasn't included. But I've read up on here that it's when 3 bills have been paid and the 4th bill is generated which is today.

[NathanM84]

I will ring again but doubt I will get anywhere. I'll report what was said after the phone call.

[Anonymous]

@NathanM84 Check the terms and conditions very carefully, maybe the first bill doesn't count unless a certain amount of days have passed - Hense 4 bills?

[NathanM84]

On the phone currently and the advisor says I can get it. So will keep this updated more when I'm off the phone

[NathanM84]

So yet again 02 with conflicting information

[MI5]

There isn't and never has been any mention of the first bill not being included.
The refund can be requested after 3 bills have been paid, in full and on time.
https://www.o2.co.uk/help/account-and-billing/refunds

[NathanM84]

Well I'm off the phone and the woman who was very helpful said I have paid all bills on time and she even counted so fingers crossed all goes well. But as I have a new card number she is unsure how that goes as the card number when I paid the deposit is different than my current one. She will ring back anyway so fingers crossed