Return & Refund Problems

[Anonymous]

I have spent the past 2 days on Live Chat and on the phone trying to find out if a returned handset had been received. This has taken several attempts however I have now been assured that the handset has been received.

The hard bit is trying to get the line associated with the return cancelled and a refund of £159.99 for an upfront payment & security deposit put back on to my card.Every time you cantact O2 they tell you different things..

How on earth O2 keep getting awards for Customer Service is beyond me.

[adamtemp64]

Did you return it recorded delivery or standard post ?

[Anonymous]

It was returned by recorded delivery.

O2 have confirmed that they have received the returned handset. The problem is getting them to cancell the contract and issue the refund.

[adamtemp64]

Ok if you get no joy from customer services lodge a formal complaint as described here http://www.o2.co.uk/how-to-complain the resolver method seams to get fast results

[Cleoriff]

@AnonymousMore info  on returned devices here http://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy

[MI5]

It usually takes about a week to scan the phone back in then another week to clear your account then 2 weeks for the refund to reach your bank account.
So should all be sorted in about a months time!

[Cleoriff]

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@MI5 wrote:
It usually takes about a week to scan the phone back in then another week to clear your account then 2 weeks for the refund to reach your bank account.
So should all be sorted in about a months time!

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Golly. A very 'quick' turnaround...:smileywink:

[MI5]

Standard innit!

[Anonymous]

I tried a different approach and contacted O2 via twitter. I was provided with "Live Chat" link to the O2  social media team.

After having to explain everything again and then waiting 15 minutes I finally think everything is now sorted, thanks to Leanne.

Okay, so the phone had been marked as returned which it should be. However the account was still active, the order has now been cancelled which apparently will now trigger the refund and close the device plan and I should get the refund back within 7 days.

So, after 2 days of live chat,  phone calls, goung round in circles, being passed to different departments and being told many different things I think I have made a breakthrough.