Security Deposit Refund for Returned Handset

[Anonymous]

On the 12th May I ordered a Samsung Galaxy S6.

I had to pay a £49.99 upfromt payment and in addition 02 wanted a £350.00 security deposit, which I paid.

I then decided that I did not want the handset or contract so on the 18th May I returned the device to 02, unused and still sealed within the 14 day cooling off period.

On the 27th May I received an email from 02 saying  "We have refunded the charge today onto your payment card".

Upon checking my bank statement I noticed the 02 had only refunded the £49.99 upfront payment and not the £350.00 security deposit so I contacted 02 and was told that I will receive the £350.00 within 10 days, however I was still baffled as to why it wasn't returned with the £49.99.

After waiting a few days the £350.00 had still not been refunded and in addition 02 had taken a further £24.80 Initial payment by direct debit. I then used the live chat a couple of times and was told not to worry the £350.00 refund had been processed and will be in my bank in 5 days.

5 days later and still no £350.00 refund so I rany 02 and they are now telling me that I will receive my £350.00 refund 10 working days after the disconnection date which was the 8th June.  

I am sick of banging my head against the wall and being told something different every time I contact 02. Absolute disgrace and dreadfull customer services from 02.

[Cleoriff]

Quick to take your money immediately....grind to a halt when it comes to refunding it. The OP has my full sympathy. He has followed every route available (and more than many) and still hasn't had his money paid back. Not wishing to be overly dramatic but some people can't afford to wait for £350 to be refunded at O2's leisure.....

[Anonymous]

It annoys me that they were able to promptly refund the £49.99 upfront payment and not the £350.00 security depost.

Why couldn't they have refunded both at the same time?

And whenever you use Web Chat they always say don't worry as I will receive my £350.00 at the earliest convenience.

As for following the 02 complaints procedure before court action, this is incorrect as 02 will either have to pay or defend the action, 02 have NO defence.

You only have to exhaust complaints procedures if you are making a complaint to an Ombudsman or any other regulatory body.

You can take court action against someone who owes you money.

[Anonymous]

It'll get returned within 14 days

[Anonymous]

5 days, 10 days, 14 days or 21 days.... it's the 02 security deposit refund lottery....

[Anonymous]

They require this incase you don't have a great credit history

[Anonymous]

EE didn't ask for a security deposit!

Good credit or bad credit does not give 02 any reason or right not to refund the security deposit if you return your handset unused, unopened and within the 14 day cooling off period.

[Anonymous]

It needs to go into the system to be sorted

[jonsie]

You have my sympathy. Quick to take but so so slow, almost reticent, to refund a customer his money.

[Anonymous]

It needs to go in the system!!!!

It's been in the system for the last few weeks!!! Are 02 still using steam power???

[Cleoriff]

Hi @Anonymous

I agree with you totally. It IS in the system. Ordered on the 12th May. Returned 18th May (well within cooling off period)...O2 refunded £49.99 upfront cost on the 27th May....and 18 days after that... you are still waiting for your £350 security deposit...Something very wrong with O2's 'systems' in my honest opinion. There is absolutely no excuse....(whatever anyone says)