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.

[perksie]

Weren't you told you would get it by the 18th June?

[Anonymous]

No, I have been given different timeframes every time I have contacted 02.

Before today's contact I was told that the refund was processed on the 8th June, however today I was told it was processed on the 11th.

[gindygoo]

@Toby there I've m mentioned our community manager, I'm really hoping that he gets in touch with you to help sort this once and for all.

Charlie.

[jonsie]

I don't think he needs to get involved unless the promised payment doesn't arrive again. 

[Anonymous]

UPDATE

Received a letter this afternoon from Telefonica dated12/06/2015.

Dear Kerfuffle

On closing your account we noticed that a refund is due back to you. The payment will be paid into your bank account and normally takes 3 days.

Yours Faithfully

Telefonica UK

[MI5]

The wheels of O2 don't grind all that quickly......

[Cleoriff]

Great news @Anonymous...so that should be tomorrow at the latest then?

[jonsie]

Happy days then....

[perksie]

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@MI5 wrote:
The wheels of O2 don't grind all that quickly......

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Normal for O2 and many more companies I guess, no question they wouldn't return it.

[MI5]

Indeed, it always works out, eventually.....