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Security Deposit Refund for Returned Handset

Anonymous
Not applicable

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.

 

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perksie
Level 69: Guiding Light
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A bit of a wait but O2 have done as they said and I'm pleased you are now back to normal. slight_smile

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jonsie
Level 94: Supreme
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Glad at long last you have your money back in your account. I think I would share your reluctance to pay with more money to o2 given your experience. 

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