Shocking customer service and incompetent billing and refund processes

[Anonymous]

Ordered a pre-sale handset on 31/3/16 (order number MS-306039508).
Contacted O2 to say I wanted to cancel the order as I'd found an alternative elsewhere.
Advised to not collect it and phone would be returned and upfront payment of £79.00 refunded.
Recived email stating upcoming bill due.
Contacted O2 to say phone never collected.
Assured that no payment would be taken and handset cost would be refunded in 7 days.
Charged for 2 months line rental and no refund for handset.
Contacted O2 bi-weekly between June and August and each time was assured a refund would occur.
Received refunds for line rental error charge but no refund for handset.
Still no refund for handset despite being assured it would be made by yesterday (call from 25/08/16).
O2 'can't find a record' of my previous phone call on call 02/09/16.

Complaint made to OFCOM and if unresolved in 5 days will be making a claim to the small claims court, with fees and costs for inconvenience.

[MI5 · Accepted solution]

I'm in support of your motives but you should know that OFCOM won't be interested.
The correct complaints process is here and it is the Ombudsman that you should escalate it to if the complaints process fails http://www.o2.co.uk/how-to-complain
You can also email the CEO, Mark Evans, his email address is on Google.

[Anonymous]

Use this to complain. OFCOM won't look at single incidences

http://www.o2.co.uk/how-to-complain

[Anonymous]

Thanks for the help.

I'll call the Ombusdman and email the CEO now as suggested.

[MI5]

Let us know how it works out for you please.