Still being charged for cancelled line

[Anonymous]

I upgraded my phone, was sent a broken phone. They organised a door step exchange, that was also broken. I ended up doing an additional line in store for a different phone.

I cancelled and returned the broken phone, they confirmed it was returned and cancelled. I was then billed still, I called and was told I would be refunded and again they confirmed it was cancelled and had been received. That was about two weeks ago. Still no refund.

I've now had this months bill sent through and surprise surprise I've been charged for the old line again. Unfortunately with how it's set up if I don't pay it (due in two weeks) then they cut off my new phone!

Any ideas who I need to talk to. I'm not even bothered about some huge amount of compensation or anything like that. I just want it cancelled, my phone bill fixed and my refund. An apology would be appreciated if possible.

Because of certain issues I really struggle with phone calls and have already made 8 phone calls to try and resolve it. I don't want to do anymore if I can help it.

[Anonymous]

@Anonymous I can only suggest raising a complaint using resolver

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

https://www.resolver.co.uk/companies/o2-complaints

[MI5]

It really is best to call and talk to customer service to get these kind of issues resolved.
Have you got someone else who could call for you?
Once you have passed security checks and given your consent, anyone else can continue the call.

[jonsie]

These things certainly drag on with O2 both ordering online and returning a phone.... both so stressful.

Call again and insist someone takes ownership or as suggested, get a friend to take over the call after passing security. The tone of the call needs to be polite but firm. The money is yours and needs to be returned now. Don't be put off and accept their 7-10 working days to do this. 

[Anonymous]

Thank you. I've sent a message through resolver detailing all the issues and received their standard message saying they will respond within five days but they may need to call me. I'm not sure which number they will call as it's to do with my cancelled line which obviously I have no access to.

Will this be a problem? Or will they just contact through resolver as I would rather keep it all in writing. As while they record their calls it becomes my word against theirs really.

[jonsie]

They should try via any of the contract details they have. Good luck. 

[MercedesS]

Hello @Anonymous,

We are sorry to hear about your bad experience. Let's know how it goes just in case there's anything else we can do to help out. 

And Thanks to everyone for the help!