Still waiting for a refund 186£

[Anonymous]

Hey guys, i had a 12months contract on O2 but because of poor signal in my area i decided to close my account so i did at the end of the billing month in Mar2012, i did this at the O2 Sttore in central Bath, 14 St Lawrence Street. The guys in the store told me that the my account was successfully closed so i did not worried about, after few months i came back from holyday i realised that O2 is stil lcharging me the 15.50£/Month, so i went back to the store, they sent me to the online customer service, i had a conversation with David

His answer after one year of my request was:

"I have checked the account and can confirm it is closed and there is a – figure on the account which means it is in credit ,

if you go to this link you can request it back to your account the link is www.o2.co.uk/finalbillrefund   "

and this is what i have recived ...

09 Jul

CR

TELEFONICA UK

3.09

and still trying to contact them but no answer. .any help?

Thank you!

[perksie · Accepted solution]

I have asked for the personal and staff details to be removed as this is a public forum.

If you look in "Contact us" at the bottom of the page you will find the details.

[jonsie]

You do really need to speak with customer service rather than online chat for account related problems.

Of you still have problems then escalate by following the complaint procedure here :

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

[gemz4the1]

Sorry but all I could advise is where the other members have mentioned.

You have the following options:-

1) Click on the 'contact' link and call, email or do a live chat with an O2 advisor (members on here are not O2 staff, we are all fellow O2 customers).

2) Pop into your local O2 store again and explain the situation and they may be able to help you or they can at least assist you with your chat with O2 customer services.

I hope that you can get this sorted ASAP.

[Anonymous]

The best idea is to give customer services a call.  It's a bit of a difficult one though.

Not that you're meant to know better, but the store can't cancel an account for you and it's very easy for them to deny speaking to you about cancelling.   The only way to cancel an account is via online chat / over the phone with O2. 

The problem from customer service's side will be that there isn't any proof that you had a conversation with anyone from O2 about cancelling your account. They will look to see if there has been any usage during the time you said you had stopped using the service with O2.

They might decide to offer you something as a goodwill gesture, but it's unlikely that they'll offer to give you back all of the line rental over that time, as they won't have any proof of your conversation in store. 

[gemz4the1]

I agree Pablo.

Anything can be said in store and there is nothing to prove exactly what was said.

If you have a livechat with O2 please make sure that you select to have the chat emailed to you.  (press the envelope icon and insert your email address and the chat will be sent to you when the conversation has finished)

[Bambino]

Why did the OP not check their account for a few months, go on holiday, and then take nine months from the time the account was canceled to post a question here?

[gemz4the1]

Bambino I guess the OP trusted that the people in the O2 store would cancel their account and they had no reason to think that the account wouldn't be cancelled. 

[Bambino]

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@gemz4the1 wrote:

Bambino I guess the OP trusted that the people in the O2 store would cancel their account and they had no reason to think that the account wouldn't be cancelled. 

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Possibly, but how many months do you go without checking your bank statements?

[Anonymous]

You'd be surprised, Bambino.  Pretty common occurence, and of course the account holders never take any responsibility for the error.