Termination Fees

[Willjones88]

I recently ported out of o2 due to the price increase. I received an email to say that because of these increases I was able to leave without any termination fees. My account is an airtime plan and a refresh. When I received my final bill , I was shocked to see that I had been charged £880 in termination fees. I rang up o2 and after explaining the situation my account was credited with the same amount. As the cited was added in a new billing cycle, I was told I had to clear the balance first and once the new bill was generated with the credit applied would show that a refund was due. I was told that if I didn’t settle this months bill then my my account could be subject to a late payment fee and impact in my credit score. Can someone advise me further on this please.

[MI5]

@Willjones88 

If as you are on a refresh plan, you still have to pay off the device plan element of your bill.

[Willjones88]

My account isn’t a refresh tarrif. I queried the charges and they have added credit to my account of the same amount. My issue is that I have to settle this £880 payment myself for it to then refunded once the next bill is generated

[MI5]

You said it was refresh in your first post?
Either way, you'll need to pay it even if it is refunded later.

[Willjones88]

My error it’s meant to say it’s an airtime plan and not a refresh.
The expectation that I pay this amount due to o2 adding the termination fees in error isn’t right though is it? I physically can’t afford an to pay the £880 bill.

[MI5 · Accepted solution]

@Willjones88 

I'd call payment management and see if they will defer payment for you.

Their number in this guide Guide: Coronavirus Community Help and Support 

[Willjones88]

Thanks for the advice
If payment was deferred, by the time the next bill is generated, it should show a zero balance because of the credit on the account?

[MI5]

That's what I'm thinking, yes...