Unauthorised money from my account

[Lisa10]

Good morning,
If any one is experiencing the same problem O2 are and have been saying I'm due them money, silly amount like £505.07 at one point it was as high as £800.00.
I have had to go through all the motion for example, complaining to my bank for letting them take unauthorised money from my account, complain verbally to O2, email O2 complaints team (which I have had a reply from) but with no good or satisfactory result, however I was told I would have.
Now I am in contact with a company called 'resolver' but I feel they haven't even read my email as I have had no email of acknowledgement, so now I will be email and dealing with ombudsman.
I am sick of O2 I have been a long O2 customer and only this year I have had problems with them which has been enough for me to consider not renewing my contract. In fact I know I won't. All together in the last 3 months O2 have taken £1,107.84 from my account. My monthly bill is usually only around £70, can I also just add that I have been restricted from making and receiving calls for the past few weeks (5-6 weeks) I only got my phone reconnected at the start of this week when O2 claimed in an email they were at fault, yet I have not yet received my refund and I am still being charged daily from my bank account for being overdrawn.

O2 are a joke. I for one have had enough.

[Cleoriff]

@Lisa10Have you responded to @Martin-O2's private message yet?

https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Unauthorised-money-from-my-account/m-p/1090094/...

Check the envelope icon top right hand side of the page. If you have a PM (unread) it will say 1 unread message...

@Martin-O2is a community manager and has offered to try and help you get this issue resolved...

[Lisa10]

My o2 app is showing - £495.26 but also showing adjustment of - £1044.57 what does this mean also says VAT -£1007.70
Can anyone help

[Lisa10]

Oh and I am they same person that O2 have been taking money out my bank account willy nilly....! It's still not resolved and I've now had to take this to my solicitor, watch Dog and ombudsman.
Shocking way to treat a customer of 9 years.

[Cleoriff]

@Lisa10If you have a minus sign next to your balance this usually mean you are in credit....

Give customer services a call to discuss it further https://www.o2.co.uk/contactus

Edited to add...my bill is showing -£61...this means I am in credit to that amount

[Lisa10]

@Cleoriff O2 are due me over £2,000??

[viridis]

Well those amounts if all negative is a credit of about £2550

[Cleoriff]

@Lisa10I honestly have no idea about your personal account. We are just customers like yourself and have no access to your account details at all. I was simply explaining what a minus sign means in your billing.

You must contact customer services in the link I have given. They will provide you with a full explanation....

[Lisa10]

@Cleoriff this has been on going for 3 months I have went to my solicitor and watch dog plus a company called resolver. I have continually called O2, O2 community called me the other day and said they have never witnessed such a bad state of account ever. They keep taking g money from account. So someone isn't doing there job correctly. I have also called up twice with my card number and expiry date to receive the refund and it's nit gone in due to them saying they can't until my new data is through which is today and those sums above is what my new data is showing. I have requested a call back from 'Richard Cullen' if he doesn't call soon. I will be forced to inform my solicitor again due to failure of follow up. Then Richard and O2 can deal with my solicitor.
This is getting way out of hand and to me it could have been sorted ages ago.

I have called and emailed all relevant people with still no satisfaction, I have received emails stating I do this that and the other, which I have with still not solution. O2 have disappointed me so much.
Thanks

[Cleoriff]

We can only advise here @Lisa10

You could google the O2 CEO address (we can't give it here) Email him and see if you have any luck from that department..

[Lisa10]

@Cleoriff I have now emailed Mark evans at ceo, with all relevant information. If he doesn't respond. Then it looks like it will be a formal solicitor letter.
I am left with no other option.

Thank you
For you help and guidance