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Registered: ‎30-03-2020
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Upfront payment taken even though I never finished the upgrade

Hi, I was recently looking to upgrade, I got as far as choosing the phone, the plan and accessories, I put all my details in and card details but never signed the contract nor agree to any terms as I came to think I dont really need a new phone, upon checking my online banking I seen a payment for £29.99 02 online upgrade slough, now surely that cant be right taking the payment without finalizing the deal?
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Posts: 86,633
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Registered: ‎14-01-2013

Re: Upfront payment taken even though I never finished the upgrade

[ Edited ]

Hi @Law 

By reading the details of contract means you agreed to it. That's why  money has been taken from your bank

You will have to return it under the 14 day change of mind policy https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy 

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Posts: 100,459
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Registered: ‎04-04-2012

Re: Upfront payment taken even though I never finished the upgrade

@Law 

Your money is only held in a shadow account until the purchase is completed, it is only then that O2 take the money.

If it is not completed, the money will be returned to your cleared funds in 4 to 5 days.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
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Registered: ‎30-03-2020

Re: Upfront payment taken even though I never finished the upgrade

Hi, cleoriff, I didnt tick the box and agree to it, I cant return anything because I haven't ordered anything, I have looked at my 02 account and there is nothing when i click on upgrade, it tell me I started an upgrade why not finish it now so clearly Its not finalized
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Posts: 86,633
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Registered: ‎14-01-2013

Re: Upfront payment taken even though I never finished the upgrade

Ok then as @MI5  said they have simply reserved the money in your bank. You will get it refunded after 4-5 days

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Re: Upfront payment taken even though I never finished the upgrade

The funds will be available again in your account in 4/5 days. The money has been reserved by your bank and not taken.

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Registered: ‎30-03-2020

Re: Upfront payment taken even though I never finished the upgrade

Hi M15, thanks your for reply, that puts my mind at ease knowing I haven't finished it so it should go back to my bank account, will this be done automatically or have I ti speak to an advisor because this is incredibly hard given the circumstances the world is going through, thanks again
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Posts: 100,459
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Registered: ‎04-04-2012

Re: Upfront payment taken even though I never finished the upgrade

thumbsup

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 100,459
Topics: 546
Solutions: 12,766
Registered: ‎04-04-2012

Re: Upfront payment taken even though I never finished the upgrade

@Law 

O2 don't have it so can't return it.

Your bank will release the funds automatically.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)