Why won't 02 take ownership of refund problem

[Anonymous]

As off today (26/10) it has been 27 days since I rejected a Samsung phone through click and click. The parcel was rejected immediately I recieved it and returned unopen. It should have been a simple  reverse transaction back to my credit card. What is the problem 02? The Customer Service have different passwords to what I use but will not speak to me. This of course is not relevant as it am asking for the money to be paid into the account that I used to buy it!

I am now filling in a form at UK gov to make a debt claim. As anyone had success with this method?

[PhoneChanger]

@Anonymous O2 customer service cannot deal with you if you are unable to pass the security questions on your account. They will need to be able to verify that it is you they are talking to before they can discuss anything. This is simple data protection.

Ask them for alternative questions as they should have other ones registered if you forget your password

[Anonymous]

This reply is not relevant. I bought a phone using my credit card and immediately rejected that phone. The money should have been AUTOMATICALLY refunded.  The password issue is a seperate matter as it simply stops me speaking to the non-customer services. 

[PhoneChanger]

@Anonymous we are all customers here, and I am only trying to help.

Your assuming that just because the phone has been rejected on delivery that O2 have assumed that this means your cancelling your agreement and want a refund.

This may not be the case, for all you know the delivery agent may have kept to phone, not returned it, lost it, etc. There are numerous other things that could have happened to prevent them from providing you with a refund, least of all no communication from yourself as to why the phone was rejected.

The best way to secure your refund is to speak with O2, and the only way to do this will be to get through the security questions.

[MI5]

You need to speak to CS mate
http://www.o2.co.uk/contactus

[Anonymous]

Just to clarify 1. The phone was rejected in a 02 offical shop. At the time I spoke not just to the Manager but also on the phone to area manager. 2. You talk about 'sort out the security question' what do you thing I have been trying to do for the past 4 weeks! 

I refer to my original comment. Has anyone had experience of a small claims court and 02?

[MI5]

Not personally but you should probably follow the complaints route first?
The process is on the link I gave you above.

[Cleoriff]

I have never had experience of making a debt claim via UK Gov @Anonymous. However from experience, I expect they will need to know you have followed the correct procedure from the company you are claiming from ie O2.

Follow the info from @MI5 and make a complaint.

[MI5]

Thought so.....

[Cleoriff]

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@MI5 wrote:
Thought so.....

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I can offer 'the correct advice' when pushed :smileytongue:...though I was actually more interested in the issue of making a claim via UK.Gov as I have never heard of that method at all