promised a refund 1 month ago which i havent recieved

18-09-2017 11:03 - edited 18-09-2017 11:04
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18-09-2017 11:03 - edited 18-09-2017 11:04
a month ago i upgraded my phone contract, i did this over the phone and as part of the agreement for my upgrade i was told that o2 would pay off the remainder of my old contract, this was on the friday afternoon and i had a payment for £72 due to come out on the monday, i was told because of the timing id have to pay this £72 but that i would get it refunded to my account. I waited approximately 14 working days before calling them on friday 8/9/17 to chase my refund, i was then told my refund request had been rejected to which i was very shocked as i had been told by an o2 employee i would be refunded, never at any point was i told id have to request a refund and see if it was granted. I was then told by the o2 employee i spoke to that day that she would chase this up for me and call me back the following friday (15/9/17) and guess what? no phone call ive heard nothing from them. i am yet to call them back because i wanted to see if anybody else has ever experienced this any help would be appreciated
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on 18-09-2017 11:29
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on 18-09-2017 11:29
Rarely do the normal Customer Services call back, I don't believe they have that capability with the phone system they use.....you need to chase it
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on 18-09-2017 12:04
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on 18-09-2017 12:04
If chasing up customer services doesn't get the result you want then make a complaint here https://www.o2.co.uk/how-to-complain Using Resolver in the link appears to get the best results https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...
Veritas Numquam Perit
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on 18-09-2017 19:27
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on 18-09-2017 19:27
@Beenherebefore wrote:Rarely do the normal Customer Services call back, I don't believe they have that capability with the phone system they use.....you need to chase it
They certainly do have the facility in the UK but for obvious reasons I doubt overseas advisers have the same systems. Previously, any outbound calls were monitored.
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on 18-09-2017 21:51
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on 18-09-2017 21:51
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on 18-09-2017 21:58
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on 18-09-2017 21:58
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 19-09-2017 13:50
Hi @Anonymous, welcome to our forum! Sorry to hear that you hadn't received the refund in time. I'm going to drop you a quick PM (Private Message) shortly to discuss in more detail to see if we can help in any way!

