why have O2 been charging me for a contract I cancelled 6 months ago?

[Moaning_old_git]

Last year I learned that Talk Talk were no longer providing a mobile phone service. They were offering their customers what they called a good deal to change to O2. Talk Talk transfered my call to O2 and I agreed to change and we discussed a contract which I accepted. I tried to set up a my O2 account without success, even trying to reset the password didn't work. I did some research that evening and found O2 had lied to me and deceived me to get me to accept a more expensive contract. The next day I phoned and cancelled the contract and explained why. The person I spoke to contacted the courier and stoped delivery of the phone and cancelled the contract. I never received a phone or a sim card and was assured I wouldn't be charged anything. Problem is I've just found that O2 have been charging me for a monthly contract for the last 6 months. They've been taking the money from a direct debit set up when I took out the contract but who are they sending the bills to? I've not received one bill but they're all there in My O2, no record of any calls made or data used. My email address on the contract details but not my phone number. I've never received an O2 sim and anyway I thought it had to be activated before it could be used. I looked up the old welcome email sent by O2 back in August and by using my email address I requested a password reset which is how I can post here and view account details. So far O2 have stolen over £100 from me for an account that I was assured had been cancelled and there would be no charges. I only noticed the direct debit by accident and looked into it because I didn't recognise it. I'm furious, O2 are thieves, liars and fraudsters, direct debit now cancelled and first thing I'll be contacting the bank and O2. If you cancel a contract make sure you  cancel any direct debits and any other way they can get at your money. Also check your final payment and make sure any advance payment at the start of your contract is deducted from it. I'm with ID mobile now cheap, reliable and no problems so far.

[Cleoriff · Accepted solution]

@Moaning_old_git

You really need to contact customer services asap https://www.o2.co.uk/contactus

For your info, O2 don't send paper bills. All transactions can be found in My O2 http://www.o2.co.uk/myo2

I'm rather surprised that you have only realised this after 6 months.

Should you feel you need to make a complaint, then so so via this route https://www.o2.co.uk/how-to-complain

Process for cancelling contracts here https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

[Moaning_old_git]

Hi,

Thanks for your reply, I contacted the bank first thing and they refunded the payments as they were made by direct debit. They recommended I contact O2 to prevent problems in the future such as legal action or damage to my credit rating.

I didn't realise for 6 months because I didn't get a bill. I believe these are sent by email but I didn't get any. I only realised when I saw the direct debit in the list on my account and didn't recognise it so investigated further. 

I cancelled the contract the next day under the 14 day returns for distance selling rules. I phoned customer service and they phoned the courier and told them not to deliver the phone but to return it to O2. I never receeived a phone or a sim card and I was assured the contract had been cancelled so thought no more of it. 

I've just spoken to customer services today and it seems the contract was cancelled but they forgot to de-activate the line which is why I was billed, because the line was still active. The line has now been de-activated so hopefully no more bills. I'm hoping thats the end of it but I will be watching to make sure theres no unpaid direct debits to damage my credit rating.

There were good reasons why I didn't notice for 6 month but it concerns me that I didn't. I'll certainly be checking my accounts more carefully in future.

I don't think I'll bother to make a complaint, O2 sorted it out and apologised for the inconvenience and I'm happy it's been resolved with the minimum of fuss.

[Cleoriff]

Really good news @Moaning_old_git

O2 obviously realised they were in the wrong.

Just to reiterate though, O2 don't send emails showing your bill. They do send an email to say 'Your Bill is ready to view'...you then have to go to My O2 to check it out.

It appears you didn't even get that, so definitely an error on their part.

Anyway, pleased it's now sorted. As you say, you will double check this to make sure. Always best to do that

Welcome to the forum by the way

[MenopausalMe]

Hey, 

Thanks for sharing this. It's going to help me as I'm in a similar situation. Ordered a phone online to collect at a local store. I changed my mind about the handset. Called o2 customer services and was told I had to call the store. The reason for that is the phone was coming from their stock. Called the store, gave my details and told it was all done. Checked if I needed to do anymore and was told it was all sorted. 

Fast forward to today and a payment has been taken which after a bit off digging is for that phone. So now going to call my bank to request an indemnify claim on the payment. Then call o2 again! 

Can't believe they can charge for a phone which never had a SIM card activated. 

Fingers Crossed 🤞🏻 it's a quick fix. 

Thanks again for sharing.  

[jonsie]

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@MenopausalMe wrote:

Hey, 

Thanks for sharing this. It's going to help me as I'm in a similar situation. Ordered a phone online to collect at a local store. I changed my mind about the handset. Called o2 customer services and was told I had to call the store. The reason for that is the phone was coming from their stock. Called the store, gave my details and told it was all done. Checked if I needed to do anymore and was told it was all sorted. 

Fast forward to today and a payment has been taken which after a bit off digging is for that phone. So now going to call my bank to request an indemnify claim on the payment. Then call o2 again! 

Can't believe they can charge for a phone which never had a SIM card activated. 

Fingers Crossed 🤞🏻 it's a quick fix. 

Thanks again for sharing.  

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Good luck with this @MenopausalMe