Returning item

[Mary29]

I returned item before 14 days changed your mind policy but the problem is they still pushing me to pay for it , they did not cancel my loan device even it’s already returned. I call the costumer service many times but still  I recieved loads of letter that I need to pay for the device. Any one could help me. Thanks

[MI5]

@Mary29 

You can get in touch with Payment Management team on 0800 902 0217 who’ll find a solution that’s right for you.
Payment Management opening hours:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[pgn]

Only advice from this side, with no access to your account, @Mary29 is 

contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255.

[Oxonian]

Did this sort itself out @Mary29 ?

[Mary29]

No it’s has been not removed the airtime charged…even the monthly bill is the same even I already return the item. It’s been 3 months now…

[Mary29]

It’s has been 3 months now that the o2 didn’t removed the device loan…I’ve been contacting them loads of times but they still not resolved it… 

[Oxonian]

@Mary29 

If this has been going on for three months with no sign of resolution, it is probably time for you to consider making a formal complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Please see Resolver, which is noted in the first link. They have a reputation for facilitating satisfactory outcomes. 

A formal complaint typically takes eight weeks to finalise. 

Please keep us updated on developments.