Getting nowhere. Which O2 department do I speak to who can contact my bank regarding a transaction?

[Topeka]

Having an absolute nightmare trying to deal with O2 about this. I've spoken to about 10 different people on the phone after spending 5 minutes getting through the automated menus, the call centre agents don't know what I'm talking about or don't know who to put me through to. A few have said it's the 'Payment Management Team' but whenever I'm put through to them they say it's customer services and neither are willing to help!

Anyway.

Who do I speak to in order for someone from O2 to send an email to my bank confirming a cancelled transaction. I need the money back as soon as possible. My bank say that O2 can email them with certain details (transaction ID etc) to confirm it is cancelled and the bank can manually cancel it on their end.

In other words, I need someone from O2 who has the authority/ability to send details of my transaction to my bank. Nobody seems willing to help or knows who to put me through to. I must have spent 5 hours on the phone and have got nowhere.

Is there a phone number or email address? The 'Payment Management Team' number on the O2 website diverts to a Pay As You Go topup line (this was a Pay Monthly purchase), and when I've got through to that team through customer services they say they can't help.

Any ideas?

Genuinely the worst customer service experience of my life.

[madasaf1sh]

@Topeka 

You need to ask customer services, and they should be able to provide one to you, although they are under no obligation to you, as it is up to your bank to drop the funds back into your account.  

Best thing to do is call 0344 809 0202 and speak to customer services. 

Bare in mind the likes of Monzo and Starling will ask you to wait I think its upto 7 days before they will reverse it for you, as o2 can still claim the money for upto 30 days if the auth code is presented. 

[Topeka]

@madasaf1sh I've spoken to customer services literally 10 times. 

As I said, they don't know what I'm asking them to do, or they put me through to the Payment Management Team who say they can't do what I'm asking and say it's a customer service thing. If customer services can't help or don't know who to put me through to then I'm stuck.

Do you know of a specific department I should be asking for?

Amazing how poor O2 have been. No cancelled order email, customer service agents lacking knowledge, being given different answers every time.

Just to be clear, O2 haven't taken payment, it was a pending amount that was cancelled so it's not a refund from O2, it's just wait for the time limit to expire. My bank say 7 days but only O2 can confirm to Nationwide that it is cancelled so that I can get the funds back quicker.

[Enlli]

@O2Lisa

Can you help on this one? Seems customer has done all the right things

[Cleoriff]

@Topeka 

I'll ask @O2Sarah- if she can help.

[O2Sarah-]

Thanks for the tag @Cleoriff 

@Topeka I will send you a Private message so we can check on this payment for you. 

[Topeka]

Thanks @O2Sarah- 

[O2Lisa]

Morning @Enlli, sorry for the late reply I’ve been on annual leave. 
@Topeka I hope everything’s sorted for you now☺️