02 huge debit from account ...

HAVEFAITH

Hi,

I've had an experience with 02 to share with.

1) my pay monthly 18 month contract matured in Dec 2010
2) I renewed for 24 months and then decided (within the 14 day allowed time scale to cancel
3) that was fine
4) to my horror today I find over 1k has been debited from my bank account
5) this amounts i think represents the full contract period
6) it left my account overdrawn and 2 DD's we bounced

Has anyone else experienced this and what's your story and what is the suggestion what to do next. I've been given an address of 'o2 complaint's review service' to write to in Luton

Rusty!

Renewals are often not covered by any cooling off period, as you're extending an existing agreement, not starting a new one. That could explain things.

Exhortation

You can't do anything until you've called O2 and asked why they've done it.

Silk

HAVEFAITH wrote: »

2) I renewed for 24 months and then decided (within the 14 day allowed time scale to cancel

I think that a renewed contract does not have the same cooling off period that applies to new contracts.

It may be possible to use DSR's if it was done within 7 days either over the phone or online but I'm not certain.

What reason have they given you for taking the money ???

NFH

If O2 did not give you 10 working days' notice before they took the amount from your bank account, then ask your bank for a full and immediate refund in accordance with the Direct Debit Guarantee. They should reject it as "amount not due".

corbyboy

This is from the O2 website about renewals:

What happens if I change my mind?

Once you've upgraded, if you're not happy with your phone you can return it to us within 14 days. This does not affect your statutory rights. However, if your current tariff has been withdrawn you will not be able to move back onto it, you will stay on our new tariffs.

But at the very least surely you should have got a bill before they took the payment out.

HAVEFAITH

thanks for your msg's ...

ok

1) I did cancel WITHIN the 14 day time allowance and that was accepted and confirmed by 02
2) I've spoken with my bank today and i have requested an 'indemnity claim' to reverse the DD
3) 02 actually owed me a small credit & advised I keep my DD open so then could place that onto my account
4) the funds they've taken appears to be the 'full' contract period of 2 years in one hit
5) when i spoke to 02 earlier the said 'i'm surpised you didn't go boilistic at what has happened to your bank today'

i think there's a case for some sort of apology/refund for stress and timewasting etc? on top of bouncing 2 of my other DD's at the bank?

HAVEFAITH

Rusty! wrote: »

Renewals are often not covered by any cooling off period, as you're extending an existing agreement, not starting a new one. That could explain things.

Hello, it wasn't a renewal, but a newly discussed contract. The old one was 18 & had matured. The next was for 24 months and after thinking about it i decided not to take it. I was given 14 days and cancelled within that time

HAVEFAITH

Silk wrote: »

I think that a renewed contract does not have the same cooling off period that applies to new contracts.

It may be possible to use DSR's if it was done within 7 days either over the phone or online but I'm not certain.

What reason have they given you for taking the money ???

i've written to them requesting reasons before my next move

mobilejunkie

Be careful all those bounding dd's don't end up with a credit reference agency. You don't need to keep the direct debit open for the refund; they can send it straight to your bank in any case and don't need it.

HAVEFAITH

mobilejunkie wrote: »

Be careful all those bounding dd's don't end up with a credit reference agency. You don't need to keep the direct debit open for the refund; they can send it straight to your bank in any case and don't need it.

good point thanks for that re CRA's ... i'll email my bank right away and cancel the dd