Grrrrrrr O2!

bigmomma051204

Bloomin' o2..i could ...grrrr....!

I have the auto top-up thingy for when it goes below £2, it auto tops up £15 for me. Great stuff... so i get a msg on Monday saying "auto top up failed, we've not taken money from your account"....oh, ok i think and then i need credit so i top up £15 by debit card over the phone.

I then get a msg today saying "your balance is now £31"...... ie, they have said they wont take the money, i have topped up and then 2 days later, they have gone ahead and taken the money despite my balance having been fine for nearly 48hrs!!!! Grrrrr


So i ring them this afternoon at 3pm...speak to a nice guy who says dont worry, i need to go and speak to someone and it will take 5 mins....then we can re-credit your account. Dont wanna keep you on hold so i will ring you back within next 10mins at latest. checked my number etc etc. Fine. so, 7:30pm arrives...had no callback etc - so i ring again and get a miserable guy this time - he says that yes, he can also see that they have taken the amount twice but that it has been passed to the "back team" who will have to make a "decision" on whether to refund me or not...... !!!!!!?! Why do they need to make a decision - they took money when they shouldnt have...surely they should be paying it back! It wouldnt grate on me so much apart from that i am BROKE big time this month and that £15 going out has now taken me into my overdraft which i never go into (ever!) ....they didnt apologise at all..... didnt even offer to give me back the £1 it has cost me to ring twice!!

AND he then said it will take until next week at least to refund me!!!! By which time i will probably be needing to top up again lol which will no doubt cause another confusion!!!!!!!!


For gods sake, why cant they just admit they''re at fault and pay my money back....money i desperately need!!!

Rant over :mad:

mattyprice4004

They can't give you it back straight away, even if they wanted to. Payments take 3-5 days to refund back to a bank account or debit/credit card, I used to work for O2/CPW.

Also, they won't offer to refund the cost of the call - if they did that they'd lose thousands and it was your choice to call them, you could have emailed.

Azari

mattyprice4004 wrote: »

They can't give you it back straight away, even if they wanted to. Payments take 3-5 days to refund back to a bank account or debit/credit card, I used to work for O2/CPW.

Also, they won't offer to refund the cost of the call - if they did that they'd lose thousands and it was your choice to call them, you could have emailed.

They should not be able to just wash their hands of a quick refund just because reversing the method they used to take the money in the first place is slow.

They took more money that they were authorised to so it's their responsibility to ensure their victim does not suffer. There are a variety of ways they could get them money to their victim a great deal more quickly. Such as a direct bank transfer.

OP:

They may not offer to refund the call, but insist.

Again, it was their fault that the helped themselves to money to which they were not entitled, not yours and so they should be responsible for ensuring you are not out of pocket.