o2 refund problems

shyammy21

In December last year I wanted to transfer my o2 pay monthly simplicity contract to pay an go so was discussing options via their web chat facility but didn't proceed with changing at that point. A couple of days later, I couldn't use my phone as it turned out someone had fraudulently taken out an iphone5 contract in my name. o2 confirmed on the phone they would hold the direct debit of £200+ and only my bill of £12 would go out but this didn't happen. Phoned them up and they confirmed a refund would be made but this turned out to be a refund into my o2 account not my bank account. Since Feb this year, I have been asking them to refund to my bank account to which their response is, it will take 5-10 days. The money still isn't in my account. I chased them up a few times and got the same response until I spoke to someone who seemed to care so I thought I would use this opportunity to transfer to pay and go at the same time. I was told on transferring, no costs would be incurred as I have had the pay monthly contract for a long time. I then a month later got an email saying £180 would be debited on my next bill date. Checked my bank acc and the fraud related refund still hadn't been made so phoned up again and o2 agreed £380 less any months bills up to the point where I transferred would be credited back. Over the various calls to o2, I have been told a cheque was sent to me because they didn't have my bank details. I never got any cheque and they absolutely do have my bank details. Also they claim they cannot process refunds immediately which I find hard to believe for a big company like o2.

I have got to the point where I am ready to send off a letter to their complaints review service with evidence but I want to know what/how to ask for compensation as they have held my money without good reason and I have also made many many calls to them without getting a resolution.

Buzby

Go for it - but compensation? All you will get is a goodwill gesture, and on the scale of things it should be around £25 for their ongoing incompetence.

As for tour expectation of a big company 'paying quickly' - certainly not. Your reasoning is back to front. The bigger they are, the longer it takes!

StuC75

Why havent you been to your bank regarding reimbursing the Direct Debits that have been charged -- your bank is just as approachable in this under the Direct Debit Scheme..