Advice please

nannieH

Had o2 mobile phone contract for 18months . Received bill for January by e-mail for £411.10 . My bills are usually between £22-£27 a month. When I rang customer services they said I had reclaimed all 18months worth of payments by Direct Debit Indemnity Claim via my bank. I tried to explain this was not so but they were really vile and said thats what was on their screen. I have contacted my bank who have given me a letter stating I have not reclaimed any money back from o2 and this must be their error. Once again I phoned o2 told them I had proof of payments being made monthly and a letter proving I hadnt done a direct debit indemnity claim and guess what they dont want to know because the screen says I have. They have now cut off my phone so I cannot make any calls . Where do I go from here?

mobilejunkie

Put it in writing - a formal letter of complaint with the copy of the letter from your bank. State what you have here and that it is clearly their error and was not due to any action by you (as confirmed by the bank). Demand immediate reinstatement of your contract, compensation for the inconvenience and stress AND written confirmation that this will NOT affect any of your credit files internally or external. If they do not agree to this, given that it is clearly an error on their part, ask for a letter of deadlock so that you can make a complaint to CISAS (otherwise you will have to wait 8 weeks from your complaint to O2).

I would point out that IF the money was clawed back in this way it would be in your bank account again - is it?? I would also assume that if it is only the bank or you could have done it - in which case the error may be with the bank and it is them you need to get to sort it out with O2 (with the same outcomes demanded).