O2 mobile insurance premiums taken, even though declined

Nlongden

O2 charged us £10 a month insurance, for almost two years, even though we declined it in the shop. We didn't notice for a while and then found it really difficult to get in touch with them about it. They say they will refund us 5 months worth but no more because we should have reported it sooner. My argument is that they didn't have a right to take it in the first place (which we have proved) and so should repay up the entire amount. Has anyone been in a similar situation or do you know if they are within their rights to offer us only 5 months worth of repayments? Many thanks

chanz4

do you ever check the bills?

Nlongden

Hi. The bills weren't checked for a long time to be honest - as it was my husband's phone and we didn't receive paper copies, and he isn't great with technology! So ideally we would have noticed it sooner, but to me it seems that that's a cashflow issue for us and it shouldn't mean o2 can get away with not refunding us. Thanks

JJ_Egan

How have you proved that they had no right to take it in the first place .
Evidence of that and i would be taking them to the small claims court .

Nlongden

We have the original receipts which state "customer declined o2 insurance". They have accepted the error but argue that we had a responsibility to inform them earlier. I'm thinking the ombudsman may be the next step

Nlongden

Thanks for your comments - o2 have now agreed to refund all payments.