Can O2 refuse a refund?

LottieJosh

This is a long post but please, bare with me...

I wish I wasn't having to write this as its regarding my late Grandpa's pay as you go account with O2. He sadly passed away earlier this year.

When trying to close my Grandpa's O2 account, they have offered a refund of his PAYG credit, however not a full refund! My Grandpa had a international bolt on, on his phone and was of the understanding he needed to top it up on a regular basis to keep this benefit. He rarely used his mobile and therefore built up a credit balance of over £450. 

O2 have informed me they can only refund £350 of his credit due to anti money laundering rules and advised I looked to the FCA. I've contacted the FCA who are not aware of this rule and advised I asked O2 which specific section of the FCA handbook they are referring to. I've also asked O2 if they can show me their policy on this matter. To this day, they are unable to find this information for me and say 'it's just a known rule'.

The money isn't a major issue, what my major gripe is, why should the big conglomerate of O2 telephonica pocket this money, my Grandpa's hard earned cash... its not like they will give this money to charity! 

O2 have advised they can not provide me with balance information despite me being an executor to my Grandpa's Will. They have however advised I can use the credit!!! I just don't understand this. I've informed them I am no longer in possession of his sim card as I had requested they closed his account so assumed this was done and therefore discarded his sim.

Can anyone shed any light on this rule of only offering a partial refund. It just completely baffles me. As I said, it's not actually the money I'm after, it's just the principle of them benefitting from my Grandpa's death 😓.

liggerz87

Go onto the o2 Community and ask Martin-o2 to help he is the community manager for there 

LottieJosh

I will do. Thanks so much 🙂.  I didn't know where to turn to 

PHK

Have a look here: https://www.fca.org.uk/firms/financial-crime/money-laundering-regulations

There’s three aspects that relate to PAYG. One is that once you’ve purchased credit the e-money rules limit how this can be converted to cash. Secondly, If a payment is made by card then a refund can’t / shouldn’t be given by cash equivalent. (These are in place to prevent criminals from cleaning ill gotten gains)

 Thirdly, the card processing agreements prevent refunds being given other than by the same method. 

I don’t recognise where the £350 comes from though. It would depend when and how your father topped up. 

Don’t forget that generally speaking there is no right to a refund of airtime credit. So any refund is at the discretion of the provider. They would easily be able to justify retaining a portion to account for their costs (eg this international saver may have meant a payment to other companies/countries to buy a chunk of minutes which O2 wouldn’t necessarily be able to get back)

Personally, I would take the £350