O2 issues - advice please

azza72uk

Hello, so this is what happened:

21/03/2024 – called customer services to terminate my contract, as I was outside of the 24-month contract period and had a new phone from elsewhere. I was told I would be billed for March (obviously) and for April due to 30-day notice period.

03/06/2024 – noticed I had been billed for May despite being told my last bill would be for April. Cancelled Direct-debit as I knew this must be an error at O2’s end.
03/06/2024 – called customer service. Operator confirmed by account still active, when I explained my call on 21/03 and asked if they could see a record operator hung up.
03/06/2024 – called again, spoke to a different operator. Explained the situation, they went through the cancellation process again and cancelled the contract. They said they could see a record of my call on 21/03 but not sure why the account hadn’t been cancelled. When I asked about the bill for May and if I would not get a bill for June, they said I would be able to get them refunded. I explained that I didn’t wish to or felt I should have to pay because I was not at fault. I was transferred to customer service, the operator explained that they would put a credit on the account to cover the May bill and that there would be no bill for June. They confirmed there would be no further charges.
03/06/2024 – had an email confirming the request for credit on my account, it said decision would be made within 2 working days, I am still yet to receive a decision.

10/06/2024 – still no decision on credit, and I am still receiving nasty e-mails chasing the bill for May. Whenever I try to call to discuss I am met with automated payment systems or operators who are useless to be frank.

I'm still trying to talk to someone to sort this out. I really don't want to just pay it as i don't feel like I should have too, but the more and more they keep chasing it I am worried about it affected my credit rating. Has anyone else experienced this from O2?
I have e-mailed the formal complaint e-mail but i'm aware they take ages to reply to things.

eDicky

After your original call to cancel, did you by any chance request a PAC to transfer your number, but subsequently not use it..?

PHK

With hindsight it would have been better to use a PAC or STAC to end the contract. 

azza72uk

No I didn't request to transfer, as I already had a new phone.

savergrant

azza72uk said:

No I didn't request to transfer, as I already had a new phone.

That is the point of pac or stac, that you are leaving one mobile provider but intending to use another. Pac transfers your number while stac doesn't. In either case you would be telling o2 that they are not to provide your mobile service in future. In the unlikely event that you were to decide you no longer wished to have a mobile phone you can pac or stac to a disposable payg sim then bin it. So there is no reason to ever follow the 30 day notice period.