Issue following Ombudsman Ruling

newbieni

Hi All,

I had a case against o2 with the communication ombudsman. I won the case and o2 was directed to pay me £100. o2 claimed to have already provided £20 of that to me but couldn't produce any proof and I have no record of it on my side. Furthermore, the £80 has been added to my account as a credit, but the monies for this months bill (£25) came out of my bank account and out of my credit.

I contacted the ombudsman but they have refused to look into it any further, o2 are deferring to the ombudsman. I logged a service complaint against the ombudsman's handling of the case but it was diverted to the investigator who was happy with her own actions.

Does anyone know who I can refer this to in order to get it resolved?

PHK

Ombudsman awards are normally credited to your account - according to their website.

Regarding the disputed £20, can you not go back through your bills ?

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/6657808/issue-following-ombudsman-ruling

I'd have thought that O2 would have needed to provide proof of the £20 already allegedly paid? If they can't, then that would be their problem surely.

Can you change something in settings for your bill to come out of credit on the account first (similar to Amazon with gift balances)? Have you asked O2 to take it from there in the future?

newbieni

o2 has said they won't discuss this complaint as it went to Ombudsman. The Ombudsman has said that while it's not clear o2 has paid the credit, they've taken them at their word.

newbieni

https://forums.moneysavingexpert.com/discussion/comment/81908408#Comment_81908408

Yes, the credit wasn't added.

PHK

When you told O2 this, how did they say they had paid you?

saajan_12

Furthermore, the £80 has been added to my account as a credit, but the monies for this months bill (£25) came out of my bank account and out of my credit.

What exactly do you mean by this? Did they take the £25 twice, or part from the £80 credit, part from your bank? Are you okay to stay with O2 until the credit is used up at the rate they're going?

newbieni

https://forums.moneysavingexpert.com/discussion/comment/81910560#Comment_81910560

My bill is £25 per month. They took £25 from my O2 credit and £25 from my bank account.

saajan_12

https://forums.moneysavingexpert.com/discussion/comment/81910835#Comment_81910835

Okay so that's the worst part of this, as after 3.5 months you'll effectively have £0 of the credit with no benefit from it since you're anyway charged from your bank. I'd raise a complaint with O2 separately from the existing one, asking why you're being charged £50 each month (regardless of the reason for the credit).

Or claim on the DD guarantee for charging something that's already deducted from the credit.

Separately / later you can complain about the missing £20, once you've actually secured the £80!