o2 refuse £591 refund

[Chris34731]

Hi

 

So 5 weeks ago i decided i wanted an iPad pro 12.9 and paid an early upgrade fee of £591 as my previous device had broken. 

 

I paid the £591 device fee and was told this tablet was in stock day later i received an email to say it wasn't in stock and id have to wait i went onto sales chat and told them id like to swap the device to an ipad pro 11 inch.

 

I was told to wait 24 hours and i could upgrade again as the system will need to update this wasn't the case and i was told to pay the £591 again.

 

I thought o2 had refunded this amount turns out they didn't I chased and chased over the phone for weeks was told a form would need to be filled out and sent and it takes 48 hours and nothing happened.

 

When looking at my account the upgrade fee had dropped to £561 and my employer paid this into my wage as i needed it for work.

 

So now in total o2 has had £1152 for a £591 upgrade and now refusing to refund me the £591 i originally paid.

 

See a response to their email this morning this has come directly from the CEO office

 

Please accept my apologies for the delay in replying but I’ve been on leave over the Christmas period.

 

Quote

 

Having looked further into the £594 refund you’d mentioned previously, I hadn’t realised that this was in respect of an amount you’d paid to settle your Device Plan in full. A refund wouldn’t therefore be applicable. Once a Device Plan is settled, we’re unable to reinstate it.

 

I’m sorry if you’d previously been advised this was possible. I can see that someone did request a refund for the amount concerned but our Cash management Team rejected the request for the reason mentioned above.

 

 

 

 

 

[BankFodder]

I'm trying to make head or tail out of this because it's a bit complicated at the moment.

In particular they refer to something called Device Plan – and they seem to base a decision to withhold your money in connection with that.

Yet you haven't referred to it in your story. In fact you haven't referred to it at all.

So maybe you'd like to tell us a bit more and fill out these kinds of gaps.

Also, I suggest that you send O2 an SAR immediately

[dx100uk]

What about contacting your bank and doing a series of chargebacks.

 

Dx