When I cancelled my contract with O2 I found that, if there is a remaining balance because you cancel mid-month, they send you a statement which ambiguously tells you that you don’t owe them anything and needn’t do anything. What they don’t tell you is that you need to claim the credit. DW, London
Customers who don’t realise they have to apply to have their credit refunded or who don’t get round to the claim process will bequeath O2 sums of money that will mount up nicely.
O2 says the final invoice sent 14 days after cancellation shows any credits and includes the refund of any remaining line rental, but that only surpluses of over £20 are refunded. Anything less than that requires online form-filling or a call to customer services, then a wait of 28 days. Obviously it would be simpler and quicker for everyone if all dues were automatically refunded. Could this brainwave be implemented? “We are reviewing the situation,” says a spokesperson cautiously.
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