Customers who’ve moved their mobile from O2 may need to call their former network to claim any refunds owed to them.
In January and then in June I moved two contracts from O2 to Three, but it was only after the final bill was generated for the second service that I realised the company owed me money for both.
The amount in question wasn’t huge – across the two contracts it totaled £11 – but it was money O2 owed me yet hadn’t automatically forwarded on.
When I contacted the firm it agreed I was owed the cash and promised a cheque would turn up, which it didn’t.
Subsequent contact with the company reveals the agent I spoke to failed to request the credit despite telling me it would be within me within 2 week.
It seems not automatically refunding former customers is standard practice unless they’re owed £20 or more.
The company tells me:
“We’ll send Pay Monthly customers a final invoice which shows a credit or debit on their account. If it’s in credit of more than £20 then we automatically refund the customer. Alternatively, they can call us on 0344 809 0202. Also, customers should allow up to 28 days for the credit to be refunded.”
So if you’ve moved from O2 be sure to check your final bill and, if owed less than £20, call the firm and ask for your dosh back.