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O2 UK Finally Refunds Mobile Customers.. AFTER 15 YEARS

Thursday, Jun 25th, 2020 (1:53 pm) - Score 42,345
o2 uk logo white background telefonica

Mobile operator O2 (Telefonica UK) has refunded a number of their customers for over-charging following a double “billing issue“, which wouldn’t be nearly so interesting if it wasn’t for the fact that the problem itself occurred over 10 years ago (i.e. some refunds are from as far back as 15 years). Better late than never? That’s a stretch.

The BBC includes a copy of one such refund letter (here), which says: “Our system has reported a credit balance remaining on your O2 account back in 2005. So you’ve got £23.40 coming back to you, which includes 4% interest. Sorry it took so long to get this to you.” At least in that case the customer was both a) still alive, and b) still present at the same address to receive it (O2 claims they do try to trace those who have moved). Win.

Meanwhile others have reported receiving refunds for larger sums, such as up to £127, as well as much smaller sums.

Statement from O2

We identified a billing issue which meant some customers were charged twice on their final bill before leaving O2. We have been contacting those affected to apologise and send their refund. We have a responsibility to do all we can to reimburse any customer for what’s rightfully theirs, even if they’ve since left the network and it’s a low-value amount.”

The discovery of this issue relates to Ofcom’s on-going probe of an “Extraordinary Performance Failure” of the company’s metering and billing system (here), which is focused on a problem that occurred between 2012 and 2019 but may have since spotted other occurrences.

The regulator’s probe said that the issue occurred because O2 took “duplicate final direct debit payments from customers who terminated their contracts on a Saturday or Sunday and had an outstanding periodic bill to pay.” Apparently O2 identified the group of affected customers at the start of this year, but they delayed sending out the letters due to the COVID-19 crisis. Well.. what’s a few extra months after 10+ years hay.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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23 Responses
  1. Avatar photo Mike says:

    Maybe in 15 years they’ll finally a decent 5G network.

    1. Avatar photo Sammy Short says:

      so basically in 15 years, with 5g, you planning a cancer diagnosis…

  2. Avatar photo Lynne says:

    Dont know about 10 years ago. They are still doing it.
    Charged me twice this month and I cant get anyone to speak to me

    1. Avatar photo Stuart says:

      I’m owed £20 in credit after leaving 2 months ago. Impossible to get anyone to speak to. If you go through all the relevant customer service phone menu options they eventually cut you off.

  3. Avatar photo The fat controller says:

    Hahahhahahah bad corps will be punished

  4. Avatar photo Scott carter says:

    They are still stitching people up then, I believe it should be 8% interest per year on top not 4%

  5. Avatar photo Elizabeth I garrick says:

    I have been asking for my allowance to go u to low I am getting text message though to people

  6. Avatar photo Kw says:

    How do you find out if you are due a refund I’ve been with 02 for 12years maybe more I’ve never had a problem as far as I know

    1. Avatar photo Julie Key says:

      It says in the article, if you cancelled your contract on a Saturday or Sunday you got charged double

  7. Avatar photo Stephen Richardson says:

    Poor service not very helpful with on going issue trying to move over to virgin media

  8. Avatar photo Stephen Richardson says:

    Poor service not very helpful with on going issue trying to move over to virgin media

    1. Avatar photo Nick says:

      Christ! That’s suicide Virgin Media are the worst and worst still, they are merging with O2!

  9. Avatar photo Marie says:

    Since March this year the service has been appalling with O2. To use me phone I had to go outside my home. The mast in sutton coldfield was down but a email was sent to inform us of the problem…trouble was the service got worse then got email to inform us our monthly bill was to increase!!! Great!! pay more money for terrible service. Tried to contact customer service to be told by automated service I could only speak to someone if I wanted a upgrade!!! Or leave….. after weeks of being held in que to leave I managed to transfer to BT. Fantastic service!!!! And half the price! You can actually speak to a human who was helpful and courteous.

  10. Avatar photo Martin k bennewith says:

    Twice I had to apply for bolt ons my last one cost me thirty pound for twelve G’S of date by the time it came for 02 to bill me they took over 8Giggs of Data off me then send me my Tarrif of forty gigs of data they just charge 22 pound for

  11. Avatar photo Sally Mackintosh says:

    I would advise everyone to stay away from o2. The amount of times I couldn’t get hold of someone over the years was a joke! I tried to get them to sort out a fraud case which was rediculous I still haven’t got my money back!

  12. Avatar photo John Smith says:

    hi am disabled I was with 02 15 16 years paid my bill every month since lock down as been on iv message and culled now end of times 02 did not want to now thay wus ever so rude just talking to a answer machine telling me thay add more other things to do i my self can’t walk I add now halp to dele with the problem now after 4 moths thay are sending me letters about talking me to court for a payment of over 500 pounds well thay can sod off thay can take me to court big company like that just bully’s I am so hangy don’t now wot to do thay cant have wot I haven’t got

  13. Avatar photo John Smith says:

    I do i get a refund after 16 years ty

  14. Avatar photo Ash says:

    I take sim car from earphone warehouse and i cancel same day and 02 asking me £340 i don’t know what going to do with 02

    1. Avatar photo dave says:

      If you bought a contract in store rather than over the phone or online then you don’t have a 14 day cooling off period, so that makes sense.

  15. Avatar photo Imran Hussain says:

    Got 24p, phone companies are bus bankers

  16. Avatar photo Arthur says:

    Look at all the bad reviews on trust pilot
    I left o2 had paid my contract out earley termination charges got bill generated paid left
    You take it for granted its correct i questioned the high cost was told its correct how they work it out

    15 months later received letter we over charged calculated the termination costs wrong we owe you £50 cheque was enclosed with the letter
    Shambels was happy to get my money back but should have been done correctley 1st time

  17. Avatar photo RAHIM DHANANI says:

    I was mistaken charged £180 for making a call abroad and the number has been cancelled and total charges on the report is £495 total ripped off the customer!!

  18. Avatar photo D johnson says:

    On a Pay as you go.Pay £10 a month,and ran out of data four days before end of month.Switched off the phone and turned data off.The scum still charged me £8.Tried to contact Customer service with no success.A very bad company.

Comments are closed

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