Hello Laumott,

The O2 press office have been in touch and want to speak to you so they can look into this further.

Please email me (address below) and let me know if you're happy for me to give them your email address.

Hopefully they can help but it would be great if you could come back here and let us know what happened either way.

Thanks,

Felicity

This does not sound like an ungrade charge ( are you sure it is not a termination fee? ) where you eligable to upgrade ie : - in the last month of your contract?

laumott:

Was just wondering if anybody would be able to give me some advice about where I stand.

Do not mess about. Go straight to the O2 website and obtain their complaints procedure. Submit a complaint strictly in accordance with the procedure.

Yes, it is quite possible that, whatever you do, your credit rating will be affected so, if this concerns you, you should check that everything is as it should be with the credit reference agencies in a month or two.

You are in the fortunate position that you are the one who owes 02 rather than the other way round. In your shoes, I would calculate how much is owed based on phone calls and your calculations (£520.79 less £60? - you should pay the amount that you believe is correct and not the amount that you believe will make your credit file look good) and I would send a letter with a cheque. In the letter there should be a clear explanation of how you have calculated the amount as well as mention of the conversations (including the promise to refund your £60 bank charges). The letter should be sent recorded delivery and you should keep a copy. You can then respond to any debt collectors by telling them that the matter has been settled with o2 and they should contact them for furter infoirmation. You should ignore any threats, bullying or statements that £x must be paid by noon today otherwise they will kidnap your granny.

I would also be inclined to say, if things didn't quieten down after you've posted the cheque, that it is fine for the matter to be taken to court. As long as you went to court with the letter mentioned above, details of the payment and anything else that may be relevant, o2 would not get any sort of court order.

Your credit rating may have been affected by the unauthorised overdraft. You can consider sending a note to the credit reference agency of up to 200 words explaining what happened. You could also try to get anything else that gets reported corrected.

Was just wondering if anybody would be able to give me some advice about where I stand.

I was with o2 on an 18 month contract and everything was fine. I went to upgrade and got a brilliant deal with the phone I wanted, phone arrived next day and I started using it. A few days later I recieved a bill for £40.99, an ungrade charge. I rang o2 and said I had never agreed to pay an extra charge. They said they would look into and get back to me. A lady got back to me and said I did agree with it. (even though I know I didn't) I said ok you can have the phone back. The lady said this was fine as long as the phone was sent back within 14 days. I sent the phone back (recorded delivery) and o2 received it back on the 14th day. A week later I recieved a bill for £520.79!!!!!!!!!!!! I rang o2, and they said it was a cancellation fee because I was on an 18th month contract. I told them I sent the phone back and o2 have comfirmed they received it. The lady apolgised and said it was their fault, but promised the payment wouldn't go out of my account. As there was no way I could afford £520.79 (more than my monthly wage). A few days later, I checked my bank account and was overdrawn. o2 had took the money!!!!! I phoned o2 and they apologised again and said that they would refund the money asap, but this would take 10 working days!!!! The lady said it would be quicker for me to make an indemnity claim with my bank against o2. I went into my bank and did this. I got £520.79 into my account 3 days later. I then got another £520.79 put into my account from o2?????? I haven't touched one of the £520.79 because I knew o2 would want it back, but didn't know how to give it them, so left it, thinking they would get in touch about paying them back.

o2 taking this money left me overdrawn and incurring a charge of £60. They said they would pay this charge and to send a bank statement to them to claim the money. I did this and got no confirmation from o2.

On Tuesday I had a voicemail left on my landline from o2 saying I owed £440.10????? I rang them back and the gentleman said it was because of the indemnity claim. I said why isn't it £520.79? and he said he didn't know. I said fine I will send a cheque to you later in the week, he aggreed this was fine. Following this phone call I got a phone call from a Debt Collector asking when I was paying what I owed o2???? I explained I was sending a cheque later in the week.

On Wednesday I recieved a bill saying I owed £561.79 and then on Thursday I got one saying I owed nothing?? On Friday I recieved a letter from the debt collector saying I owe £440.79 and this must be paid by a certain date!! I again rang o2 and spoke to the same gentleman as before, he said that I now owed £561.79 because thats how much o2 refunded me. But it wasn't, they refunded me £520.79. I explained this and he said no it was £561.79. I said I want to know why because it wasn't the amount refunded. My boyfriend on hearing this rang them, and spoke to the same gentleman, who somehow changed what he was saying and said I only owed £440.79???

What I'm wondering is there anything I can do about this and with debt collectors being involve will it affect my credit rating or black list my parents house?