Trustpilot reviews Trustpilot Thanks for your review! You reviewed O2 Add photo Tom 1 review GB Rated 1 out of 5 stars Worse customer service and literally RIP you off! I have 2 mobiles with virgin. Virgin and O2 recently merged apparently so about a year ago I was offered a better plan from Virgin if I kept my landline with them and my 2 mobiles phones with O2. I accepted, recieved 1 sim card (I have 2 mobiles number) from o2 and I needed to give them the cide to transfer my existing numbers, but I had to wait for the other sim card before doing it. So I decided to cancel the plan within the time of cancellation. After that, I saw that my account was debited the amount of the plan by o2 on top of my vrigin bill. I called them and they've told me that it was sorted and they will refund me. I didn't pay attention about the refund but I saw that it was still collected. I called again. Then I blocked the direct debit. A couple of month ago I recieved a letter from a recovery agency for O2. I called O2... again... and they contacted the recovery agency. Before I called them, I checked my bank account and I had a good amount of money taken from my account. I asked for a refund and it has been nearly 2 months that the refund will be on my account in the next 5 working days. I called O2 more than I call my own mother! I spend a incredible amounts of time on hold, with one of their employee I spend more than 10 minutes opening my file because they couldn't understand my postcode starting with "d for Delta" that in her ears became "B for Beta or e for Echo,...". Yesterday I called again, same show! Waiting, waiting, waiting, until I finally spoke to a guy that says that he has to put me on hold to contact the financial services. Then, he told me that because the account associate to the number I cancelled and never used have been closed they couldn't do the refund until they are certain that the recovery company (remember the one that I recieved a letter 2 month ago) confirmed them that file was closed with them. I recieved a letter from that company on Monday (2 days ago) saying that my file with them was closed. Then O2 asked me the name of that recovery agency, obviously I can't remember it but most important, they are the one contacting them at the first place!!!!! The employee was supposed to call me back yesterday and guess what... He never did! I think that this is a strategy to for me to give up and they will not have to refund me!! I have been with Virgin for more than 5 years. I have now moved my broadband with Vodafone. My 2 mobiles number will automatically switch to O2 very soon apparently. It is time to move on. I never seen such a level of dishonesty and incompetence. I dont want to have anything to do with O2 anymore! When I switched to Vodafone, I needed a refund as I paid to much. It was tiny amount, but it has been done on the day!!!! Avoid O2 by all means!