No Refund after 3 weeks

Hello ​@apolaxzh,

Welcome to our o2 Community. 😊

It's a pity that the order didn't work out. You will definitely get your deposit back. I can understand that you would like this back more quickly. Unfortunately, this can sometimes take a while, so please be patient. 

Hi. Unfortunately, it’s been almost 4 months and still no refund has arrived!!

I still haven’t received any refunds after 4 MONTHS even after hearing from you guys that it will arrive after 3 weeks and some even said 6 weeks. Who shall I contact about this to initiate the refund? Thanks!

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Hello ​@apolaxzh,

I have moved your other thread with the same refund topic into this one. 

Like Bumer wrote is a refund within 6 weeks possible. Normally its been processed earlier but it can take up to 6 weeks.  Can you keep us in touch until the money has been refunded? 🙂

Best regards,

Michi

But it’s been 16 weeks already 🙄 Definitely far from 6 weeks!

​@apolaxzh 

Sorry, I didnt notice it was already rejected on february. 😕

Unfortunately there is no linked customer account with your community account, but we have an english hotline which can help you with the refund, if you can provide the order details. My colleagues are back tomorrow morning at 8 am and can help you if the money hasnt been refunded yet.

Best regards,

Michi

I just checked the emails I received and there is no order number or anything about the order aside from the name of the product itself.

​@o2_Michi Where does o2 get 6 weeks from? After 14 days they are in default and the customer can claim interest. Notwithstanding that the refund in such situations should be possible within 1 - 2 days.

Hello ​@apolaxzh ,

as my colleague wrote, please contact the English hotline.
The colleagues there can also find you with your personal details and then your issue can be resolved.

Best regards,
Maria

Hello ​@bs0 ,

I understand your objection very well.
As we cannot access the customer data here, we cannot understand why it is taking so long in this case.
In principle, it shouldn't take that long for a refund to be made.

Best regards,
Maria

Hi ​@o2_Maria, I just called the hotline and they can’t seem to help me as well. They can’t find any data regarding my order which I believe is because there’s no order made because it was rejected. How do I inititate the refund then? I have here the emails I received from O2 and the transaction details when I paid the increased one-time deposit.

​@apolaxzh 

as we don’t have any access to your data right here in our community we can’t solve the problem. 

Please use our contact form to get in touch with our colleagues. They are able to assist you. It is a safe way to transmit your payment method and the details needed. 

Greetings

Manga