o2 - selectively incompetent

The company that can transfer your mobile call from cell to cell as your train hurtles along at 125mph ...

... "cannot" automatically refund customers the balance on closed accounts. Not a candid "will not". But "cannot"*.

Accounts for which o2 have an operative Direct Debit. Where the amount that o2 owes the customer is not in disupute.

They "cannot" automatically give back this money, but unfortunately have to sit on the money. They email to say "The balance on your account means you have nothing to pay this month" - but don't even help you find out how to get it back manually.

Somehow, someone has forgotten to enter anything about refunds into the online help system. You have to call them. Enter your mobile number, wait for an operator, give your number again, and ask nicely. Then, and only then, are they able to give back money that they owe to you.

How odd that they should be so capable and slick in other areas, but not in giving back money.

* source: phone call to an agent identifying herself as Amy, c0915 16/12/09