Pay Monthly and Pay & Go

[LondonHyena]

I have tried calling O2, I've tried using the agent thing and so far I have had absolutely no luck in paying my mobile bill.

I have money in my account, I have no issue, but for some reason O2 are completely rejecting both the cards linked to my Halifax account. I have tried using my debit card, I have tried using my credit card and each one is being rejected. Please see the payment history below.

Account position

Total outstanding amount	£37.57

Payment details date reference method payment type status amount  

11 Sep 12	1347374367793	On-line Card Payments	Payment	Failed	37.57
11 Sep 12	1347373921147	On-line Card Payments	Payment	Failed	37.57
10 Sep 12	1347283157793	On-line Card Payments	Payment	Failed	37.57
17 Aug 12	1345195514062	On-line Card Payments	Payment	Received	46.44
17 Aug 12	1345192859403	On-line Card Payments	Payment	Failed	46.44
17 Aug 12	1345192676653	On-line Card Payments	Payment	Failed	46.44
07 Aug 12	1344339530146	On-line Card Payments	Payment	Failed	46.44
06 Aug 12	1344255654571	On-line Card Payments	Payment	Failed	46.44
04 Aug 12	1344073094872	On-line Card Payments	Payment	Failed	46.44
04 Aug 12	1344071931623	On-line Card Payments	Payment	Failed	46.44
04 Aug 12	1344071699859	On-line Card Payments	Payment	Failed	46.44
04 Aug 12	1344071265553	On-line Card Payments	Payment	Failed	46.44
04 Aug 12	1344070022059	On-line Card Payments	Payment	Failed	46.44
04 Aug 12	1344069953882	On-line Card Payments	Payment	Failed	46.44
04 Aug 12	1344069870756	On-line Card Payments	Payment	Failed	46.44
27 Jul 12	1343379544115	On-line Card Payments	Payment	Failed	46.44
27 Jul 12	1343379304601	On-line Card Payments	Payment	Failed	46.44
27 Jul 12	1343379233644	On-line Card Payments	Payment	Failed	46.44
28 Jun 12	1340864099407	On-line Card Payments	Payment	Received	44.81
29 May 12	1338275852628	On-line Card Payments	Payment	Received	49.40
03 May 12	1336041088180	On-line Card Payments	Payment	Received	72.67
23 Mar 12	1332490062026	On-line Card Payments	Payment	Received	41.40
24 Feb 12	1330072024502	On-line Card Payments	Payment	Received	52.87
28 Jan 12	1327794387531	On-line Card Payments	Payment	Received	61.73
23 Dec 11	1324626526313	On-line Card Payments	Payment	Received	51.44
01 Dec 11	1322739047134	On-line Card Payments	Payment	Received	70.84
31 Oct 11	1320050188270	On-line Card Payments	Payment	Received	81.47
30 Sep 11	1317367977419	On-line Card Payments	Payment

I have been a customer for about 7 years now and have had no issue at all making payments in the past as you can see, i've never gone without paying and im incredibly frustrated as to why suddenly I just cannot pay.

I have tried talking to someone on the phone and all I get is 'Oh lets try a manual payment now' and that of course doesn't work and then I get fobbed off.

I use these cards for payments to other shops and companies with absolutely no issue. I have spoken to my bank who have actually said that they are authorising the transactions from o2 when they come through, but your payment machine is returning 'Error code 0' which Halifax indicate is a fault at the merchants end, they have no problem at all with the account or cards. I have other debits coming out each month without any issue.

I am utterly fed up of trying this system over and over again trying to pay my bill, and now my phone has been barred from making outgoing calls for something that isn't even my fault! I can't pay you if your payment system has an error.

I have set up a direct debit, however I was told yesterday this wont kick in till next month despite being set up several weeks ago (for which I was incorrectly told it would work from this bill date and I was hoping the issue would be resolved).

It is completely unfair to stop me using a product when I have tried time and time again to say you have a fault, you can ring the bank yourself, hell I will do a conference call if you like just so they can say to you directly its a problem at your end.

Seriously considering just terminating the contract, sure there will be a termination fee, but since you seem completely unable to take money of me it would be quite ironic.

And no, I will not 'use someone elses card' as helpfully suggested.

[Bambino]

Sorry you're having all these problems, but this is a customer forum. I doubt that there is anyone from O2 on this forum who can help you. I know you say you've done it before, but you need to call Customer Services.

[LondonHyena]

Well if anything it felt good to get it out of my system.

So fed up of this

[Bambino]

Sometimes it's a help just to have a rant. Hope you get things sorted out. Best of luck and let us know how it works out.

[lin]

Looks like payments ok up until June, so can you think of anything that may have changed, such as change of address ? also making multiple payment attempts on one day will automatically fail after about 2 attempts, If you made payment with a customer advisor on the phone did you make sure they spelt your name correctly and also got the postcode right as these seem to be main reason payments fail.

I hope all those failed payment attempts don't show up on your credit rating.

[Guest2]

@LondonHyena : Send a PM to Abs....he seems to be able to sort out problems that are beyond Support's capabilities.

[MiamiGuy]

This looks like a card issue unfortunately. There is no issues with the payment system within o2 at the moment. Everyone is able to pay a bill as we speak.

I would definitely recommend speaking to your card issuer or try paying using a different card.

If your payment is successful using another card, it supports the theory that it is an issue with your card.

Also, if you are paying online, you need to make sure you have no spelling mistakes, number mistakes and address mistakes.

I hope this helps.

[jonsie Level 59: Quartermaster]

The Post Office in their infinite wisdom haven't reassigned your postcode? Any problem is usually down to address details.

[MI5 Level 62: Glorious]

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MiamiGuy wrote:

This looks like a card issue unfortunately. There is no issues with the payment system within o2 at the moment. Everyone is able to pay a bill as we speak.

I would definitely recommend speaking to your card issuer or try paying using a different card.

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??? I use these cards for payments to other shops and companies with absolutely no issue. I have spoken to my bank who have actually said that they are authorising the transactions from o2 when they come through, but your payment machine is returning 'Error code 0' which Halifax indicate is a fault at the merchants end, they have no problem at all with the account or cards. I have other debits coming out each month without any issue.

[MiamiGuy]

As it is payment card issues, I cannot confirm for definite. Sorry.

Again, I would try using a different card. Even though you can pay other websites and not O2, does not mean it is an O2 website issue.

There may be other companies you are not with that you WOULD have that issue with. But again, it is all guess work. I would definitely try paying with a different card first.