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Level 1: Joiner
LondonHyena
Posts: 2
Registered: ‎11-09-2012

Litrally unable to pay.

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 121347374367793On-line Card PaymentsPaymentFailed37.57 
11 Sep 121347373921147On-line Card PaymentsPaymentFailed37.57 
10 Sep 121347283157793On-line Card PaymentsPaymentFailed37.57 
17 Aug 121345195514062On-line Card PaymentsPaymentReceived46.44 
17 Aug 121345192859403On-line Card PaymentsPaymentFailed46.44 
17 Aug 121345192676653On-line Card PaymentsPaymentFailed46.44 
07 Aug 121344339530146On-line Card PaymentsPaymentFailed46.44 
06 Aug 121344255654571On-line Card PaymentsPaymentFailed46.44 
04 Aug 121344073094872On-line Card PaymentsPaymentFailed46.44 
04 Aug 121344071931623On-line Card PaymentsPaymentFailed46.44 
04 Aug 121344071699859On-line Card PaymentsPaymentFailed46.44 
04 Aug 121344071265553On-line Card PaymentsPaymentFailed46.44 
04 Aug 121344070022059On-line Card PaymentsPaymentFailed46.44 
04 Aug 121344069953882On-line Card PaymentsPaymentFailed46.44 
04 Aug 121344069870756On-line Card PaymentsPaymentFailed46.44 
27 Jul 121343379544115On-line Card PaymentsPaymentFailed46.44 
27 Jul 121343379304601On-line Card PaymentsPaymentFailed46.44 
27 Jul 121343379233644On-line Card PaymentsPaymentFailed46.44 
28 Jun 121340864099407On-line Card PaymentsPaymentReceived44.81 
29 May 121338275852628On-line Card PaymentsPaymentReceived49.40 
03 May 121336041088180On-line Card PaymentsPaymentReceived72.67 
23 Mar 121332490062026On-line Card PaymentsPaymentReceived41.40 
24 Feb 121330072024502On-line Card PaymentsPaymentReceived52.87 
28 Jan 121327794387531On-line Card PaymentsPaymentReceived61.73 
23 Dec 111324626526313On-line Card PaymentsPaymentReceived51.44 
01 Dec 111322739047134On-line Card PaymentsPaymentReceived70.84 
31 Oct 111320050188270On-line Card PaymentsPaymentReceived81.47 
30 Sep 111317367977419On-line Card PaymentsPayment

 

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.

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Level 43: Bright Spark
Bambino
Posts: 3,509
Registered: ‎31-03-2010

Re: Litrally unable to pay.

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.

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Level 1: Joiner
LondonHyena
Posts: 2
Registered: ‎11-09-2012

Re: Litrally unable to pay.

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

 

So fed up of this :smileysad:

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Level 43: Bright Spark
Bambino
Posts: 3,509
Registered: ‎31-03-2010

Re: Litrally unable to pay.

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.

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lin
Level 12: Nimble
lin
Posts: 127
Registered: ‎15-04-2012

Re: Litrally unable to pay.

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.

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Level 22: Usually online
Guest2
Posts: 4,214
Registered: ‎23-09-2008

Re: Litrally unable to pay.

@LondonHyena : Send a PM to Abs....he seems to be able to sort out problems that are beyond Support's capabilities.
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Level 6: Acolyte
MiamiGuy
Posts: 60
Registered: ‎06-09-2012

Re: Litrally unable to pay.

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.

I'm a Telefónica UK (O2) employee but post in a personal capacity. As such, views are my own and not those of the company.
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jonsie
Posts: 16,490
Topics: 135
Solutions: 1,683
Registered: ‎04-01-2009

Re: Litrally unable to pay.

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

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MI5
Posts: 17,126
Topics: 180
Solutions: 2,341
Registered: ‎04-04-2012

Re: Litrally unable to pay.


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.


??? 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.
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Level 6: Acolyte
MiamiGuy
Posts: 60
Registered: ‎06-09-2012

Re: Litrally unable to pay.

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.

I'm a Telefónica UK (O2) employee but post in a personal capacity. As such, views are my own and not those of the company.
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