O2 and VAT invoice

[DaveG27]

Hi all,

Has anyone managed to get a VAT invoice for the monthly phone plan payments as part of a refresh deal.

As I am VAT registered I can download a VAT invoice for my call plan payments but there is no option for the phone plan.

I have spoken to customer services on 2 occasions, the first time I was told someone would get back to me but that never happened.

On the second occasion I spoke to a manager who after being on hold for ages came back and said I would get an invoice emailed to me every month. Nothing has ever arrived.

I have even been told there is no VAT which is obviously wrong.

O2 don't seem to realise that as a VAT registered company they are legally obliged to provide this to any VAT registered customer.

I have been unable to find any phone number that would bypass customer services and get to their accounts department direct.

Any suggestions would be gratefully received.

Thanks.

[perksie]

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@Anonymous wrote:
Having the same problem. live chat were utterly useless - claimed no VAT payable on the phone!
I called and was put through to a 'refresh specialist' - she's supposedly enabled VAT invoices for the phone payments and has requested they post/email me statements .. We'll see.

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That's odd as they have a page here where Vat invoices can be requested:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=22386

[jonsie]

Live chat.......

[Anonymous]

I am having exactly the same issue. After chatting with someone in October, they said they would send me the VAT invoice by post. Never got anything. Called O2 yesterday and they told me there is no VAT on phone plans, which sounds wrong. They wanted to send me the phone plan agreement, but I already have it and it doesn't show or mention VAT anywhere. Has anyone tried to write to to o2, and if so did you get any response?

[perksie]

Did you try the link I posted above?

You can ask questions here:

https://www.o2.co.uk/apps/help/help

the other methods of contacting O2 are in "Contact us" at the base of the page.

They will answer if you write in.

[Anonymous]

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@perksie wrote:

---

@Anonymous wrote:
Having the same problem. live chat were utterly useless - claimed no VAT payable on the phone!
I called and was put through to a 'refresh specialist' - she's supposedly enabled VAT invoices for the phone payments and has requested they post/email me statements .. We'll see.

---

That's odd as they have a page here where Vat invoices can be requested:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=22386

---

That directs me to livechat who were worse than useless previously.  They tried to enable VAT invoices for the airtime plan (which I've already had in place for 3 years) and insisted no-one pays VAT on telephones!

I've called again to chase this up. Apparently there is an internal form to complete to request this (which was filled in correctly two weeks ago), but it doesn't give any timescales for o2 to actually do anything about it and they've got no way to check the progress of the previous request - they can only submit a new one. I was even told there's no point calling again about this as all they can do is resubmit the same form!

Quite why it wasn't automatically switched on when I upgraded (as I already had it on my airtime account) I don't know.

[Anonymous]

Still no joy - called today and they had no information about my previous requests. Then they cut me off transferring me to an o2 refresh specialist.

So tried livechat. I think I'll just hit myself around the head with a mallet - that's equally productive.

[adamtemp64]

As you do seam to be going around in circles perhaps reverting to good od fashioned snail mail may be the way forward.

Telefónica UK Limited
Correspondence Department

PO BOX 694

Winchester

SO23 5AP

[perksie]

In their other thread on the same issue (I'm not sure why there are two), I have pointed out that the credit agreement document may double up as the Vat invoice, therefore a separate one would not be necessary.

[Anonymous]

Could you point me at the other thread?

[adamtemp64]

@perksie yes I saw that there is an example in the t&c area but has no vat number or mention of vat charges

The credit area is a strange one for vat accounting.

But it may be that until final payment is made for the agreement as the phone is not the property of the agreement holder  and that of o2 no vat is accounted for until paid in full (still trying to work it out on hmrc website)

Hence why on refresh you cannot sell the phone until paid in full. I wonder if on the first bill or when you pay a portion up front vat is displayed as part of the up front payment.