topic Re: Termination not Completed in Pay Monthly

Termination not Completed

GreenOakSteve — Tue, 05 Jan 2021 07:31:20 GMT

Hi,
Long story, sorry.
An audit of my bank account showed unexpected payments to O2, 3 payments when we only have 2 phones.
In April phoned customer services and they identified the extra payment as being to a very old emergency phone that we had cancelled around 6 years ago.
In July contacted the terminations team who said they had cancelled the account again and told me to stop the direct debit as it would keep going otherwise. Told me to expect a refund payment for at least the last year's payments as the line had not been used.
Only got to cancel the direct debit a few months later as had to set up online banking due to lockdowns.
Yesterday - receive a letter from a credit collection agency for unpaid bills.

Cannot get anywhere on the phone as we do not have any details about the account other than the account number and the payment reference from the old direct debit, it never had a password set up.

Re: Termination not Completed

Bambino — Tue, 05 Jan 2021 07:50:24 GMT

The O2 online advisors will be on soon. @O2Lisa or @O2Daniel can you please assist @GreenOakSteve?

Re: Termination not Completed

MI5 — Tue, 05 Jan 2021 07:51:12 GMT

@GreenOakSteve

Not sure if anything can be done here but I'll ask

@O2Lisa to take a look for you.

Re: Termination not Completed

GreenOakSteve — Tue, 05 Jan 2021 08:15:26 GMT

Rootling through my unprocessed mail I found a notice of disconnection from O2 in November saying I have an outstanding bill to pay. It was in my company pile so I would have found it in a few weeks when I do my company accounts.
Sadly there's no more details on that letter to help clear this up.

Re: Termination not Completed

O2Lisa — Tue, 05 Jan 2021 08:55:29 GMT

Morning, thanks for the tags @MI5, @Bambino

I'll message you privately @GreenOakSteve and look in to this for you