topic Re: Bills showing as unpaid despite being paid in Pay Monthly

Bills showing as unpaid despite being paid

liamm36 — Tue, 15 Mar 2022 19:10:22 GMT

Hey,

The O2 app is refusing to accept my card this year despite it expiring in 2024 and having used the same card since 2020. I managed to pay via paypal on the mymobile2.o2.co.uk website. I did this on the 3rd of March, got an email from paypal confirming payment to Telefonica UK Limited (PAYMENTADMIN@O2.COM), I could also see this from my bank account so the payment was accepted. Despite this I kept getting warnings that my bill was overdue and now I can't make calls or use data and have a new bill with late fees. I paid the new bill in full again via paypal as its the only one that doesnt fail. The same thing has happened. The money is out of my account. My phone bill still shows as unpaid. I've tried setting up a direct debit as well. It shows in the app as okay I havent been charged from it and my bill is showing as unpaid.

Thought I would give in and call customer support. Just got an automated pay your bill message. I've been trying... Don't want to pay it 3 times with late fees that shouldn't exist. Especially when I've barely been able to use my phone for the past few weeks.

Re: Bills showing as unpaid despite being paid

Cleoriff — Tue, 15 Mar 2022 19:15:33 GMT

Hi @liamm36

I'll ask one of our account advisors to help you out. @O2Emma can you help here please?

Re: Bills showing as unpaid despite being paid

O2Emma — Tue, 15 Mar 2022 20:24:03 GMT

Hi @Cleoriff I will look into this thanks .

Re: Bills showing as unpaid despite being paid

O2Emma — Tue, 15 Mar 2022 20:24:54 GMT

Hi @liamm36 I will send you a private message to look into it for you.

Re: Bills showing as unpaid despite being paid

O2Emma — Thu, 17 Mar 2022 16:19:03 GMT

@Anonymous Could you pick this query up please.

Re: Bills showing as unpaid despite being paid

liamm36 — Thu, 17 Mar 2022 16:32:31 GMT

I found out some more information that might be useful. For some reason the app is refusing to accept payments. I only have one real debit card so created a virtual one on Revolut (this works on other sites no problem). If I try and add it on mymobile2.o2.co.uk/payment-options from the app I get

"Card not added

Sorry, your payment hasn't been succesful due to a mismatch on your information"

with no further detail about what this mismatch is. I also got a notification on the banking app that My O2 App has verified that the card is valid.

I get the same information mismatch message when using my actual debit card that has been used fine for this account for around 2 years and expires in 2024.

I think something strange has happened to my account. I get emails about a bill due for a number ending in 2049 but when I reset my o2 password from the app on my phone the emails state a number ending in 1812. I do not know this number. The bills matched exactly on both accounts. I have paid my usual bill amount £7.46 for last month and £18.42 for this month (2 months + a late fee). I still cannot use my phone.

Re: Bills showing as unpaid despite being paid

O2Emma — Thu, 17 Mar 2022 18:30:24 GMT

@O2KyleW Can you pick this up please.

Re: Bills showing as unpaid despite being paid

Esby2022 — Thu, 12 May 2022 12:08:19 GMT

I am in the same position where I have paid my bill via telephone, have the receipt number from O2:UK, see the money taken from my account, and yet myO2 still says the bill is overdue and won't accept any of my card payments online. I tried to change my direct debit details but the money was not taken out and so I paid via telephone banking.

Re: Bills showing as unpaid despite being paid

Esby2022 — Thu, 12 May 2022 12:10:11 GMT

@O2Emma can you help please?

Re: Bills showing as unpaid despite being paid

O2Emma — Thu, 12 May 2022 15:33:28 GMT

Hi @Esby2022 I will send you a private message so can look into it for you.

Re: Bills showing as unpaid despite being paid

O2Emma — Thu, 12 May 2022 16:51:06 GMT

@O2Waqas Can you look into @Esby2022 issue please .

Re: Bills showing as unpaid despite being paid

O2Waqas — Thu, 12 May 2022 16:54:20 GMT

Thank you for the tag @O2Emma

@Esby2022 I will send you a private message so we can look at this further

Re: Bills showing as unpaid despite being paid

LAinslie — Tue, 07 Jun 2022 09:04:41 GMT

Hi, I paid my airtime bill and device plan through through myo2.co.uk yesterday. My device plan is showing as paid however my airtime bill is not however both transactions are on my bank statement and the money has left my account. Can someone please help as I cant use my phone to ring O2.

Re: Bills showing as unpaid despite being paid

Cleoriff — Tue, 07 Jun 2022 09:08:38 GMT

@LAinslie

Use social media to message them

O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

Re: Bills showing as unpaid despite being paid

Beechy169 — Wed, 01 Feb 2023 12:28:51 GMT

I have this same issue, paid via PayPal and now they threaten to cut me off. Try to call and can’t get through despite being in a queue for over an hour and the online chat says they are busy ….. what a waste of time

Re: Bills showing as unpaid despite being paid

KultKayleigh — Tue, 07 Feb 2023 20:01:16 GMT

I have the same problem, I paid via PayPal on the 1st February 2023 but the payment to Telefonica UK Limited is sat in PayPal saying 'Authorisation in progess' it's been this way for days. Paypal says they can't cancel the payment, and the money is on hold. It's no longer in my account. Why haven't o2 taken the money?

Re: Bills showing as unpaid despite being paid

madasaf1sh — Tue, 07 Feb 2023 20:40:40 GMT

@KultKayleigh

Sounds like an issue with PayPal, rather than o2, as PayPal and your Card provider are the ones who process the transaction on, and basically they haven't been able to pass on the captured Authorisation code..

This needs to go back to PayPal, or the auth code will automatically drop off within 7 to 14 days as its PayPal

Although it could be your bank nor releasing the funds

PayPal is not an official way to pay your mobile phone bill.. is this a PAYG top up?

Re: Bills showing as unpaid despite being paid

jonsie — Tue, 07 Feb 2023 21:18:49 GMT

To be honest I didn't know you could pay via PayPal

Have you used this method before @KultKayleigh ?

Re: Bills showing as unpaid despite being paid

KultKayleigh — Tue, 07 Feb 2023 21:58:27 GMT

It's a Pay Monthly. It's the second or third month I've used PayPal as it's easier and had no issue. The PayPal automated bot is saying its o2 but theres no easy way to get in touch with PayPal =_= and o2 seems like they also don't want to hear about it! I don't want to pay 'normally' off my card because that's 2 lots of money lost.

Re: Bills showing as unpaid despite being paid

KultKayleigh — Tue, 07 Feb 2023 21:59:45 GMT

Yeah i've used it a couple of times, it's only been within the last couple of months the paypal option has appeared on the app. And seen as its easier I've been using that instead and had no problems. =(