topic Upgrade, incorrect billing in Pay Monthly

Upgrade, incorrect billing

JoyceK — Sat, 23 Sep 2023 14:48:31 GMT

Was due to upgrade my plan today as my contract has come to an end, as confirmed in writing. However, upon calling to upgrade I've received an additional bill for a plan I haven't signed up to (covering airtime and insurance, for a device which has been paid in full).

Placed on hold for just over 50mins before I got to speak to a representative, then placed on hold again and disconnected by O2 after 1hr 30mins.

Re: Upgrade, incorrect billing

pgn — Sat, 23 Sep 2023 14:56:39 GMT

This may have been easy to prove or disprove by checking your MyO2 before starting the upgrade process, @JoyceK - but as we are all customers here, the best suggestion I have is to reach out to O2 again, there is a special freefone specific Payment management number - 0800 902 0217.

You could also go into an O2 shop to complete this, provided the queues for the iPhone release this weekend have died down 😂

Re: Upgrade, incorrect billing

Bambino — Sat, 23 Sep 2023 14:57:50 GMT

@JoyceK O2 customer service at its very best.

Speak to the Payment Management Team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support