topic Re: Switchup nightmare! in Pay Monthly

Switchup nightmare!

m-r-n23 — Fri, 15 Dec 2023 21:37:53 GMT

So I used O2 switch up in September to upgrade my phone. The month after, I had a direct debit come out for my old phone device plan which I called O2 about who admitted it was a fault, as obviously the device is paid off upon switch up. They refunded me, however the month after the same thing happened. So I cancelled the direct debit to prevent it happening again. Today, I have had an email to say my account is in arrears by £0.00 and they have cut off my SIM! Leaving me with no phone all day. I couldn't understand why until I spoke to live chat who told me the issue but they have said they can't help and I need to speak to the payment team. Has anyone else had this issue? I'm really not impressed.

Re: Switchup nightmare!

MI5 — Fri, 15 Dec 2023 21:42:04 GMT

@m-r-n23

You can get in touch with Payment Management team on 0800 902 0217 who’ll find a solution that’s right for you.
Payment Management opening hours:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Re: Switchup nightmare!

Enlli — Fri, 15 Dec 2023 21:43:04 GMT

Has come up recently.

So the system has cut you off for being £0 in arrears

Re: Switchup nightmare!

madasaf1sh — Sat, 16 Dec 2023 08:20:35 GMT

@m-r-n23

Yes, had the issue a few times and you need to speak to the payment team as they need to remove their will be a payment from around the switch up that has failed because it is no longer due (dont ask).

Give them a call on 0800 902 0217

Re: Switchup nightmare!

MI5 — Sat, 16 Dec 2023 10:58:09 GMT

No surprises there.....

Re: Switchup nightmare!

sr40 — Mon, 09 Dec 2024 16:58:28 GMT

I am having the same issue, keep getting told I am in arrears but cannot make a payment as no payment outstanding. Spoke to O2 today and they said to ignore the messages asking for payment!

Re: Switchup nightmare!

Oxonian — Mon, 09 Dec 2024 17:54:18 GMT

That's a dangerous game @sr40 ignoring the messages asking for payment - you will probably end up being disconnected.

You need to contact Payment Management - details above. 👍