topic Re: Letter from o2 regarding change to billing. in Pay Monthly

Letter from o2 regarding change to billing.

Calumthomas — Thu, 02 May 2024 16:37:40 GMT

Just really after some advice guys as I can’t understand what’s going on, I’m currently on hold and have been for 54 minutes to the Legacy Bill department- for the second time today, I can’t get through, and I need to sort this within 30 day according to the letter.

Re: Letter from o2 regarding change to billing.

MI5 — Thu, 02 May 2024 16:59:11 GMT

@Calumthomas

What a strange letter.......

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Re: Letter from o2 regarding change to billing.

Oxonian — Thu, 02 May 2024 20:27:41 GMT

@Calumthomas

I cannot establish that 0808 281 6956 is an authentic O2 number. It is not found by Google and it does not feature in .

Please 'phone the number that @MI5 has given you above as the letter just might be a scam.

Re: Letter from o2 regarding change to billing.

MI5 — Thu, 02 May 2024 20:31:39 GMT

But the other numbers are genuine O2 numbers.

Re: Letter from o2 regarding change to billing.

Oxonian — Fri, 03 May 2024 18:27:14 GMT

@MI5 wrote:
But the other numbers are genuine O2 numbers.

Absolutely @MI5 but I wonder if that's all part of the psychology of the scam and putting the scam 'phone number first of the three ? And if what is posted on here is to be believed, nobody will answer the genuine numbers anyway, thereby forcing the caller to ring the scammers' number !

One thing that using this forum teaches you is that you cannot be too careful ! 👍

Re: Letter from o2 regarding change to billing.

MI5 — Fri, 03 May 2024 18:39:15 GMT

`Exactly what we have been saying for years.

Re: Letter from o2 regarding change to billing.

Calumthomas — Mon, 06 May 2024 14:50:25 GMT

So a little update- Ive now tried 11 times to get through to somebody in the Legacy Bill Department they say are the only ones who can handle my account. Im pretty patient so I have tried to trust the process, in the end though I've complained and the Lady who answered on 202 this time has escalated it and is going to get back to me- she basically tried to call the department herself but said the queue was too long even for her. So they're investigating what's going on! Side not that might be related- I can't upgrade or add extra's to my account at all through My02 I just have the following message. I've also double checked, my bills are all paid 🤣, via DD... so I have no idea what's causing this or why!

Re: Letter from o2 regarding change to billing.

Oxonian — Mon, 06 May 2024 19:09:27 GMT

@Calumthomas

Are you using the MyO2 app or the web version ?

If you have only used the app, you could try online at https://mymobile.o2.co.uk/

If using the app, try deleting the app, rebooting your 'phone and then reinstalling the latest version of the app.

As you are aware, this is a customer to customer community. We are not O2 and hence if those suggestions do not work, you need to persevere with contacting O2.

Please let us know how you get on. 👍

Re: Letter from o2 regarding change to billing.

MI5 — Mon, 06 May 2024 19:21:03 GMT

@Calumthomas

If your DD's have gone out and your MYO2 shows nothing owing, I wouldn't worry about it.

I had the same issue a while back but MYO2 was showing a deficit so I knew the DD's had failed.

Re: Letter from o2 regarding change to billing.

Calumthomas — Wed, 08 May 2024 13:14:14 GMT

So, updated number 3 of this strange situation I’m in. I finally got through to o2 after being on hold for nearly 2 hours.
The gentleman explained that my account was basically stuck on the old billing system, and they needed to manually convert it to the new, which would take up to an hour on the phone. Time I just didn’t have, so I asked what my other options are and he said they could allow my account to close, and o2 would cover all my termination fees. I specifically asked if this included my device plan and he said yes. Does that sound right to you? Because that sounds like it might be misinformation to me. I don’t want to agree to that and then end up with a big bill landing on my doorstop.

Re: Letter from o2 regarding change to billing.

MI5 — Wed, 08 May 2024 13:17:09 GMT

@Calumthomas

Sounds like

Get it in writing.

Re: Letter from o2 regarding change to billing.

Enlli — Wed, 08 May 2024 13:19:14 GMT

It does sound like misinformation to me. I can see them releasing you from the airtime part of the contract, but the handset is a loan agreement.

And why they can't manually move you over to the new billing system in the background is beyond me.

Re: Letter from o2 regarding change to billing.

madasaf1sh — Wed, 08 May 2024 13:19:37 GMT

@Calumthomas

No that doesn't sound right as the Device Plan is a separate Consumer credit Agreement, as I cant see them agreeing to write that off.

I would call them back when you have the time, and get them to make the changes, or call you back when its all complete..

Re: Letter from o2 regarding change to billing.

Calumthomas — Wed, 08 May 2024 13:27:55 GMT

That’s why I didn’t understand. They literally have all my details, I can see them in myo2, and my bills have gone out today as normal so 🤷🏻‍♂️.

Apparently they have to basically recreate my whole contract again, which sounds like something they should be able to do without me? 😂

also, what happens to my device plan if they do release the airtime plan? Will they expect it in full or will I continue paying monthly?

Re: Letter from o2 regarding change to billing.

Bobola82 — Mon, 20 May 2024 20:54:11 GMT

This is exactly the same thing as I have been told verbatim - but whenever I ask for an email confirming this they say that it's coming but it never does - but again like the above, I get advised this via the 202 number after a combined 15 hours on the phone. So far.

Re: Letter from o2 regarding change to billing.

Oxonian — Mon, 27 May 2024 20:30:11 GMT

Any progress as yet @Bobola82 ? ❓