topic Re: O2 are aggressive bullies in Pay Monthly

O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 14:24:07 GMT

Does anyone find O2 are aggressive when chasing for payments? I have been a loyal O2 customer for a number of years and rarely had any issues, since upgrading under the O2 refresh scheme, I've had nothing but problems. Firstly O2 seperated the bill into two different payments, I pay my O2 bill via standing order and this caused no end of problems, resulting in my phone being cut off. Resolved after several arguements and eventually they gave me my two account numbers. I sent a payment on the 23rd June, one for airtime and one for phone and they've loaded up one but the other is yet to appear and my phones been cut off again. No one can ring me either, seems very bulling to prevent all calls whatsoever when I am dealing with my bank to find out why the payment seems to have got lost, despite being sent to the same account details. I had no warning, literally just cut it off, because I know how aggressive O2 are, I knew they had cut it off.

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 14:35:56 GMT

Hi and Welcome to the forum

Refresh is split into two payments as you now are aware of and should have been advised when you opened up the contract.. Phone plan and airtime.

Can you not set up Direct Debits for these.

Standing orders are for an exact amount which means if you Go over your allowances and go over and incur a charge there may be an issue.

Link to explain https://www.moneyadviceservice.org.uk/en/articles/direct-debits-and-standing-orders

"Standing orders

What is a standing order?

You tell your bank or building society to make regular payments to a particular bank or building society account.
They’re different from Direct Debits – they pay exactly the amount you choose, not the amount you owe to an organisation."

Re: O2 are aggressive bullies

jonsie — Mon, 14 Jul 2014 14:36:00 GMT

I wouldn't class it as bullying, their terms are quite clear with regards to non payment. However you have had problems with the payment being in two parts ie. for airtime and for the phone.

I would have thought you would have been advised that two seperate direct debits are needed at the time of taking out the contract so it seems that something has gone wrong between the bank and O2.

Unfortunately we can't help, being customers like yourself, but you need to liase with customer service to stop this happening again. Hope you get it sorted as soon as possible.

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 15:06:31 GMT

I choose SO over DD as I like to have control over when payment is sent due to my paydates. I was not expecting a solution. I was not informed at the time I took out O2 refresh it was split into two seperate payments etc, it was extremely unclear as I upgraded online.

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 15:12:58 GMT

Hi

I understand your need to control your payments via standing orders ,but that's why your where you are now.

You can set the x2 DD to be taken out after your salary payment date.

how the contract works should have been explained before you signed to accept the phone, tariff costs and T&C.

This info is also available online too.

For example http://www.o2.co.uk/refresh

Re: O2 are aggressive bullies

MI5 — Mon, 14 Jul 2014 16:29:13 GMT

The sooner O2 start to enforce their own rules regarding DD's the better off everyone will be and these issues will not crop up.

Re: O2 are aggressive bullies

Cleoriff — Mon, 14 Jul 2014 16:56:05 GMT

When I took out my contract. I can't remember being given a choice about monthly payment...

It was direct debit or nothing. I understood it was all part of the T&C's?

Re: O2 are aggressive bullies

MI5 — Mon, 14 Jul 2014 16:58:31 GMT

So did I Den - I can only assume that some customers refuse the DD....?
It's in the T&C's so should not be an option imho.

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 17:00:33 GMT

I think 02 are stuck between a rock and a hard place. 😞

For whichever reason a DD is cancelled they still require payment hence the alternative methods.

Re: O2 are aggressive bullies

MI5 — Mon, 14 Jul 2014 17:08:59 GMT

If a DD is cancelled or refused the contract should be suspended and the debt passed on to a debt collection agency unless the DD is reinstated within 28 days.... Simples

Re: O2 are aggressive bullies

Cleoriff — Mon, 14 Jul 2014 17:26:21 GMT

Not sure about being stuck between a rock and a hard place BoB.

If it is in the T&C's, then it should be implemented....

It can be set to any date of your choosing when you complete the DD mandate.

At the risk of sounding arrogant I can't understand why anyone would choose any other payment method (for anything).

You can either afford it...or you can't

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 17:33:37 GMT

What I mean is if for whatever reason a DD cannot be re set up they (02), still require payment.

I agree that DD is the cleanest way to pay.

Re: O2 are aggressive bullies

MI5 — Mon, 14 Jul 2014 17:37:48 GMT

@Anonymous wrote:
What I mean is if for whatever reason a DD cannot be re set up they (02), still require payment.

That's what PAYG is for.....

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 18:31:30 GMT

Agree with you @Cleoriff, BoB and @MI5.
Why people choose to pay by any other means I don't know.

The times people come on here as a result of payment issues but they don't pay by DD. For almost all it is by far and away the simplest.

I also think if it is in the T&C's to pay by DD then o2 should stick to it.

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 18:33:57 GMT

Seeing as none of you know my account, I'd say it's hard to judge. Being a O2 customer for several years with no issues at all, I'd suggest your all being harsh. It was very unclear DD was a requirement and as I had always paid by SO with no issues previously. No one has answered my question, all I'm saying is their method is very harsh to prevent calls etc in and out, I can understand outbound calls but inbound calls also?

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 18:37:27 GMT

In my experience O2 usually stop outbound calls and then after a short while if payment hasn't been made then inbound calls are stopped.

I haven't been harsh IMO. I've said some people prefer not to pay by DD which is why O2 offer alternatives.

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 18:41:21 GMT

Either way payment has not reached the account by the due date. That is the responsibility of the account holder.

After all you would not go to the supermarket, fill your trolley, get to the checkout and then advise your intention to pay in a fortnight but still take the trolley full with you would you?

Re: O2 are aggressive bullies

MI5 — Mon, 14 Jul 2014 18:52:55 GMT

I was actually having a go at O2 for allowing it to happen - Not you for doing it. But take it as you wish. Either way, if you had set a DD you would not be in this position now, would you?
I'm sure when you do contact O2 to sort this out, if you ask them they will set up a DD for you on your preferred date which will prevent this from ever happening again - A much better solution all round

Re: O2 are aggressive bullies

Anonymous — Mon, 14 Jul 2014 18:55:48 GMT

As before, you have no idea what's on my account. It's only just past it's due date and the payment was being looked into O2 and bam all cut off without notice.

Re: O2 are aggressive bullies

MI5 — Mon, 14 Jul 2014 18:57:49 GMT

Then if you feel it is unjustified the complaints process is detailed here http://www.o2.co.uk/how-to-complain