topic Re: VAT INVOICE in Pay Monthly

VAT INVOICE

Anonymous — Fri, 01 Aug 2014 22:12:01 GMT

I have been an 02 pay monthly customer for almost 20 years and always recommended them to friends and family, they have always been friendly, efficient and helpful until now.

On 24 June I rang up and purchased a new phone, memory card and flip case requesting a VAT invoice which I was told would arrive with the phone, as usual my delivery arrived the next day but no VAT invoice.

I have been on live chat 3 times telephoned 3 times and despite being told I would receive a VAT invoice all I get is proof of purchase which does not have a VAT number on so I have not been able to reclaim VAT.

Today I was holding on for 59 minutes only to be told it is not possible to produce a VAT invoice which I find rediculous, I am so disappointed with this that after being a loyal customer for all this time feel like cancelling my contract as I can no longer trust the service I am now receiving from 02.

Can anyone explain why it is not possible to provide a VAT invoice because my monthly invoice has VAT charged to what is the difference ?

Re: VAT INVOICE

jonsie — Fri, 01 Aug 2014 22:20:30 GMT

Can you not print it out from My O2? All my monthly bills show as a VAT invoice.

Re: VAT INVOICE

Anonymous — Fri, 01 Aug 2014 23:22:17 GMT

Can you not just view your bill on line and then take a screen shot and print or save it? This way you can see the VAT element of your bill

Re: VAT INVOICE

Anonymous — Sat, 02 Aug 2014 06:46:52 GMT

No I cannot print it out because although I am a pay monthly customer which I made clear at the time and also told them I would need a VAT invoice for some reason they processed my request as a Pre Pay Top-Up do not know why but that is why I am having this problem now.

Re: VAT INVOICE

pgn — Sat, 02 Aug 2014 08:08:49 GMT

My May and June bills do not show VAT details... Can I get a VAT invoice for those two months? You'd think it would be easy, but despite several calls and waiting for the promised PAPER VAT invoices in the mail, not a dickie bird.... Still waiting!

Re: VAT INVOICE

jonsie — Sat, 02 Aug 2014 08:29:01 GMT

O2 say it's very simple to get a VAT invoice....obviously it's not.

From the support page: http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=22386

How do I get a VAT invoice?

Click here and request a VAT invoice via chat

Electronic VAT invoices are free. You may be charged for VAT invoices by post.

http://www.o2.co.uk/assets/O2HybridNav/Static-files/BillRedesign/BillRedesignHtmlDemo/OL_VAT.html

Re: VAT INVOICE

Anonymous — Sat, 02 Aug 2014 08:57:44 GMT

I have done the request invoice through "chat" 3 times and every time they say will send invoice but it is not an invoice it is proof of order and does not show their VAT number so is to accepted by VAT Office, basically it is done to the language barrier they think it is a VAT invoice they are sending and tell you it is but sadly it is not !!

Re: VAT INVOICE

aldaweb — Sat, 02 Aug 2014 15:29:32 GMT

I'm not sure what the problem is here but it is definitely possible to get a VAT invoice as I get sent one every month. the fact that I do not always receive them is the (lack of) responsibility of the Royal Mail whom I have had to make a complaint against as so much mail has been misappropriated.

You should be able to see a pdf copy of your bill though in MyO2 which you can print off but as you have found it doesn't contain the VAT number.

Re: VAT INVOICE

MI5 — Sat, 02 Aug 2014 15:27:41 GMT

I'm not sure why either but I remember a thread a while back where someone was having great difficulty in getting a VAT invoice out of O2.
Maybe online chat don't fully understand what VAT is but that's no excuse for UK CS......?

Re: VAT INVOICE

jonsie — Sat, 02 Aug 2014 15:43:34 GMT

@aldaweb wrote:
I'm not sure what the problem is here but it is definitely possible to get a VAT invoice as I get sent one every month. the fact that I do not always receive them is the (lack of) responsibility of the Royal Mail whom I have had to make a complaint against as so much mail has been misappropriated.

You should be able to see a pdf copy of your bill though in MyO2 which you can print off but as you have found it doesn't contain the VAT number.

It does now show the vat number as in my screenshot above.

Re: VAT INVOICE

aldaweb — Sat, 02 Aug 2014 16:09:41 GMT

Maybe I need stronger glasses as I cannot see the VAT number in your post or on the pdf bill.

I can see the VAT amount but not the O2's VAT registration number.

Re: VAT INVOICE

jonsie — Sat, 02 Aug 2014 16:14:34 GMT

Should have gone to Specsavers

Post 2 in this thread

Re: VAT INVOICE

aldaweb — Sat, 02 Aug 2014 17:09:04 GMT

That would explain it, I was looking at post 6

Re: VAT INVOICE

pgn — Sat, 02 Aug 2014 18:08:03 GMT

All my online MyO2 bills contain the correct VAT invoices _except_ for May2014 and June2014. Each time O2 have said they will send the missing invoices within 14days by regular mail, but I never receive them.

Could this be because my MyO2 account use set up for paperless billing...? And why can the 2 x incorrect online pdf bills not be replaced with the electronic copy of what O2 say they have sent to me (three times now!)...?

The last agent I spoke to could see that the correctly-formatted VAT invoices were visible in the O2 view of my account, but could not explain why my view of my MyO2 still shows incorrectly-formatted bills for May2014 and June2014. It's a mystery...

Re: VAT INVOICE

MI5 — Sat, 02 Aug 2014 18:34:52 GMT

@pgn wrote:

It's a mystery...

It certainly is.... and not one likely to be resolved anytime soon either, by the sounds of it

Re: VAT INVOICE

jonsie — Sat, 02 Aug 2014 18:55:40 GMT

I think I would be doctoring and rescanning documents by now.:smileywink:

Re: VAT INVOICE

MI5 — Sat, 02 Aug 2014 18:59:53 GMT

@jonsie wrote:
I think I would be doctoring and rescanning documents by now.:smileywink:

That would work

Re: VAT INVOICE

pgn — Sun, 03 Aug 2014 09:07:06 GMT

And a nice e-mail on 02-Aug from mycare@o2 containing copy bills for May and June with " This is not a VAT invoice" emblazoned across the middle of the page...

Where's the sellotape and Pritt?
>> sigh <<

Re: VAT INVOICE

jonsie — Sun, 03 Aug 2014 09:13:47 GMT

It really shouldn't be that difficult to produce the missing vat invoices. Why do O2 make the simplest things so difficult!

Re: VAT INVOICE

Anonymous — Sun, 03 Aug 2014 11:53:25 GMT

Like you say it shouldn't be so hard O2 as a company should know all about the need for vat receipts 😞