topic Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account in Pay As You Go

o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

barnettgs — Mon, 24 Mar 2025 17:02:37 GMT

My wife has recently signed up for Rolling Tariff with O2 Pay as You Go; however, she already has an old direct debit to top up her account every month for her old data tariff, but that has not been cancelled since then and she now has two payments in a month – one on the 21st and one coming on the 28th! We are both deaf, and it is very difficult for us because the O2 support won't deal with us, it was because I was using a Typetalk service!

There is no way to cancel the old regular payment at o2 online or on myO2 app.

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

Enlli — Mon, 24 Mar 2025 17:06:35 GMT

Call Payment Management

You can reach 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

Sounds like she did not cancel her old account correctly

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

MI5 — Mon, 24 Mar 2025 17:10:07 GMT

@barnettgs

You need to remove the payment method for the old PAYG auto top up.

You can do this in your wallet in your MyO2 and may necessitate setting up a new payment plan for the rolling plan if it uses the same card.

Useful link for the future here https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

jonsie — Mon, 24 Mar 2025 17:24:45 GMT

Cancel the direct debit with your bank using online banking

No need to involve O2

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

barnettgs — Mon, 24 Mar 2025 17:40:22 GMT

There is no 'wallet' in my 02 app. There is nothing in it that can cancel the subscription. I guess she has to pop into a local O2 branch tomorrow.

Also, my Halifax support said that I have to go to the O2 branch! Seems there are no other options other than going to the o2 branch.

As for the first reply, that was what I did by calling them but they can not do it because I was using a typetalk service.

I used the old O2 web chat in the past and it has been great but they don't do that nowadays! (They use the useless bot!)

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

madasaf1sh — Mon, 24 Mar 2025 18:12:12 GMT

@barnettgs

If it is PAYG then there is no Direct Debit, it's a CPA (Continuous Payment Authority) which your bank can cancel..

If popping into a o2 store make sure your wife has photo ID, as otherwise they wont be able to help..

Also o2 support the signvideo app or the Relay UK app...

https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy#Waystogetintouch

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

MI5 — Mon, 24 Mar 2025 18:17:13 GMT

As already posted above

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

barnettgs — Tue, 22 Apr 2025 17:22:04 GMT

The staff at the Magherafelt O2 branch were rude to my wife; however, she thought they had sorted it out until she showed me her phone was just being topped up with another £15! She now has £39 on her phone balance!

There is no wallet or anything to cancel on the O2 app! The wallet is not available on the website, so I would appreciate it if you could clarify how we can cancel the payment ourselves. Otherwise, you were just making it up.

I already spoke with the support for Halifax credit cards last month, but it seems that O2 is still taking payment!

Disrespectful! Even the local branch cannot cancel the payment!

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

barnettgs — Tue, 22 Apr 2025 17:29:28 GMT

@MI5 wrote:
@barnettgs
You need to remove the payment method for the old PAYG auto top up.
You can do this in your wallet in your MyO2 and may necessitate setting up a new payment plan for the rolling plan if it uses the same card.
Useful link for the future here https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy

Just to point it out, I never marked this or any other post as a solution. Actually, she uses her own debit card for the new tariff, but there is nowhere to cancel the old payment, which is currently paid by the credit card, so it's another card.

There is nowhere on the O2 website or app that would let you cancel the old PAYG auto- top-up! Awful.

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

Enlli — Tue, 22 Apr 2025 18:03:32 GMT

If you can't cancel a recurring Debit Card payment via O2 you can do it through your bank as suggested

I had to do that with RWG Mobile

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

barnettgs — Tue, 22 Apr 2025 18:01:32 GMT

@Enlli wrote:
Call Payment Management
You can reach 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
Sounds like she did not cancel her old account correctly
Guide: Cancelling Your Contract

Even the payment management guy insists that my wife should visit the O2 branch with an ID card. Eventually, I had to explain to my relay call operation that he couldn't find anything in my wife's account. He then suggested that my wife could cancel it via the O2 app, but there was nowhere to do so! Do I need to repeat?

It seems to me that common sense has absolutely disappeared from the O2!

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

barnettgs — Tue, 22 Apr 2025 18:55:12 GMT

The situation has just been resolved, and having discussed it with the Halifax Mastercard staff via Relay UK service, cancelling the credit card and getting a new one is the only solution, unfortunately!

That sums up the O2.

I only found out about the many negative reviews of the O2 on Trustpilot regarding the unauthorised payments; no wonder the O2 is becoming a very difficult company to deal with!

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

barnettgs — Wed, 21 May 2025 11:53:38 GMT

O2 is pure evil! They still managed to get hold of my new card and took the payment today!! How can it be?!

My wife is very upset.

My Halifax Mastercard credit card support team won't help us, neither will O2. Nor the O2 shop!

Re: o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

Enlli — Wed, 21 May 2025 14:58:35 GMT

If this is a recurring card payment and O2 are not cancelling it when asked the bank can do so.

How do I know? Well I had a similar situation with RWG mobile and Lloyds Bank cancelled it for me as per this article

https://www.moneysavingexpert.com/banking/recurring-payments/#cancel