topic Payment not showing on account in Discussions & Feedback

Payment not showing on account

KHammond123 — Wed, 04 Oct 2023 18:02:02 GMT

I paid my bill on 2nd October in full through the app, it is still say it is unpaid and I have now been disconnected but the money has left my bank account. I am going round in circles trying to sort out, very frustrating can anyone help?

Re: Payment not showing on account

jonsie — Wed, 04 Oct 2023 18:06:03 GMT

This looks like something you’d need to call O2’s customer service team about – give them a call on 202 or 0344 809 0202

Use the specific Payment management number 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Re: Payment not showing on account

Enlli — Wed, 04 Oct 2023 18:07:45 GMT

You will need to contact 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

Or Message them

Facebook (https://o2uk.co/O2CFB)

X (Twitter) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) ,

they should be able to help you

You could download Skype to call the 0800 number without charge

Re: Payment not showing on account

KHammond123 — Wed, 04 Oct 2023 18:12:32 GMT

I’ve done this but cannot get through

Re: Payment not showing on account

KHammond123 — Wed, 04 Oct 2023 18:13:15 GMT

I’ve tried but been on hold for over 30 mins and cannot get through

Re: Payment not showing on account

Oxonian — Wed, 04 Oct 2023 19:45:57 GMT

@KHammond123

I suggest that you use the social media channels that @Enlli has detailed above.

Re: Payment not showing on account

Aceruzzo — Mon, 09 Oct 2023 06:00:39 GMT

I have exactly the same problem, you are not alone!

Re: Payment not showing on account

Aceruzzo — Mon, 09 Oct 2023 16:48:19 GMT

I feel your pain as I have tried every avenue these chat bots keep posting on here. I intend to go down the formal route:

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

You will find all the details here, let's hope AI hasn't infiltrated the humans at these addresses!

02 Complaint Review Service
Email complaintreviewservice@o2.com
Postal address
O2 Complaint Review Service
PO BOX 694
Winchester
SO23 5AP

Re: Payment not showing on account

Oxonian — Mon, 09 Oct 2023 18:39:40 GMT

@Aceruzzo

If your complaint is not dealt with within a reasonable period of time, check out the Resolver section on this page :-

How to Complain | Help | O2

Forum members have reported getting good results via that avenue.

Re: Payment not showing on account

madasaf1sh — Mon, 09 Oct 2023 18:41:58 GMT

@Aceruzzo

What Bot's are you on about..

This is not live chat and everyone on here is a real person....

Re: Payment not showing on account

NastyNigel — Fri, 10 Nov 2023 07:49:32 GMT

I have had the exact same problem for 2 months in a row. Payments taken from my bank account but not showing on my O2 account. The South African call centre are very limited it what they can do. All the time going round in circles with them. Even receiving default notifications from them in the post. They cut my phone off the first time and demanded that I pay again even though the payment had cleared my bank account. They tried doing a payment trace but couldn’t find it. Even gave them the banks payment reference number. Heard nothing for 8 days. Although they did lift the block. Which turned itself back on after 5 days. Eventually I got so fed up I used the above email address. They replied after 8 days and did another payment trace. After another 5 days payment found.
But it’s now done it again this month. Had to go through the same process again. Default letters, blocked phone. Eventually had to use Skype to get through to them as all calls had been barred. For a communication company they are very bad at communicating. Use the email address and stand your ground.

Re: Payment not showing on account

Oxonian — Fri, 10 Nov 2023 18:54:32 GMT

@NastyNigel

If that has happened two months in a row, I suggest that you complain.

I really find it hard to comprehend the mess that O2 have got into regarding payments not being credit to customer accounts and other customers being unable to pay when they want to.

If there are a significant number of complaints, O2 might do something about this, particularly as it is in their interests to solve it.

Re: Payment not showing on account

NastyNigel — Fri, 17 Nov 2023 18:36:58 GMT

I have complained on numerous times. They still can't find the payment even though it has cleared my bank. 3 payment traces, no replies to emails and promised to return calls and still nothing. This time I have decided to take it further and involve the ombudsman.

Re: Payment not showing on account

Oxonian — Fri, 17 Nov 2023 20:18:53 GMT

@NastyNigel

Have you tried Resolver ? they have a reputation for facilitating good outcomes :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Re: Payment not showing on account

NastyNigel — Fri, 17 Nov 2023 20:43:59 GMT

I have now opened a case with the Communications Ombudsman and also registered a complaint about service issues with Ofcom. Although Ofcom don't investigate individual cases they will eventually raise issues with a company if many complaints are received.

https://www.ofcom.org.uk/complaints/complain-about-phones-or-internet-services

Re: Payment not showing on account

Oxonian — Sat, 18 Nov 2023 18:47:25 GMT

@NastyNigel

Have you tried Resolver ? they have a reputation for facilitating good outcomes :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

The is no reason why you should not use Resolver alongside your complaint to Ofcom.