topic Re: Requesting VAT bills retrospectively in My O2

Requesting VAT bills retrospectively

annab2 — Tue, 24 Sep 2024 16:18:00 GMT

Ive been onto 3 different departments over the phone and no-one seems to be able to help. They can amend my account to show VAT charges moving forward but to show VAT charge breakdown on past bills no-one knows. Help - this should be a basic request. help!

Re: Requesting VAT bills retrospectively

MI5 — Tue, 24 Sep 2024 16:29:41 GMT

@annab2

If you need vat billing you should be using a business account.

Consumer accounts are not set up for vat billing.

If payment management cvan't help, I'm not sure anyone can.

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: Requesting VAT bills retrospectively

annab2 — Tue, 24 Sep 2024 17:20:27 GMT

Thanks for info

I was on the phone for nearly an hour in the end and no-one has the same information.

The option to have the VAT breakdown on bills has only recently been taken away due to a new system being brought in - apparently the two systems dont talk to each other hence they cant draw up the old bills. And the new system's 'tools' are down so unable to process on the phone.

My request has been passed to a 'back office' where it will take 7-10 days for someone to get back to me. How is this a functioning service?? This should be a simple request. My mobile has been used for business for over 20 years and to have access to VAT billing is a basic requirement. Im a sole trader not a huge corporation. O2 you need to get this sorted.

Re: Requesting VAT bills retrospectively

annab2 — Tue, 24 Sep 2024 17:23:03 GMT

p.s I was passed to Payment Mgmt Team. The operator "had never heard of this request before" and put me on hold to find out. The next time someone spoke to me - I had been transferred back to a new customer service operator without any explanation and had to input all the security checks again. Mind numbingly poor service.

Re: Requesting VAT bills retrospectively

MI5 — Tue, 24 Sep 2024 17:24:47 GMT

Sadly standard these days @annab2

Re: Requesting VAT bills retrospectively

pgn — Tue, 24 Sep 2024 18:47:25 GMT

And the "new" 360 enabled consumer MyO2 system shows ...

Re: Requesting VAT bills retrospectively

MI5 — Tue, 24 Sep 2024 18:52:52 GMT

@annab2 has requested vat invoices going forward but wants copies of previous bills with a vat breakdown.

Re: Requesting VAT bills retrospectively

pgn — Tue, 24 Sep 2024 18:59:48 GMT

Yep, t'is troublesome, having been through that mill many moons ago.

I ended up photocopying the footer off a VAT invoice onto the standard paper one they sent me... eventually.

Good luck, @annab2 and thanks for the nudge back on-topic @MI5

Re: Requesting VAT bills retrospectively

MI5 — Tue, 24 Sep 2024 19:24:48 GMT

Any luck since earlier @annab2 ?

Re: Requesting VAT bills retrospectively

annab2 — Thu, 26 Sep 2024 11:56:10 GMT

Hiya, no not yet. Thanks for checking back.

Im not holding out much hope of getting anything sent through from "back office". Customer service has booked in a follow up call in 10 days to check on progress. But since they can't solve the issue as their system is "broken" Im not sure who is accountable.

Re: Requesting VAT bills retrospectively

MI5 — Thu, 26 Sep 2024 14:13:12 GMT

Not sure you will get the result you desire with this @annab2

Simple tasks are beyond their capability currently, so anything more complicated would be a miracle.