Upgrade payment keeps failing

[Anonymous]

Hi,

Trying to upgrade to the iPhone 6.  When I put in my card details and tried to pay for the upgrade it failed, saying,  "There was a problem taking this payment" or words to that affect.  After trying a few times I contracted my bank who said they hadn't received any requests for payment so the issue was at O2's end.  I tried with another card from a different financial provider and got the same result.  At this point I contacted customer services on Livechat and was send a link (with a discount on the original deal) but received the same problem when trying to pay.  They gave me a number for O2 payments who told me that there were no known faults and asked me to try again in 24 hours.  I have just waited over 24 hours and tried to pay again twice (with two different cards from two different financial providers) and it has failed again.  The link with the discount deal expires in 48 hours.  I'm busy at work all night so can't call them up again.  Can anyone suggest anything or know what the problem might be?  

Thanks

[Anonymous]

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@jonsie wrote:

If it's your day off, do you not have a local O2 store? You could walk out with the phone if you take a trip down there, stock permitting.

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Won't you get arrested if you just walk out the shop with a new phone?  I tend to pay for mine first, but maybe that's just me being old fashioned?

[jonsie]

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@Anonymous wrote:

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@jonsie wrote:

If it's your day off, do you not have a local O2 store? You could walk out with the phone if you take a trip down there, stock permitting.

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Won't you get arrested if you just walk out the shop with a new phone?  I tend to pay for mine first, but maybe that's just me being old fashioned?

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Disclaimer

The community member takes no responsibility for any criminal prosecutions that may/would/could be taken resulting from following any advice he/she gives in good faith and taken without due thought to the consequences of misunderstanding correct purchase procedures.

[Anonymous]

I think the OP is getting confused about upgrading or buying in an o2 store.

You do the whole transaction in store. Not ordering online at all. That way assuming the phone you want is in stock in the store you go in (with i.d.) and your payment. Do the deal. Walk out with new phone. Job done.

[Anonymous]

Having phoned again this morning about this, I was advised there was no reason it shouldn't work and the girl on the phone said she'd send a new link with my order to try.  I was dubious and asked what I should do if that still wouldn't work, she suggested just going into the shop (great, cool, I didn't want to relax and do something else on my day off anyway).  

Well that was half an hour ago and having checked my inbox there's been no new link sent to me (yes I've looked in the junk).

Been with O2 a long time, and i'm trying to lengthen that for a further 2 years but no one from CS has had any solutions.  There's been no method of escalating an issue to someone who can help.  Each encounter with them has been "go away and try again".  Who was it who said the definition of madness is trying the same thing over and over and expecting different results?

I'll go into town and the O2 shop now.  The deal i've been offered is a pretty good one which is the only reason i'm persisting and not taking my custom elsewhere.

[MI5]

It would appear that since Capita took over from actual O2 employees that the standard of CS has dropped dramatically 😞

[jonsie]

At least you will know if they have the phone in stock. Ordering online means they take your money and you may be waiting for a phone that could take weeks to be back in stock.

[Cleoriff]

@AnonymousGood call going into the shop...at least if they have the phone/deal you are after it may not be such a wasted day off?

As for this comment of yours.... "Who was it who said the definition of madness is trying the same thing over and over and expecting different results?" .....That could be me...anytime I try something technical with my phone

[Anonymous]

what a joke. I went in store and explained the situation. No problem they come out of the storeroom, with my shiny new iPhone 6.

Then when they take my details, they want to charge me the standard amount That the phone is available for online. Err no I protest, I got sent a link with a discount. "Sorry sir" there's nothing I can do says he. I ask if there's no one more senior he can contact, and he then says I can use their phone to call up their customer services. Surely he should do that right ?

I phone up customer services AGAIN, and the guy on the line is just baffled, doesn't know what to do. He goes off to speak to his boss (finally someone escalating a problem) and comes back and offers to add the cost of the handset to the next bill, thus negating the need to make a payment. I've agreed to this as a last resort, going for lunch and if the new link isn't sent by the time I've finished I will be leaving O2.

[Anonymous]

I suspect the live chat offer wasn't noted on your account or should not have been made. If it was noted it should have been accepted in store.

DId you say you had a transcript? If so that should be noted and honored

[Cleoriff]

Absolutely awful state of affairs @Anonymous ...and a case that the right hand doesn't know what the left hand is doing...

Sometimes it happens that online have offers that aren't available in store...but the fact you tried to purchase online and couldn't is no fault of yours. I do hope this code comes through for you...