Bill paid but 02 saying it isn’t

[Read1]

I paid my phone bill on 29th April - the amount has been taken from my bank and is showing on my statement. However, 02 are saying my bill is outstanding and when I go to click on the outstanding balance it says it is ‘processing payment’ it’s been 4 days since I paid my bill, the amount isn’t outstanding and I have now been cut off. I have contacted 02 web chat services but they are saying the amount is outstanding their end but I have confirmed with the bank the transaction was successfully made to them. They have told me to try and make the payment again but when I try to explain to them it says the payment is processing on the app they say that’s not what it’s saying on their system. I have screenshots of everything to prove what I’m saying and the amount has been paid but I have still been cut off! The payment clearly has been made as the app won’t let me made anymore payments and says the payment is processed but the customer service won’t accept this! 

Has anyone else had this problem? 

[Bambino]

@Read1 

You need to speak to the Payment Management Team on 0800 902 0217. Download Skype to call the Freephone number: Guide: A Guide to Skype or borrow a friend's phone.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

[Breanna]

Were you able to get in touch with the payment management team @Read1?

[RS2010]

Yes me! I’ve had the exact same problem! I made two payments on the O2 app on 28th April and have had the exact same problem as you describe with it having left my bank but not showing up as paid on O2’s systems. I even had two confirmation emails that the payments were made from O2.  I have spent hours on the phone to O2 and my bank trying to resolve this but nobody seems to know how to sort it out. They keep asking for a ‘GED’ number but this is only if the payment was made by direct debit and mine was made by debit card on the app! Also my bank haven’t got a clue what a ‘GED’ number is? Have you had any luck with getting it sorted?

[RS2010]

I have spoken to the Payment Management team multiple times and they are just as clueless as Customer Services! There doesn’t seems to be anybody at O2 that can resolve this, meanwhile I am over £200 out of pocket and my phones are at risk of disconnection.

[Bambino]

@RS2010 I will tag an O2 account advisor, but she won't be back online until Monday morning.

@O2Sarah- can you please assist?

[RS2010]

Thank you

[O2Sarah-]

Thanks for the tag @Bambino 

@RS2010 I will send you a private message so we can look into this. 

[Read1]

No - it was just an automated services the problem has not been resolved 

[Read1]

No luck what so ever and when I try to call them I just get an automated service. I have been fully cut off now and have proof and spoke to my bank about the payment being made! Which it was I am so unhappy about this