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]

@Movieworld The only thing we can suggest is for you to speak to 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

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

[Oxonian]

@Movieworld 

If that happened today, I suggest that you give it a couple of days to see if it works through the system. 

If it doesn't sort itself out, I suggest that you speak to your bank and ask them for the payment's unique transaction identification number, which is likely to be an eighteen digit number.  

When you speak to O2, I would be surprised if they can trace your payment without being provided with that number. 

[Penny93]

@O2Sarah can you please help?

I'm beginning to have the same issue. I paid online as I always do but when I did the website froze, and it left my bank but it's still saying I owe money when it's paid. Please assist? 

[Bambino]

@Penny93 O2 has removed our ability to contact the advisors through this forum. You will have to use the Payment Management number to resolve your issue.

[Oxonian]

@Penny93 

I suggested (above) to @Movieworld a couple of days ago that it would be an idea to get the payment's unique transaction identification number, which is likely to be an eighteen digit number, from the bank before contacting O2. 

I suggest that you do likewise. When you speak to O2, I would be surprised if they can trace your payment without being provided with that number. 

[Penny93]

Yes, they indeed require a GED number. However, I realised my transaction on my bank is still pending. My bank told me that if it is not accepted by O2 soon, it will cancel automatically. Fingers crossed that's the case. 

[Enlli]

@Penny93 

By the number of post on here it appears the payment system is broke

Can only suggest going through the Payment Management Number

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

[Oxonian]

Very much broken @Enlli.

I suppose that the one consolation is that this is likely to be sorted out at pace once O2's senior management become aware of the problem. No business can afford to have customers who cannot physically pay their bills as cash flow is critical to the success of any business whether large or small.

I wonder whether @Dave-O2 might wish to feed this up the line of command. A fix will surely be regarded as high priority ?   

[Penny93]

O2 won't do anything until I can get a ged number which bank can't do until it clears. 

However, I've never had a payment pending this long before so honestly should bounce back to me tomorrow or Tuesday hopefully.

Is there lots of posts about this at the moment then? 

[Oxonian]

@Penny93 

Yes, if you search this forum, you will find multiple posts on this subject. 

I am not sure whether it varies from bank to bank or is standard, but I believe that a payment can be pending for a maximum of seven days.