Direct Debit error leading to disconnection

[Anonymous]

Hi,
I'm rather angry and frustrated with o2 right now - I joined them about 9 months ago paying approx £15 per month for broadband and home phone by direct debit. A couple of times in the last few months O2 have failed to take the payment from my account despite the direct debit being valid (and plenty of money in my account) and I have had to make a manual payment by phone. This month it has happened again, but unfortunately I was on holiday abroad and have come home to find my phone and broadband cut off!
Direct debit means the onus is on the originator to take the payment promptly from my account, so the error is entirely O2's but they are punishing me by cutting me off!?! :robotmad: :robotmad: :robotmad:
I am seriously considering putting a complaint in and looking for a better provider, the customer service has been appalling. I would talk anyone I know out of using O2 as well.
Does anyone else have any similar experiences / ideas?

[Anonymous]

Hi,
I have heard of this with a different company. In the end it turned out to be an issue at the bank was preventing the request from being made. Even though there were sufficient funds and all was in order. So it may be worthwhile hanging fire while you investigate.
I would use the Complaint Review Service to find out what happened from O2's point of view and then if necessary use your bank's formal complaints procedure to follow up.

[Anonymous]

Might be worth speaking to the bank as you say. We've since heard from O2 customer services who said we could either pay manually now by phone (which solves nothing - it'll happen again next month!) or wait for a 'minimum of 5 days' whilst it is investigated. No urgency on their part then!
Thanks for replying.

[jonsie]

Stupid question maybe, but have you checked that O2 have definitely got the correct account details?

[Anonymous]

Hi im being disconnected for the over usage(unlimited my a*** term),paying £30 per month for phone and broadband(unbundled area).I suggest you stay disconnected and find an ISP who treat customers better,the same applies to anyone else who's having problems with them.Maybe once people start to leave they might show a bit more loyalty to their customers.Im also jacking in the 4 o2 family mobiles had enough of their s***.

[Anonymous]

Had a similar situation with a previous mobile contract, when we got to the bottom of it, O2 had cancelled the direct debit, had to pay by credit card and set up a new DD.

[Anonymous]

Just to update everyone, the problem is currently being investigated by O2. They said it would take at least a week, so in the meantime I have paid the outstanding bill manually (O2 confirmed it DID go through this time even though its not appeared on my bank balance as yet!) Unfortunately I also had no option but to pay the £10 reconnection fee otherwise would have been struggling without the net for a week. Apparently we can try and reclaim it through the 'normal process' but I'm not too optimistic so I might just let that one go. At least the problem is being looked at now (by a dedicated member of staff who will call US back for a change!)
However I will be leaving O2 at the end of my year contract as I've lost confidence in their systems and procedures.
Cheers

[Anonymous]

You want to wait and see what the problem is first.