Final bill

[Dave75]

I cancelled my contract and ported my number to another provider.O2 state on their website that they would issue a final bill within 14 days, and that this will be available on MyO2 but not the app. 

This is not true, and considering the number of people posting similar issues since 2020 should have been addressed a long time ago.

You cannot access your account once you cancel and so have no access to any bills, not even the final one. The standard response from people on here with O2 knowledge is to contact the customer services payment centre. They must be flooded with these calls - why don’t O2 just either give access until final bill is paid (or ongoing access given your bills are still there), or routinely email final bills. Why leave a bitter taste by forcing customers to have to try the ‘online live assistant help’, complain, call customer services etc. With this hassle for such a basic issue why would people want to return?

O2 used to be great, but this last experience has been very poor. Customer services do a good job in obviously difficult circumstances but the issue is basic and not a reflection on them.

[Enlli]

The whole thing is collapsing Customer Service wise it seems

[pgn]

Why not do what O2 say and pay by Direct Debit, and do not cancel the direct debit yourself until final monthly settlement (bill paid or refund made!) has been processed?

This is where the system falls flat - as well as MyO2 access being removed as soin as the PAC or STAC goes in for processing Guide: Cancelling Your Contract 

[Dave75]

I didn’t cancel my direct debit. I did as O2 say and kept it so that my bill would be paid when due. Call me old fashioned but I do like to at least have an idea of how my final bill is made up. How can I check the amount is correct if I don’t know the amount?

A direct debit is just the way of paying. The amount can vary. That is why all companies let you know in advance what the amount will be by giving you a bill. I knew what my monthly cost was originally and so had an idea of what the final bill was likely to be but wanted to check that it was correct. Common sense is to look at a bill.

[pgn]

I have always wondered - if you are on electronic billing, and you cancel, and your MyO2 access is terminated... how do you get to that last bill? Is it posted to your house address?

Lots of gaps in the process, and O2 forges forward with not a care for the broken bits behind them... I would infer bill amount from the value if the final Direct Debit, but you are correct in that the bill, that final account, is the definitive article - where do yo go to get it after leaving? 

[Dave75]

Exactly. Where do you go to get it. You go to overloaded customer services staff, once you have navigated the queue of callers, answered the various security questions and explained to a sympathetic ear what must be a common problem experienced by many. They locate the bill and email it to you is my hope, however despite assurances I wait….

On a more positive note I can advise that Tesco mobile (who use the same O2 network so coverage is the same) have been good. Easy porting my number in and nice simple app. Probably some rose tinted glasses type positivity on account of getting a spangly new phone and paying a bit less, and of course I am not trying to get a final bill after cancelling a contract. 

Time to go and do something nice in the sunshine I think. Have a good day everyone.

D75