It depends on the level of restriction on an account @MI5 - initially calls are diverted to O2, however if an account remains in arrears then further restrictions are applied which prevent calls to 202 as well. Personally though I do agree with you.
Of course, if the account has reached the stage of disconnection then there's no longer a line on which to make any call, so it's not possible to allow the call to be made.
As an aside, if you really are struggling @Anonymous then pop into your local O2 store and they'll happily call the payment management/CS team on your behalf.
I work for O2, however any advice or opinion given in this community should be considered my own and not necessarily representative of Telefónica UK Limited.
