None payment of £0.00 debt

[SlimboyFat]

Hello,

I know that these posts are not monitored by O2 staff but this might help someone else and would also like to hear from anyone that had a similar problem and whether today's "Outcome" is likely to be the end of the problem...

I recently got my 1st £10.00 credit from "Airtime Rewards", as my bill is only £6.30 this was covered and I am still in credit.

25/08/24: Received a text stating "Your bill of £0.00 is overdue, so we've had to put restrictions on your service". Everything seemed to be working at this time.

Visited the O2 store, they where trying to help but could not get through to their version of customer services.

Returned home and called customer services. After being passed around several times the guy stated that it had been escalated and was sorted.

30/08/24: Received another text, as I have not paid the £0.00 more restrictions have been put on the account. I am unable to make calls or use data.

Tried calling Customer services on the mobile only to receive a computerised message stating that I owed £0.00 then a 2nd message stating as I had an "outstanding" payment they could not continue with the query!!!

Called customer services using the landline, eventually someone stated that my "account details" show that I owe £0.00 (actually in credit) but the payment side shows a £10.00 outstanding. Nobody could state what this £10.00 was for and as my bill is £6.30 with no "outside bundle" costs there can not be a £10.00 outstanding. He then stated he would put a £10.00 credit on the account to clear. This could take up to 2 hours. This did not happen.

31/08/24: Visited the store again, they got through to their customer services who stated that the credit would take up to 24 hours!!!

Received a text stating a credit had been added to my account but still unable to make calls / use data.

Called Customer services again. Passed through several departments again...

Eventually got through to someone that has set up a payment plan to to pay the £10 in 1 months time, this has allowed them to lift the restrictions. Stating that the problem has been escalated and would be sorted before the payment is due...

Is it likely to be sorted or am I going to be calling them again when they try to take the extra £10.00?

Is it worth emailing this to the complaints department?

Sorry for the rant.

Thanks

Dave

[Dan49]

Exactly the same has happened to me.

Bill just under £7, redeemed £40 Airtime Rewards last week.

Text and emails says £0.00 owing, O2 app says recent bill paid, but has a banner showing outstanding amount of £40...

Did your account get fixed?

[Oxonian]

You @Dan49 have a couple of options for contacting O2 - they are detailed earlier in this thread. 

The options are to contact O2 via social media or to 'phone the Payment Management team. 

Please also see :-

Guide: How to find help & contact O2 

[Dan49]

Thanks, I've already contacted the Payment Management team, apparently they are already aware of the issues and will fix soon.

[Oxonian]

Good luck @Dan49 ! 👍

[Dan49]

And now they have disconnected my service! I have called O2 multiple times, spent hours trying to resolve the billing error. Broken promises from last Monday, was told the issue would be resolved in 24 hours and the service was not at risk.

Today driving my lad back from an away football match 45 minutes from home, go to type in home postcode on Google Maps and guess what? Data/Calls suspended, can't even call from my phone get a recorded message saying you need to pay your £0.00 arrears before continuing with your query.

Currently on hold from wife's phone trying to resolve this situation.

Can anyone kindly advise how to register a formal complaint? Honestly can't remember having this much hassle over a companies mistake than this with O2.

[Oxonian]

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@Dan49 wrote:

And now they have disconnected my service! I have called O2 multiple times, spent hours trying to resolve the billing error. Broken promises from last Monday, was told the issue would be resolved in 24 hours and the service was not at risk.

Today driving my lad back from an away football match 45 minutes from home, go to type in home postcode on Google Maps and guess what? Data/Calls suspended, can't even call from my phone get a recorded message saying you need to pay your £0.00 arrears before continuing with your query.

Currently on hold from wife's phone trying to resolve this situation.

Can anyone kindly advise how to register a formal complaint? Honestly can't remember having this much hassle over a companies mistake than this with O2.

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I recommend @Dan49 that you delay complaining. O2 are currently taking up to eight weeks to investigate and respond to complaints and, during that period, other O2 teams will be either unable or unwilling to engage with you. 

I have previously suggested that you contact O2 via social media - did you try this ? The social media team are based in the UK and have a good reputation for solving problems. They can be reached on :-

  
Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

If you really want to complain :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf