To our Managers and Social Media teams

[Cleoriff]

@Marjo @Martin-O2 @Chris_K 

An open post to you all.

Those of us who are on this forum day after day, 24/7, know that we are having many issues reported

from hundreds of customers.

The one which concerns me most is the major problem reported by a fair few people on here.

Apparently the system is failing to take monthly Direct Debits from customers who have money in their banks to pay. Then they have their accounts suspended through no fault of their own.

This is beyond belief actually.

Add to that, these customers are unable to get through to O2...

1) Due to their phones being cut off (even using Skype)

2) Also as there are not enough O2 staff to take the calls.

This will have an impact on their credit rating.

Something needs to done and quickly to rectify this matter.

My bill is due on the 23rd of this month. If this happens to me I will be more than angry!

I hope you read this and give a response. More than that, I hope you get this issue sorted out without delay.

Thanks.

[gmarkj]

I think there is also a secondary point to this @Chris_K, and that is around the standing up of issues.
How many threads were created because the network went down? As soon as there was a realisation there was an issue a notice on the main o2 page AND the community page should have been posted so that people would know a) there is an issue and b) o2 know about it.
The same is true of the subsequent texting issue. Notices should have gone up to belay fears on that point too.

[jonsie]

Customer service were still denying there was a problem hours after the dozens of threads on here.

[Mi-Amigo]

@Chris_K 

24 hours after my post

.... and answer came there none

the silence is deafening

[Cleoriff]

@Chris_K 

Re the direct debit issue. Two more posted tonight with the same problem. They have now been disconnected.

https://community.o2.co.uk/t5/Pay-Monthly/Payments/m-p/1345088#M196223 

Just to add, my husbands DD was due to be taken today. It wasn't.

[pgn]

And one I answered earlier that has reported the bill shows as Paid, but no sign of money having been withdrawn from the relevant bank account... Weirdness abounds, @Chris_K.

https://community.o2.co.uk/t5/Pay-Monthly/Bill-payment/m-p/1345190

[gmarkj]

Just updating with another thread of seemingly failed DDs...

https://community.o2.co.uk/t5/Pay-Monthly/O2-not-taking-payment-but-billing-says-paid/m-p/1345939#M1...

Can you please get someone to check what is going on @Chris_K  @Martin-O2  @Marjo as this is not a good look...

[Cleoriff]

Also here @Marjo @Chris_K @Martin-O2 

https://community.o2.co.uk/t5/Pay-Monthly/Late-Payment/m-p/1345940#M196559 

Slightly different as account is showing paid but no money taken from the banks.

[Cleoriff]

Just want to point out here that although my husbands bill is showing paid in My O2, it hasn't been taken out of our bank (due on the 9th)

He rang O2 (on one of the other numbers) and got through immediately. They confirmed payment HAS been taken and should show up in the bank today or tomorrow.

[jonsie]

As long as the accounts are updated then there will be no credit file defaults but this really needs sorting

[Cleoriff]

It certainly does @jonsie .

If you noticed the two threads @gmarkj  and I posted above, there are numerous issues.

*Payment not taken but money in bank to pay..

*Payment taken but not showing in Bank (which was my issue)