Why won't you let me pay you??

[AngryAndy]

From talking to others I have found that the following may be a problem for many:

No debit card to hand?  I'll pay in store!

Oh, no.  For some reason O2 stores are merely showrooms for new handsets.  They do not accept payments for existing accounts.  Yes... SHOPS that won't take money when due & offered, astounding.

What about the Automated Payments line?

See above:  I have no debit card.

OK - Lets go 'Ol Skool, I'll try and Pay O2 by deposit directly in to their account.

2 phone agents told me this was impossible, which I doubted.  But then I recalled that O2 shops, unlike every other high street presence of a massive company, won't let you pay your bill.  This company operates in a more unusual way to every other consumer experience I have had.  So I called again.  The 3rd agent then called me back twice to tell me the previous bank payment information she'd given me was wrong.  Luckily this was just before I set foot into the bank used by O2.

Deposit made, mobile number given as reference; account SHOULD now be in credit.

OH - I've now been disconnected.  Strangely for a company that specialises in COMMUNICATION - they don't have anyone available to talk to after 9PM.  Finding contact numbers for landlines was like pulling teeth.  O2's website is actually very pretty - but intensely hard to navigate.

Direct Debit?

Need to be able to talk to someone ON A PHONE to sort this with my new bank details.  I could go in to store, but I now really doubt they'll be able to do anything - It is merely a showroom after all.  Also, I really have trouble getting out of the house much of the time due to long term health difficulties.  The resentment I have built up so far would only mean that I'd scream at the poor swine behind the counter; even though I know it is a company decision to have showrooms with little to no facility to service existing accounts at a very basic level, i.e. accepting a bloody payment.

Now I have received a demand for full settlement of account and handset loan.  Eh?  I PAYED YOU!!  I did so BEFORE you disconnected me.  Then you have the gall to tell me you want a reconnection fee.

How the hell am I supposed to get this reconnection fee to you?  Not in store, no one to answer phone after 9PM (I'm usually nocturnal) and even if I can get to a phone during your office hours - it's still AGONY trying to find the bloody number to call you on to start with.

Perhaps I should drive a herd of sheep whose value matches this fee to your head office, leave them in the car park and see if you accept this as payment?

No?  Alright, how about a crate of Krugerrand?  Maybe a grubby fat roll of $100 bills secured with a grubbier elastic band left at a 'dead drop' location known only to O2?

[AngryAndy]

Why is it at the BOTTOM?  Should I have to sift through the pretty graphics just to spot a link that really should be quite obvious and at the top of the page?  Even the contact us option gives me a number that doesn't seem to operate after 9PM & no one seems to be free on live chat either.

[Cleoriff]

No CS shut down at 9pm. You can't pay via live chat. In my link I have given you every payment method on offer. Nothing will allow you to pay in cash...though you can pay by cheque if you wish.....

You can set up a BAcs transfer also. have a look through the guide I provided.....

[Anonymous]

@Cleoriff obviously the op doesn't wish to listen to our advice

[AngryAndy]

@Cleoriff.

Thanks for the welcome.  I was actually told by CS that BACS payment wasn't acceptable (despite it using very similar and more fool-proof banking pathways to the counter deposit.  If they could accept a counter deposit, why not BACS).  Strangely I no longer own a cheque book, ordering one would simply take too long.  It is no longer standard in UK (and probably Europe) to issue cheque books.  The Cheque Guarantee scheme was scrapped many years ago, and so cheques have fallen in to disuse.  I know cheques sent by post are exempt from guarantee requirements; I just still have no cheque book.  My own branch states that they may handle 300 cheques per week & that this is considered rather high compared to other branches.

I'm rather baffled as I've been misinformed by CS on every occasion where I can get through to them by phone or live chat.  I cannot find out how much I now actually 'owe' as the pro forma letter I got didn't mention how much this undeserved reconnection fee / fine was. 

I can't send the Krugerrand I'm afraid - I'd love to be able to.  Can I interest you in a sheep?  You'll never need to mow a lawn again. 

[AngryAndy]

The op is reading your advice with interest and gratitude; but is still somewhat reeling from the absurdity of O2s business practises.

[Cleoriff]

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@AngryAndy wrote:

The op is reading your advice with interest and gratitude; but is still somewhat reeling from the absurdity of O2s business practises.

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Ok Andy...I will leave you to read...as this gal is off to bed...Goodnight...:smileywink:

[AngryAndy]

Thanks @Cleoriff - you've been more helpful than at least 5 people actually employed by O2.  You should at least be on some sort of stipend from them!

Sleep Well & many thanks again

NowJustBemusedAndy.

[Cleoriff]

By the way...the reconnection fee is £15. You can see how much you owe by going into MyO2

http://www.o2.co.uk/myo2

I will turn down the offer of a sheep...my garden isn't big enough....

[Anonymous]

Set up a S/O on you bank account with O2 bank information on it n you refer number is you acount number for you mobile phone contract.

[Bambino]

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@AngryAndy wrote:
Because I find DD difficult to maintain. I prefer to pay what is due, when it's due, in currency!

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The Terms & Conditions you agreed to when you took out your contract clearly state that you are meant to pay by Direct Debit. Had you taken the time to look, you would have seen that for yourself, but as you haven't, I've done it for you and have copied a direct quote from the T & C's here:

• 5.13 We require you to pay your Charges by direct debit unless we tell you otherwise. An additional Charge may apply if you don't pay by direct debit. We will set out the amount of any such charge on our Website. If you are paying by credit or debit card you authorise the payment card company to give us and, on a strictly confidential basis, to our sub-contractors and/or agents, details about your payment card account if it's necessary in connection with the Agreement. You also authorise them to let us know if your payment account is terminated or suspended at any time.

If you prefer to pay by another method, you only have yourself to blame when things go wrong. If you have trouble maintaining Direct Debits, maybe you should be on a Pay & Go tariff.