Service suspended 2 days after renewing

[g7rpo]

Currently on hold listening to a very bad version of the arctic monkeys trying to find out why my service has been suspended when the recorded message advises me that the amount I owe is zero!

Now i have to spend time time listening to the attrocious music while I wait for a CS person.

[g7rpo]

Yep, sorry all sorted, took a couple of hours to get data back but was all back my about 2pm the next day

[jonsie]

Good news @g7rpo 😀

[MI5]

Good to hear mate.

[Cleoriff]

Yes.. great to hear @g7rpo

[g7rpo]

Unfortunately this isnt where it ended.

During the initial call where my service was suspended, I was given a £10 goodwill credit, so I paid £15 on a card as the outstanding was £25.

On the 6th I was suspended again, due an outstanding £10 owed on the device plan....At this point I was getting exasperated.

The CSR kept telling me why it had happened but couldn't explain to me how it was acceptable that this happened.

Eventually spoke to a manager who was excellent, and restored service and promised me that this wouldn't happen again...

Today I got an email and a letter telling me that if I didn't clear the outstanding balance of £10 then I would be disconnected and charged the entire contract.

Called once more (have 1 more day on my cooling off period) before I move to another carrier.

Spoke to a CSR who didn't seem to be able to grasp my problem, asked to speak to a manager to whom I went through it all again, he explained that the credit was added to the airtime and not device plan, and that this couldn't be moved to the device plan.

With this explained I agreed to pay the £10 on a card and was put through to the payment dept.


Was on hold for a while but eventually spoke to someone who told me that he had moved the £10 from the airtime to the device plan and everything would continue and payments would be made via DD as they should.

I am very confused and also expecting that my service will be disconnected tomorrow and Ill be going to another carrier.

Will be interesting....

[Cleoriff]

What an absolute mess @g7rpo

Hopefully this is now sorted. Fingers crossed

[MI5]

You couldn't make it up, but unfortunately, you don't have to with O2!

[madasaf1sh]

The credit control / payment team and even platinum teams can do things normal agents and managers can’t do.. it’s as simple as that really

[jonsie]

You have finally spoken to the right people. I am sure all will be ok now though....