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Experience with Payment to Trace?

sally1996
Level 1: Joiner
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on ‎19-10-2023 21:36

on ‎19-10-2023 21:36

Hi all,

 

I've had a bar on my account for about a week because O2 lost the payment. I was advised to contact the payment to trace email which I have done. I had a couple of emails from them yesterday and none today. Does anyone know how I can get this resolved quickly? I'm very disappointed in this service and if I wasn't repaying my phone I'd be cancelling my service immediately.

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MI5
Level 94: Supreme
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on ‎19-10-2023 21:59

on ‎19-10-2023 21:59

@sally1996 

You're not the first and won't be the last this has happened to.

Unless you have a direct debit in place, there's no guarantee that O2's archaic payment system will process your payment in a timely manner.

All you can do is keep pushing O2 to sort it for you.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Oxonian
Level 37: Blazing a Trail
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on ‎23-10-2023 20:06

on ‎23-10-2023 20:06

@sally1996 

Has there been any progress in finding your payment yet ?

If there hasn't, I suggest that you ask your bank for the unique transaction identification number. It will probably be an eighteen digit number. O2 will need you to provide the unique transaction identification number to be able to search for your payment in its accounting records.    

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