Experience with Payment to Trace?

[sally1996]

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.

[MI5]

@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.

[Oxonian]

@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.