Payment Trace

[Robo1962]

I wanted to pay off 2 devi ice plans in full early. I called O2 and was given the wrong bank account to make the payments to. Over £400 has been sat in the VMED bank account for 3 weeks and despite 5 calls and 4 emails including proof if payment, no one at CS can talk to the Payment Trace Team. I am now receiving 2 x overdue payment details every day and my credit score affected. Should I contact a solicitor or the press to get some reaction from a payments team member that no one can engage with verbally at o2 apparently 🤔 

[Cleoriff]

@Robo1962 

I'll tag one of our account advisors to see if she can help here. @O2Lisa are you able to sort this for @Robo1962?

[O2Lisa]

Thanks for the tag @Cleoriff 😊

@Robo1962 I'll message you privately and look in to this for you. 

[Cleoriff]

Thanks @O2Lisa x

[Robo1962]

Thank you to all the Agents that sent me an email in response to my earlier message with the same subject line asking for my telephone number so that they could help me. No one has called me. This is becoming a joke now O2. 3 weeks you have had my money and you are emaing me everyday saying I'm in arrears. Why cannot a manager take ownership of this and pick up a phone to finance/payments and get this sorted. Im fed up of agents telling me they cannot call another team now. Appalling Custimer Service. 

[Bambino]

@Robo1962 

You need to speak to the Payment Management Team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best chance of getting through is calling at 8 am

Instructions on how to download and use Skype to call 0800 numbers for free can be found in this link: Guide: Coronavirus Community Help and Support 

You can also reach O2 via social media:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Edit: @O2Trevski or @O2Ellie or @O2Emma can you please advise?

[O2Lisa]

Hey @Bambino, I'm already messaging @Robo1962 trying to get the problem sorted😊

[Robo1962]

Yes im the account holder [Personal details removed]

B AND L

[MI5]

@Robo1962 

You need to reply to the private message.

All details posted here are public so you should edit your post to remove them.

Also flagged to mods.

[TallTrees]

Hey @Robo1962 

Use the PRIVATE Message system top right hand corner little envelope.

Please to be secure remove your name and address as this is an open forum.

Use the drop down arrow to get edit under the date and time on the message.

Best wishes TallTrees