Trying to switch from Big Bundle to Rolling Plan. Debit card details being declined.

[MayoExile]

Hi,

I'm trying to switch from a Big Bundle to a Rolling Plan. However for whatever reason my debit card details are being declined. I keep getting the following message: "we cannot take your payment try a different card or try again". Don't know why this is happening. There's nothing wrong with the card in question. It's in date etc. Any suggestions?

Thanks.

[MI5 · Accepted solution]

@MayoExile 

You can reach 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

[MayoExile]

Well, i rang the number above and i ended up at the top up credit option which was no good. 

Rang 4445 twice and each time i got a totally unhelpful member of your support staff who kept insisting i had to add my bank card details via the app despite telling them more than once that my card details were being repeatedly declined which why i was ringing in the first place.

Come on guys, help me out here! Can i go into an O2 shop and get changed over to a PAYG Rolling Plan?

[MI5]

@MayoExile 

Standard lack of support from O2 these days.

Might be easier to just go in store.

[MayoExile]

Thanks. Yes, I’ll pop into my local store and see if I can sort this out.

[MayoExile]

Tried doing a manual top up to my Big Bundle tariff using my card. That failed too. Got the following message:

“We couldn’t process your payment.

Sorry, it’s not been possible to take your payment. Your phone has not been topped up. Please try again or use another card. If the problem continues you’ll need to contact your bank.”

All a bit of a shambles it has to be said.

[Barrett28]

Currently having the same issues. I rang up and they told me that they didn’t have a clue what I was on about. I was on the phone for over an hour as well trying to explain that I have money on my card but it was getting declined. Absolutely ridiculous.