o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

[barnettgs]

My wife has recently signed up for Rolling Tariff with O2 Pay as You Go; however, she already has an old direct debit to top up her account every month for her old data tariff, but that has not been cancelled since then and she now has two payments in a month – one on the 21st and one coming on the 28th!  We are both deaf, and it is very difficult for us because the O2 support won't deal with us, it was because I was using a Typetalk service!

There is no way to cancel the old regular payment at o2 online or on myO2 app.

[Enlli]

Call Payment Management 

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

Sounds like she did not cancel her old account correctly 

Guide: Cancelling Your Contract 

[MI5]

@barnettgs 

You need to remove the payment method for the old PAYG auto top up.

You can do this in your wallet in your MyO2 and may necessitate setting up a new payment plan for the rolling plan if it uses the same card.

Useful link for the future here https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy

[jonsie]

Cancel the direct debit with your bank using online banking

No need to involve O2

[barnettgs]

There is no 'wallet' in my 02 app.  There is nothing in it that can cancel the subscription.  I guess she has to pop into a local O2 branch tomorrow.

Also, my Halifax support said that I have to go to the O2 branch!  Seems there are no other options other than going to the o2 branch. 

As for the first reply, that was what I did by calling them but they can not do it because I was using a typetalk service.

I used the old O2 web chat in the past and it has been great but they don't do that nowadays! (They use the useless bot!)

[madasaf1sh]

@barnettgs 

If it is PAYG then there is no Direct Debit, it's a CPA (Continuous Payment Authority) which your bank can cancel.. 

If popping into a o2 store make sure your wife has photo ID, as otherwise they wont be able to help..

Also o2 support the signvideo app or the Relay UK app... 

https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy#Waystogetintouch

[MI5]

As already posted above

[barnettgs]

The staff at the Magherafelt O2 branch were rude to my wife; however, she thought they had sorted it out until she showed me her phone was just being topped up with another £15!  She now has £39 on her phone balance!

There is no wallet or anything to cancel on the O2 app! The wallet is not available on the website, so I would appreciate it if you could clarify how we can cancel the payment ourselves.    Otherwise, you were just making it up.

I already spoke with the support for Halifax credit cards last month, but it seems that O2 is still taking payment!

Disrespectful!  Even the local branch cannot cancel the payment!

[barnettgs]

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@MI5 wrote:

@barnettgs 

You need to remove the payment method for the old PAYG auto top up.

You can do this in your wallet in your MyO2 and may necessitate setting up a new payment plan for the rolling plan if it uses the same card.

Useful link for the future here https://www.o2.co.uk/access-for-all/accessibility-vulnerable-customers-policy

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Just to point it out, I never marked this or any other post as a solution. Actually, she uses her own debit card for the new tariff, but there is nowhere to cancel the old payment, which is currently paid by the credit card, so it's another card. 

There is nowhere on the O2 website or app that would let you cancel the old PAYG auto- top-up!  Awful.

[Enlli]

If you can't cancel a recurring Debit Card payment via O2 you can do it through your bank as suggested 

I had to do that with RWG Mobile