Help

[Anonymous]

Someone help or advice will do just payed my phone bill and 02 have took the same payment again so thay have took 2 payments for this month 02 have non stop messing me around with payments and my tariff

[Anonymous]

And cant phone them out night cause thay haven't a contact number

[Glory1]

Good morning @Anonymous.

You say you made a payment to O2 and they have taken the same payment again; making a total of 2 payments in the one month.

It could be you are on a Refresh contract, in which case 2 payments will be taken from your account. One is to cover the cost of the phone and the second, normally 2 weeks later, to cover the airtime. Full details of how a Refresh contract works are here:

https://www.o2.co.uk/help/pay-monthly/o2-refresh-explained

If you are not on Refresh you will need to speak to Customer Services direct as, being customers ourselves, we would have no access to your account. Details on how to contact them here:

http://www.o2.co.uk/contactus

I hope the above links prove helpful. However, please do let us know if we can be of any more assistance.

And welcome to the forum.

[Cleoriff]

A community guide to Refresh is here https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-does-O2-Refresh-work/ba-p/1014093. Should you need to contact customer services from the link in the previous post, then the best time is between 8-8.30am @Anonymous

[chrisymon]

No that is incorrect we do not take payments 2 weeks later than the first, both payments are due on the same day as bill produces both airtime and device which then require payment  14 days after, customer service can refund overpayment but is a bacs refund which can take upto 7 days or just leave it as a credit on your account, if however it is a refresh and you paid device plan twice you will be unable to get a refund on this as it is a credit agreement an will go down as a overpayment.

[Cleoriff]

It's difficult to know with the OP's post whether they have taken 2 payments...Airtime and device which would be correct...or the same payment(s) taken twice. Hence the need to contact customer services to check. This needs clarification as no-one can afford to make 2 payments twice in one month. @Anonymous Needs to make sure this doesn't happen again if it's the latter scenario

[MI5]

My guess is a misunderstanding of how refresh works and what payments are taken.

[Marjo]

Hello @Anonymous how are you doing? Did you get clarification on the 2 payments in the end? It would be lovely to hear back from you.