Never been so hard to pay a bill

[Anonymous]

Hi all, last attempt.

I recently left O2, left for EE. 

Couple days later I recieved a final bill of £30.58 which says it would be taken by direct debit, I didnt have direct debit setup, I always paid online/through the app. I went online to pay it and couldn't login, reset password and still couldn't login. Turns out O2 has closed my online account straight away.

Great.

I head over to live chat, explain the situation and then I'm told to call this number free on my O2 device, have you been listening? Yes sir, please call this number on your O2 device free he repeated again. I leave the chat with you get someone to call me on this number and I will gladly pay my bill.

Couple of days went past, nothing, I head to Twitter DM's with O2, now you may think why don't you just ring up? A premium rate number, paying to listen to a dodgy music whilst I wait. 

Where do they direct me? Back to live chat. 

Now the next day I get an email from O2 saying they are processing my refund, £16.98 appears in my bank a couple days later and I'm thinking that maybe the final bill was an error, they actually owed me.

Nope. I then get a text being threatened with a £3.50 charge for not paying my bill so I head back to Twitter DM's again, drop my number in and request a call. Request ignored.

This morning I have an email from O2 with my next bill, this time it's £14.08 please pay within 14 days.

So I go on the hunt, I'll drop O2 an email, get something else on record of my attempt to pay a bill by requesting a call. Nope, no email contact for email. It's either live chat or premium rate call. 

I have a collection of screenshots saved from all these conversations and repeated requests to get my call. 

O2 this is one more, drop me a private message I'll give you my number, I'll pay my bill but would like to have some explanation as to why the 2 bills and refund, not arguing the amount, just makes little sense thats all. 

You know where I am.  

[gmarkj · Accepted solution]

Hi @Anonymous.
This is not o2 customer service. This is a community for o2 customers. This means that (almost certainly) no-one from o2 will read this or call you.
As this is an account based query, we (me or anyone else here) cannot look into this to see what is going on.
There is a number to call which might be free if you have 03 numbers included in your allowances.
It is 0344 8090202.
o2 don't have an email contact unless it is a complaint.
All other ways to contact them are found on the below link:
https://www.o2.co.uk/contactus

[gindygoo]

Woah you're on a track to a non payment strike on your credit file if you don't get this bill paid. O2 categorically will NOT call you from posting here as it's a customer to customer forum.

My advise is to try the above number offered but if that doesn't work then bite the bullet and just call them. O2 always send in bailiffs also, every single time. They've done it to ppl for pennies, they've ruined ppl's credit file for pennies. Don't allow your annoyance to effect your ability to get on in life in the future, or do. Your choice 😟

[jonsie]

Try these numbers
Switchboard: +44 (0)113 272 2000 Call: +44 (0)113 272 2000

[MI5]

Where did you get the idea it was a premium rate number to call?

[Martin-O2]

Hi @Anonymous how are you getting on with this? Did you manage to get your final bill paid?