All debit/ credit cards rejected for payment since 3 months ago

[KL852]

I tried paying online and through the app, however all the local credit/ debit cards were rejected, the message says "please contact your bank". Tried the following but failed:

1. Update the app

2. Spoke to the banks, they confirmed that they did not ban O2 websites, neither my daily limit was reached. Meanwhile, I can still shop online, paying for bills of over GBP200.

O2 did not manage to find the clue and did not communicate.

The only thing I noted was that my O2 register email is different than that for credit/ debit cards, but the addresses are the same. I don't think it's a problem with the bank details.

Any insight would be helpful, thank you.

[MI5 · Accepted solution]

@KL852 

You need to contact payment management
To pay bills, ask for payment extensions etc, you need to contact the Payment Management Team.
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
https://www.o2.co.uk/help/account-and-billing/payment-support
Best time to call is around 8.00am

Guide: How to Pay Your Bill (Airtime & Device Plans) 

[Enlli]

I notice you said 'local credit/debit' cards and you mentioned GBP 200.

Are you abroad? O2 will only accept cards issued in the UK. Is this the case?

[KL852]

Thanks for your reply.

As mentioned, yes I have UK local credit and debit cards.

I indicated the currency to provide accurate information, as to prove that my cards can settle local transactions.

[KL852]

Thanks for your feedback. I have been calling the hotline to pay and make an inquiry about the situation the last three months, unfortunately the team failed to provide a long-term solution.

Was using their online chat service four days ago, while the staffer was checking my case, all of a sudden the chat dropped off and the function isn't available since then. 🙄

[MI5]

@KL852 

O2's payment system can be flaky at the best of times.

Setting up a direct debit is the safest way to pay Guide: How to Pay Your Bill (Airtime & Device Plans) 

[KL852]

Thanks for your reply

O2 overcharged me a few times, therefore I don't want to set up a direct debit.

Unfortunately the problem has not been resolved, O2 is horrible and I need to consider moving on.