Bill confusion

[Brooke3]

Try and keep this short:

aug 2023 third party o2 contract started £31 per month (plus some upfront costs)

november 2024: upgraded started but then I cancelled. When I upgraded it moved me onto a airtime time of (£16 -20% dicount = £12.80)

So I now i expect to be paying about £31 per Month exc intrests (from my old phone, i still had 9 months left to pay)

Then i expect to pay £12.8 for airtime plan. So a total of approx £43.80.  But I spoke to o2 via live chat and call they either didnt understand my query or it's too much information for them. MY bill this month was Negative £5.30 .

My bill just feels completely wrong and messy, o2 staff don't have any recollection of my old third party plan despite it literally being in my o2 bills the past 17 months,  Everything looks wrong and no one understands who at o2 can i contact who will actually understand me. To clarify I've phoned the payments team twice they don't understand me at all Im getting nowhere, it's like they're just anticipating what I'm trying to explain to them when it's nothing to do with that

[Brooke3]

The upgrade was through o2 this time not third party to clarify

[pgn]

@Brooke3 - the first bill after an upgrade is usually all over the place, as O2 refund the month in advance you paid, or unused part thereof, and adjust for the new tariff you moved to at whatever date it was in the month.  So long as you have kept the original mobile phone number, the second month's bill should be a lot clearer. My advice is to hang fire until the second month bill lands, and then query if necessary: Guide: How to find help & contact O2