Bill overdue

[amccluskey]

I recently ported my number to another network, I also changed banks and so my direct debit was cancelled. When I received a text telling me I owed £10 I tried to call CS but struggled to get through. By this stage my final bill had arrived and was £0.38, I managed to get through after scouring through O2 forums and finding a number that worked. They said the balance on my account was £0.38 and so I paid it.

Now I'm getting texts and emails saying my payment of £10.38 is overdue and they'll add 3.50 in the coming days. I called CS again this morning and was advised that there is no balance on the account and I should just ignroe the texts. I am concerned about this affected my creidt score, any heko? ink

[amccluskey]

Sorry, the phone glitched and I couldn't read what I was writing.

*concerned this will affect my credit score, any help?
thanks

[MI5]

@amccluskey 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.

[Cleoriff]

@amccluskey 

We have no access to your account so will ask our account advisor @O2Georgina to help in the morning.

[O2Georgina]

Hello @Cleoriff  Thanks for the tag, @amccluskey  I will send you a private message so we can look in to your query.

[MI5]

Did you manage to speak to O2 yesterday @amccluskey ?

[Cleoriff]

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@O2Georgina wrote:

Hello @Cleoriff  Thanks for the tag, @amccluskey  I will send you a private message so we can look in to your query.

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Thank you @O2Georgina 

[amccluskey]

I did on Friday, same advise as above given

[Cleoriff]

@amccluskey  Just look out for a private message from @O2Georgina. She is looking into this for you and will be wanting some details from you.

You will find your private message, top right hand side of page like so...

When the message is in the inbox you will see a (1)  in the area highlighted.

Edited spelling

[MI5]

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@amccluskey wrote:
I did on Friday, same advise as above given

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The texts are automated and it can take a while for the system to catch up and recognise a payment.

O2 will be able to see the correct account status so if they are saying there's no balance to pay, ask them to put that in an email to you so you are covered.