Bill paid and money taken but O2 saying it’s not paid.

[miri123]

Hi. 

I paid my airtime and device plan this morning at 9.00 and I had no confirmation emails and my account didn’t update on the app to say I had paid. 

I got in touch with O2 and they have said that my payment isn’t registering and the payment is still outstanding but they’ve taken the money from my bank account. 

can someone help with this? 

[Enlli]

We are all customers so we can't access accounts.

As it was 9am Saturday it may not have gone through the system, it's not instant.

Really you should think of using Direct Debit as recommended.

You can talk to Payment Management

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

Or Message them

Facebook (https://o2uk.co/O2CFB)  

X (Twitter) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) ,

 they should be able to help you

[miri123]

It’s saying on their system it’s not gone through and I still owe the bill but it has gone as it’s been taken from my bank account. 

has anyone had this issue?

[Bambino]

@miri123 Bank payments are not instantaneous. It can take 48 hours for the funds to clear O2's account, and as you paid on a Saturday it will probably not clear until early next week. If you want to avoid problems like this going forward, set up a Direct Debit as you've already been advised.

https://www.o2.co.uk/help/account-and-billing/payment-support

[miri123]

So why hasn’t this happened before every time I pay on a Saturday which is every month? 

Why are you so rude? I don’t want to set up a direct debit 

[Bambino]

@miri123 No one is being rude. We are offering you advice on what you should do. If you choose to ignore the advice, that's up to you. You've been given the Payment Management number. I suggest you use it.