Can’t pay bill online

[Briseis001]

I cancelled my contract within the 14 day cooling off period. I had an email asking me to pay my bill, presumably for the few days I had the sim. When I go to my O2, there is nothing there, no link to pay, nothing, presumably because I cancelled my account. I can’t pay it over the phone, as I can’t speak on the phone. The app no longer works for me either. How on earth can I pay this?

[Enlli · Accepted solution]

Payment Management is the best bet

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

[Rich123456]

I have a similar issue, i also cancelled my contract within the 14 days. Luckily I didn't use the SIM at all. I've phoned o2 twice now and been told that the contract has been cancelled and there is no charge to pay. Yet I'm still getting letters in the post and emails telling me I owe money and threatening debt collection agency involvement. They are so useless its hard to believe. 

[Enlli]

@Rich123456 Familiar story with O2

Have you tried the Payment Management number above?

[Briseis001]

I didn’t use the sim either, but they still want £1.62. I’m also getting demands for the original monthly contract amount, and being threatened with an extra charge if I don’t pay. Silly.

[Rich123456]

I have messaged them via FB so we shall see if that helps. Not really interested in spending another half an hour on the phone and being told the issue is sorted only to keep receiving demands for payment. 

[Oxonian]

@Briseis001 

@Rich123456 

Have these problems sorted themselves out ? If they haven't, you might in due course need to consider a complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Another possibility for you @Briseis001 is to write a cheque for £1.62 and to send it by recorded delivery post to O2 with a covering letter stating that you are tendering it in full and final settlement of all of your perceived arrears !  

[Lynne1990]

all the above applies to my self I’ve spent hour and I mean hour on the phone to them, I cancelled within the 14days, even been to store twice for them to take the sim off me, and also told me there is nothing they can do other than I have to pay it? Yet I didn’t use the card, cancelled it the shop took the card from me, not CS are tell me I need the sim for them to verify me!

I am sooooo glad I cancelled and stayed with another provider as O2 are absolutely garbage with trying to help you!

im so stressed as apparently they are sending bailiffs to my house for the sake of £15 yet I don’t know how it’s this much when the sim wasn’t even opened or activated? 

[Oxonian]

@Lynne1990 

Have you tried contacting the Payment Management team as suggested by @Enlli above ?

If you have and if that failed to resolve the matter, I have set out the complaints' procedure above and suggest that you then go on to utilise it. 👍

I am fairly sure that the Debt Collection Agency would have to get an order in court before distraint action can be undertaken, so that should give you the opportunity to challenge the assertion that you owe money. 😀