Cant pay bill Via app or website

[Steven_reilly]

Hi Guys,

I cant seem to pay my bill through the app or the through the website. Tried a couple of different cards. When it takes me to the authorisation page it goes through and then it says that the payment could not be processed. Tried ringing the Payment team number to no avail, as you cant get through to an advisor unless it is fraud related. Any ideas?

Ta

[MI5]

@Steven_reilly 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
Or 202 from your O2 mobile.
Advice from an O2 Guru to get through:
When you call 202, you will be asked for 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.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.

[Steven_reilly]

Good afternoon,

I followed your advice and got through to someone eventually by dialling 202 through my phone. I have a worry however that i have been scammed in a way, I spoke to someone on the phone and told him my problem and eventually he gave me a bank account to transfer the amount due to and said that my app would be updated in 24hr. It seemed somewhat legit due to the fact he knew all my details and knew the exact amount overdue. Is it possible i have been scammed out of the amout i was due as my app still says the bill is unpayed and my phone has now been cut off.

Regards 

[MI5]

@Steven_reilly 

You would not have been scammed by O2.

Manual payments take longer to process so you may need to give it some time.

Call customer service again to check on progress.

[Steven_reilly]

I understand o2 wouldnt scam me, But someone pretending to be o2 could 

More info

More info

I was just wondering if these sort of bank transfer payments are a normal thing to do. I will try giving customer service a ring.

Thanks 

[MI5]

Only O2 would answer a call made to 202 @Steven_reilly 

Bank transfers are a normal method of payment and included in the guide here Guide: How to Pay Your Bill (Airtime & Device Plans)