Device Plan Payment States Overdue but it’s not!!!

[1111111111]

Hi I’m new to this not sure if I’m posting in the correct place. I’ve been with o2 for years always paid my bills on time, I’ve got direct debits set up and never had an issue until now. And I can’t seem to get an answer from anyone. I have two devices on my account, one is my phone and one is a phone for my mom. My moms device plan is coming to an end next month. Payment comes out on the 25th of the month but due to Xmas bank holidays the payment won’t come out until 27th. That’s never been an issue before. My moms phone plan only has a single payment of £28 left which should be due on the end of contract in Jan. This months £28 has been deducted from the total owed but for some reason I’m the app it’s saying my payment is overdue? It’s not saying overdue against my device plan or the airtime plan it’s super confusing. I’m stressing out I don’t want my credit affected because of a stupid error on O2’s part what do I do? 

[pgn]

Sounds like you have all the bases covered, @1111111111 - so in general, payments over a long bank-holiday weekend may be a few days late if direct-debit is being used by O2 to collect those payments. Good to know, thank you.

[1111111111]

Hi all, just thought I’d share a quick update as the issue has now been resolved, after chasing this multiple times with the telephone customer service team, CS chat, and even speaking to the payments team, apart from ‘uhmmms’ I got no answers. I received no apology and no answer to why my account stated overdue when it’s not. I was simply told to just ignore it. Following one of the calls I got a customer satisfaction email which I filled out honestly about my appalling experience. Immediately I received an email from a customer service escalation manager who was brilliant. She apologised and confirmed it was in fact a system error and they’ll resolve it. Thankfully she was able to sort this, it shouldn’t be this difficult though getting help from O2 when it’s an obvious issue in their side. Thank you everyone for your help 

[pgn]

Well done - persistence and honesty paid off - thank you and you are  welcome @1111111111 👍