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 · Accepted solution]

Does the web version of MyO2 tally with the app? It is possible the back-end systems have not properly auto-updated, and as this is a long bank-holiday weekend, nobody has been available to check and correct O2's billing system. O2 are also in the process of migrating accounts to a new billing system, if this has happened for your account, things may be out of kilter for a day or two as a result. As nobody here can access your account, the best way to set your mind at ease, @1111111111, would be to call O2 on 202 later this morning and talk to them. You could try contacting O2 via Social Media, links to Twitter and Facebook just below this post, if that works for you. I am not sure what the holiday hours are for O2 personnel, so you may need to try just after 10am this morning instead of the normal 8am. Good luck!

[1111111111]

Thank you for replying, yeah the website and app say the same thing they both say payment is overdue for that device only when it’s really not. I don’t want this affecting my credit score because of some technical issue on their end. Like I said I have direct debits set up. They’re active, I have the funds: looking into the device plan breakdown it looks like the amount due was paid but it’s still flagged as overdue. O2 cs phone lines are very hit and miss, and I don’t have any social media. I’ll try the phone lines later and update. Just so frustrating having to stress about this on Christmas 

[pgn]

True, @1111111111. Does your bank, if you use their online banking, show the O2 payment as paid, or pending payment? That is another way of checking if O2 has even asked for payment yet.

[1111111111]

@pgn  because of the bank holiday the direct debit will be taken on Wednesday 28th just realised tomorrow is a bank holiday too. Last year the payment went out on the 29th not an issue. Just spoken to my bank and they said there’s no restrictions from their side the direct debit is still set up correctly etc. just worried I’ll end up getting penalised somehow for o2 being crap. Like I said from looking at the device plan breakdown it looks like the money has been paid for this month as the amount has been deducted from the total. But it’s still flagged in red as overdue. Tried the phone lines just in case and they’re closed no indication of opening times for bank holidays. I’ll try again later. Has anyone experienced anything like this before? Just feel like I’m running round in circles with this it’s very upsetting 

[pgn]

Revised December O2 opening times down in December Festive Opening section here, @1111111111 -

https://www.o2.co.uk/contactus

[1111111111]

Thank you I’ll try at 10am, the automated machine still says the lines open at 8am which makes it confusing 

[pgn]

As Slartibartfast said: "Merely an automatic system. Ancient computers ranged in the long caves deep in the bowels of the planet tick away the dark millennia. I think they take the occasional pot-shot to relieve the monotony."

From Douglas Adams, "The Hitchhiker's Guide to the Galaxy". 😉

[1111111111]

Lol that’s so true. I question if some of the cs call centre staff are robots too. Got through to one of the rudest cats advisers. She checked my account and said there no outstanding balance the bills are paid and to date etc. it must be a technical issue if it’s showing as overdue on my app and online. I asked how can this happen as it nearly gave me a heart attack seeing my bill is overdue. She just sighed and said I can stop having a heart attack now as she’s checked and it’s paid. I asked for written confirmation via email and asked her to send this issue for the tech team to resolve, I have a feeling this won’t be solely an issue with my account and alot of people will wake to to this overdue message. O2 seriously need to sort themselves out, they didn’t even apologise for making such a stupid mistake and stressing me out unnecessarily over the Christmas period 

[1111111111]

Update: the direct debit payments came out of my account as expected on 28th in full. MyO2 account still shows my device plan bill as overdue, called CS and the payments team all useless, they were annoyingly blase about it. Told me on their system they can see there are no outstanding payments and the overdue flag must be a ‘glitch’ and I should ignore it. I’ve got it all in writing from them incase of any repercussions from this ‘glitch’, I’ve raised a formal complaint so we’ll see what happens, more than likely nothing