Direct Debit Problems

[Anonymous]

Hi,

I am getting increasingly frustrated with this.

New back account (now over 3 old weeks as I type this) - attempted to manually change direct debit for my o2 payments page.

Get error "incorrect sort code or account number"

Tried a few days later, same result.

Called o2 a week ago, support tried manually - same result, said to wait a few days and try again.

Tried myself again on Tuesday, same errors.

Called O2 again, manually put it through and said you will get confirmation in 48 hours.

It is now Saturday, 4 days later. No confirmation.

Logged in once again to MyO2 today, option for "view payments" has now disappeared so I now cannot attempt to amend the old direct debit details.

Called O2, tried to again manually amend but yet again same error regarding account number and sort code.

My new back account is fine, I have already got another direct debit setup on it.

Called my bank, they say there are no errors on the account, no restrictions or blocks.

 - What is going on?

 - How can i solve this?

 - Why are your details out of date?

(it proves this is the case as I have setup another direct debit with another company)

I have wasted at least 5 hours on it that I wont get back from my life.

Really not happy and feel rather unsupported by this.

Probably going to get cut off or restricted now because no payment is setup currently from what I can see on MyO2 account....Not paying by card, purpose of this was to setup direct debit.

Also, would have preferred email but it did not list any under the contact us webpages I was directed to. Phone numbers only, which to date has not been any help to me.

[Anonymous]

Got a text today whist at work

"Thanks for providing us your direct debit details. I'm afraid there's a problem with them, please call us on 202 free from your O2 mobile"

This is no use to me at all.

I have spent too much time on phone to them already.

My direct debit details are fine, they work for another companies credit card.

The new debit card works, have withdrawn cash from it.

Can't talk to them now as its after 9pm (just tried), that's a problem for me this week due to new job.

Answer machine directs me towards webpage but I have tried that already numerous times...

Heard nothing more on the complaints except initial auto-response.

This is really shocking for such a large company that O2 / Telefonica are and what really is such a simple problem, made more difficult when someone decided to change my payment to "Cheque"....

[MI5]

Like we told you already. The payment system is fubar but o2 won't accept that it's their fault.

[Anonymous]

Just want it sorted.

Taking the absolute mickey it is.

Really poor.

Wonder if its any help going into a store.

I just cannot believe how poor this is and how much of my time has been wasted on this aswell as the stress t has caused.

Might raise case with Ombudsman if no more on complaint by tomorrow.

[MI5]

I know it's a PITA but the Ombudsman won't touch it until the o2 complaints process has failed to resolve it.
I feel your frustration but there is nothing we can suggest. You can try in store as I set my DD up in my local one but the system appears to have a problem with your account so may not help you !

[Cleoriff]

I will tag @Toby in again @Anonymous. He was busy today but hoping he will be able to help. As I said previously he has sorted out a few payment issues in the past...

[jonsie]

Have you spoken to Santander? My wife had an account with them and there was no end of issues, never had a direct debit with them though. She had a pension paid in there from O2 and it took no end of phone calls to get the details accepted by Lane & Peacock who deal with O2 pensions.

[Toby]

Hi @Anonymous, welcome to the community.

Sorry to hear about your issues here! Have you called us again this morning?

[Anonymous]

Had enough of this, I typed up a really long response, hit post and was prompted for login details, they did not accept, tried multiple times and browsers so I had to request to reset my password....

Just compounding on...


Santander where contacted last Saturday after O2 and had no reported no issues with my account or no attempts to setup a direct debit other than the one I have for another company's credit card. They are investigating it further.

Reason I called them was because O2 suggested to setup DD their end, they say needs to come from company side.

I beloeve the issue is O2 do not recognise my banks sort code. It didnt seem to be a popular one online so maybe its a new branch. I dont know.

Anyway no, not called them today. Long day, home early but exhausted. Given up on call centre sorting this. Can't change it myself as its stuck on cheque as payment type still.

Tried the messenger chat app, looked to be going well then plummeted very fast and person on other side stopped responding. I was not rude and think I saved the chat. Ironically got a text to provide survey feedback for my experience....

[MI5]

You can set up a standing order though for a fixed amount every month to cover the cost of your contract.
You can control the amount each month or leave it at a set amount which if over your bill will just credit your account.
You can also cancel it at anytime should you eventually get to the bottom of your DD issue.
O2's bank details you need are:
Bank: HSBC
Sort code: 40-02-50
Account number: 11245163
You will also need your account reference numbers off your bill or CS can tell you if you call them.

[Anonymous]

Called them again this evening.

Got through after a good 20min wait.

Seems like details have now been accepted by their system, I should get a text / email within 24 hours to confrm change.

Should be able to view it in my account tomorrow morning.

Will be pushing for compensation.