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Level 1: Joiner
Posts: 3
Registered: ‎03-07-2020

Direct Debit not taken??!

So i received notification today that my my bill was "over due" even though i have a direct debit set up with O2, They were due to take the money as of Wednesday the 1st of July, but didnt and are now saying i will be charged £3.50 for everyday its not paid. To add insult to injury i have been trying to contact them all day, i have been hung up on multiple times and they're not answering there messages. I dont want to pay via my O2 app incase the direct debit is suddenly taken and i am charged £60 for a declining service?! Any help would be Fantastic.

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Level 33: Firestarter
Posts: 1,493
Registered: ‎04-04-2012

Re: Direct Debit not taken??!

@David23

Have you spoken to your bank to check if there was a problem processing the direct debit, also be aware they can take the direct debit 3 days either side of the due date as per the terms of a direct debit.

You can call 202 from your handset or if / when an agent is available a pop up will appear for live chat on https://www.o2.co.uk/contactus

All Call Centres are running at reduced capacity and staff are working from home, and they are trying to deal with as many calls as they can.
Current Phone: Galaxy Fold - o2 5G
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts
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Level 1: Joiner
Posts: 3
Registered: ‎03-07-2020

Re: Direct Debit not taken??!

I haven't no, as my Banking app is saying the direct debit is active, it leads me to believe the problem lies with O2, since this is day 3 of the bill not being taken, ive tried 4 different help lines today alone mulitple times, i did just tried that link and its taken me to the same number again, which keeps hanging up on me as my issue isnt a priority. Im confused as what todo now, thankyou for your speedy reply, as O2 help line, twitter, facebook, have all ignored me.

Highlighted
Level 33: Firestarter
Posts: 1,493
Registered: ‎04-04-2012

Re: Direct Debit not taken??!

@David23

If you stay on the page i linked too, and if an agent is available a pop up for Live Chat will appear

Just because a Direct Debit shows as active doesnt mean it hasnt failed or had an issue, and for o2 to know its not been paid means your bank has sent a message back to o2.

I would speak to the bank just to be doubly sure.
Current Phone: Galaxy Fold - o2 5G
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts
Highlighted
Level 1: Joiner
Posts: 3
Registered: ‎03-07-2020

Re: Direct Debit not taken??!

@madasaf1sh 

 

It never appered unfortunatley, i think theyre chat service is shut due to the Pandemic - strikes me as odd as its an online service. My bank is closed for today so i will have to tackle this isssue tomorrow, thankyou for your help!

Highlighted
Level 33: Firestarter
Posts: 1,493
Registered: ‎04-04-2012

Re: Direct Debit not taken??!

Live Chat is definitely open, ive'd used it myself, as have others.
Current Phone: Galaxy Fold - o2 5G
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts
Highlighted
Level 9: Fired up
Posts: 141
Registered: ‎10-09-2014

Re: Direct Debit not taken??!

Did you recently setup the direct debit?...When this is setup in needs to be done at least 10 working days before your payment date. It may be that if under this timeframe that it was not setup in time for your current bill cycle hence why it wasnt taken.