Direct debit date changed and card payment not showing on account

[Brunlea]

For some reason my direct debit has been changed and the last couple of times O2 have tried to take payment a few days before the end of the month.  The first time I just thought it was a system error on O2's end.  I have always had direct debits to come out around the 1st of each month, just like my DD's with other services/companies.

I made a payment via debit card on the 31st to clear this 'missed' bill, but today I've been told via email my services are restricted and to make a payment.

Could someone please get back to me as I would like to reinstate my DD to the beginning of each month, and to find out why my debit card payment is still not showing on my account please

[Enlli · Accepted solution]

Sorry, only customers here. You need to speak to Payment Management 

You can get in touch with Payment Management team on 0800 902 0217 

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Or  

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , X Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

[Oxonian]

@Brunlea 

Before contacting O2, I suggest that you contact your bank to obtain the unique transaction identification number of your missing payment. It will be a sixteen digit number. O2 will need you to provide that so that they can search for your remittance in their accounting records.   

[Brunlea]

Thanks for the help @Enlli and @Oxonian 

I have a debit card payment showing for O2 with my bank but it's pending for a few more days before, I hope, it is returned from looking at my transaction information.  I made another payment via PayPal and that worked, and the bill was cleared in an hour or so.

I'm hoping it was just an O2 website glitch when I made the payment via debit card, I did not receive email or website confirmation but just a white screen, but my bank showed it as coming out straight away.

[Oxonian]

@Brunlea 

Please keep us updated on developments.