Four devices one account. Incomprehensible billing -I don't want O2 anymore!

[Anonymous]

Hi

I have four devices (airtime) two of which have device plans currently. Every month I struggle to decipher the multitude of payments I have to make as some are combined into one bill, others are separate and they come in at different times. Try as I might it seems O2 are incapable (or more cynically unwilling) to roll these devices into one monthly bill. In the calendar month of March you took 7 payments for the above amounting to much more than I would normally expect to pay per month and at least one of those payments would have been for two devices and some airtime so it feels like your billing is a random event.

I promise I have tried to live with this but it takes up far more time than I have to run through it and sort ot all out, so I want out of all of your contracts. If you are unable to rll all these into one...which shouldn't be beyond the wit of man, then I want out please. Can you tell me what needs to happen so that I can set up a single contract with a better supplier?

All I want is a single summary that shows me what airtime payment I have made per device and what device plans are running and for them all to roll up into a single payment. Simples or so it seems!

[MI5 · Accepted solution]

Every single one of your accounts is itemised individually in your My O2 http://www.o2.co.uk/myo2
If they are refresh accounts there will be 2 payments for each of them and a single payment for non refresh accounts.
The only way you can combine is to add the account to another when you renew the contract. It is not possible to join already established accounts.
I run 4 monthly accounts and a PAYG and they are all broken down clearly in MyO2 and I have no problem in seeing what each has been billed for.

[Anonymous]

"It is not possible....." = Computer says no.

I don't think what I am asking for is unreasonable.

[Bambino]

@Anonymous I think @MI5 has given you as good an explanation as you'll be able to get here. This is a customer to customer forum, and we have no access to individual accounts. If you want to take this further, you need to speak to customer service. http://www.o2.co.uk/contactus 

[MI5]

The complaints process is detailed here.
If you are unhappy with the service received from O2 you should register a complaint. http://www.o2.co.uk/how-to-complain
If you wish to leave O2 you must pay off all your accounts first. CS will advise as to the cost of that for you.

[MI5]

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@Anonymous wrote:

I have four devices (airtime) two of which have device plans currently. Every month I struggle to decipher the multitude of payments I have to make as some are combined into one bill, others are separate and they come in at different times. Try as I might it seems O2 are incapable (or more cynically unwilling) to roll these devices into one monthly bill. In the calendar month of March you took 7 payments for the above amounting to much more than I would normally expect to pay per month and at least one of those payments would have been for two devices and some airtime so it feels like your billing is a random event.

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Just to explain a little further about billing:

A refresh contract has 2 payments which are kept separate deliberately.

1 is a monthly payment towards the device plan and the other is the airtime payment. 

Only the airtime payment may be different each month (depending on your usage) as the device plan stays constant throughout the 24 months duration.

A non refresh contract is just one payment as the device and airtime are combined into one bill. 

This total bill may vary from month to month, again, depending on your usage.

[gmarkj]

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@Anonymous wrote:

Hi

I have four devices (airtime) two of which have device plans currently. Every month I struggle to decipher the multitude of payments I have to make as some are combined into one bill, others are separate and they come in at different times. Try as I might it seems O2 are incapable (or more cynically unwilling) to roll these devices into one monthly bill. In the calendar month of March you took 7 payments for the above amounting to much more than I would normally expect to pay per month and at least one of those payments would have been for two devices and some airtime so it feels like your billing is a random event.

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I am baffled why there were 7 payments taken if you only have 4 devices.

As @MI5 states, each "contract" will only take 1 payment which is the total of the device plan and the airtime plan (if on refresh) or the bill amount if on a non-refresh.

Not sure if this would help @MI5, but could you post a screen shot of your myo2 page (removing personal details obviously) showing the devices you have on your accout and possibly also a bill? Might clear things up for the @Anonymous...

[viridis]

I don't see how the inability to understand the billing is o2's fault or liability to "fix"
As like @MI5 I have 4 mobile accounts all on refresh and one mobile broadband account. Keeping on top of them is no harder than opening an app and tapping a screen.
If you know and understand what you sign for, there should be no surprises.
Follow the advice given above by @MI5

[viridis]

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@gmarkj wrote:.

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I am baffled why there were 7 payments taken if you only have 4 devices.

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It tells me the op has 3 refresh contracts and one through a 3Rd party or simply only plan.

Each refresh device will have 2 payments and standard 3rd party contracts have one.

By splitting the payments on refresh it gives a clearer indication of the value you need to pay to early upgrade.

[gmarkj]

just looked back at my bank statements and it did come out as 2 payments (when I was on refresh).
I just checked myo2 to see what my bill was, and didn't pay much attention to the payment coming out!
thanks for the teaching!!