Having difficulty upgrading.

[Kemps27]

Hello folks. Apologies if this is not in the right section, it was the closest I could find.

I am currently trying to upgrade my phone to a new one, however every time I go through the process of selecting my phone / tariff etc etc I reach the Payment stage, and despite me confirming the transaction via my bank it keeps saying they are unable to take payment (despite there being enough money in there).

I have spoken to the bank and they cannot see any purchases being declined, or anything of the sort. I have tried the upgrade process both through the Desktop site, and via the My O2 app, to no avail.

Has anyone got any ideas at all?

Thank you for any help anyone may be able to provide.

[MI5 · Accepted solution]

@Kemps27 

You can call customer service to upgrade.
Numbers here Guide: Coronavirus Community Help and Support or 202 from your mobile.
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Kemps27]

Thank you buddy, I'll give that a try!

[MI5]

Good luck