Holding funds -upgrade issues

[Brainchild]

Hi All,

At the end of my wits with O2 at the minute. I have been trying to upgrade my phone for a week and every time I get to the upfront payments page to enter the card details, it goes through the payments process and then takes me back to the payment page again.

I have tried several times (different devices, browsers etc) and no progress. I elected to pay a large proportion of the device upfront and to my astonishment, they have now got over £480 in funds held pending authorisation on my account. But I cannot get anyone to help me. The same happened last week and no one at O2 seemed to have a clue. I had to wait 7 days for payment to reverse as the bank said the payment was authorised and it was up to the merchant to take the payment. 

Whats going on? Why dont o2 just cancel my order and reissue my payment?

I got the mesaage we need more details in order proceed but when i ring no one can clearly say what they need

[MI5]

@Brainchild 

Have you tried upgrading in store?

[jonsie]

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you

See links below

Or you can call them from 8am to 8pm on 0808 002 0202 or 0800 081 0255

[Brainchild]

No I normally just do it online however this time it been a pain. 

What I dont understand is why O2 customer services or sales cant tell me what the issue is. I even quoted the ref number provided when asked to get in touch. Now I have £480 not available in my account with nothing to show. 

[MI5]

O2 is not without it's problems just lately @Brainchild 

A transfer to a new billing system is not going as smoothly as was hoped.