I have been trying to pay my bill for 2 weeks and it has been sitting in my pending transactions

[Maestro49840]

Hello,
I have been trying to pay my bill now for two weeks and it has been sitting in my pending transactions, I have spoken to the bank and they have told me that as it is pending it is down to the company I’m paying to accept the money.
My phone has been cut off so I can’t even ring o2 to speak to someone about it, I don’t have the chance to go to an o2 shop and there is no proper online chat service so I’m really hoping you can help me before this messes up my credit score and charges me any further for something that is not even my fault

[MI5]

@Maestro49840 

You can use any phone to call customer services on 0344 809 0202 or Freephone 0800 032 1402

Guide: How to find help & contact O2 

Guide: How to Pay Your Bill (Airtime & Device Plans) 

[djbsuffolk]

I am assuming this is a card payment? From my time of developing e-commerce sites I know the process for an online payment is split into two parts - the first part a 'shadow' is put on the funds reducing your available balance, secondly the payment is then 'called for' by the company you are paying - normally these two processes happen one after another so giving the appearance of a single process. 

In this case it seems the shadow has been applied but the payment not called for - your bank is correct O2 need to call the payment, but if the payment process has failed for some reason they may not have the ability to do this. Normally after a few days the money isn't 'called for' it will be returned to your available balance - the time for this varies between banks but shouldn't be no longer than a week or so. 

The only way forward would be to call O2, using the details others have given. 

[jonsie]

I would check your credit score now because it's probably already screwed.

[Martin-O2]

@Maestro49840 have you managed to get in touch with customer services and get this one sorted out? 

[Maestro49840]

I managed to get in contact but it’s not sorted, they don’t know why the payment won’t work,
I need to wait a week for the money to be returned to me so I can attempt payment from another bank

[djbsuffolk]

All online payment services are offered by payment gateway companies - it's on their systems that in a situation like the the payment would have to be called for from, not the O2 system. This is why I said O2 may not have the abilty (or inclination) to do it from their end.  So as you said you'll just have to wait for your bank to lift the shadow on the amount.

[Martin-O2]

OK please give us an update once you've tried again @Maestro49840.