I've had money taken from me after agreeing to defer payment

[Rickers97]

So back in Jan I rang 02 to discuss and arrange a deferral payment of my monthly bill due to me losing all my earnings because of covid, 02 agreed to this and said that the payments would start from mid May. Today I just had a bill payment of £277.15 in total come from my bank account for these bills which is basically all I had left.

I thought this was agreed on to have the plan delayed to mid May so why has this happened and this needs to get resolved. Now I have no money for food, bills, insurance or anything else which is why I need that money back

I need help with this ASAP

[jonsie · Accepted solution]

You need to speak to the payment management team again as the system has automatically defaulted your account, usually after a couple of missed payments

You need to call O2.

All numbers are in this guide and info on using Skype to call the free numbers

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for 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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[Rickers97]

Will I be able to get my money back? We did agree to the deferral months ago

[Bambino]

@Rickers97 We are all customers. Only payment management can answer that for you.