Layout of bill is incorrect

[Anonymous]

Is anyone else having problems displaying their bill correctly on the O2 website and on pdf downloads?

I've been trying to get a printout of a bill which I need for a casback claim with very little success. If I view the bill on a webpage, under the title at the top right "Account" it displays my bank account number. I believe this should be my name instead. If I then download this as a pdf then where you would expect to see my name and address, I instead see my bank account name and my address. My name is not shown anywhere on the bill. Obviously this is no good for claiming cashback. Spent over 2 hours in chat sessions with reps who tried to convince me that problem was mine and not theirs. I was twice promised that they would email me a bill and also promised they would post one - neither of these has happened yet. Finally I made contact by phone. The problem was instantly acknowledged and I was told that it would take 1-3 days to fix and they would keep in touch on progress. I did miss a call after a day which might have been them but nothing since. This is day 3 and problem still exists. Surely this cant just be affecting me?

[jonsie · Accepted solution]

My bill displays correctly as does the pdf download so I would think it's account related rather than a general website issue. I think you can only keep chasing them until the problem is resolved or you receive  a copy of your bill as promised.

If this isn't forthcoming, think about making a formal complaint via the process outined here : O2 | Complaint

[Anonymous]

Just checked mine mine displays correctly as well

[Bambino]

Try clearing your cache or try viewing it in a different browser.

[Anonymous]

Cleared cache and tried different browser. Same problem. Looked further into my account settings. The problem is in "my Payment details". "My bank account number" is half protected with #### as expected but "Account holder name" has my unprotected bank number in full displayed rather than my Name

[Anonymous]

Additional info. It wasnt like this previously so its due to something O2 have done. I know I can edit it but thats for changing your direct debit and that should not be necessary. I have just started a process to change my bank so maybe this will automatically sort this problem for me in the next couple of days.