My mum's accounts.

[RachAmy1982]

Hello.  My mum has several accounts on her line.  She has been on the phone for the last few days for 5 or 6 hours at a time (not kidding) she paid over £100 for her different bills but it's saying 'not paid', the money has been claimed from her bank account as she paid by card.  O2 are saying they haven't received it. An advisor filled in a 'Trace form' yesterday to try and track the payments.  She was hung up on earlier on by a customer service advisor who was arguing with her.  She doesn't have a GED reference it says '02 ONLINE' in her account transactions.  This isn't the first time it's happened.  She is seriously thinking of reporting o2 for fraud. We have been o2 customers for 20 years. Please can someone help?

[Enlli]

I'm afraid no one can help from here as we are all customers and there is no O2 input

O2s Payment system does seem to be broken at present.

You can get in touch with Payment Management team on 0800 902 0217 

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

They should be able to help

[RachAmy1982]

Thank you very much for replying.  It's extremely frustrating isn't it?

[Enlli]

Agreed

[Oxonian]

@RachAmy1982 

Before contacting O2, I suggest that you contact your bank to obtain the unique transaction identification number of your payment. It will be a sixteen digit number. O2 will need you to provide that so that they can search for your remittance in their accounting records.