Mystery payment to O2

[HamishC]

I have a regular payment (via Direct Debit) payed to O2 from my personal bank account.  I can't remember authorising anything for that amount.  How do I discover what this payment is for?

For info:  I have a DD reference.  I have tried to communicate with O2 but find it near impossible to find a way to have a 2 way communication with O2 on this matter.  The structure of O2's communications is very controlled and there doesn't seem to be any way to ask any questions.

Chat is always busy (has been all day today) so that is useless.  Do I just get my bank to cancel the DD and see what happens?

My nearest O2 shop is 40+ miles away so I don't want to have to take the trouble to go there.

Why are they so difficult to communicate with?

[MI5 · Accepted solution]

@HamishC 

You need to contact payment management.
Details here Guide: Coronavirus Community Help and Support 
To pay bills, ask for payment extensions etc, you need to contact the Payment Management Team.
You can reach the Payment Management team on 0800 902 0217.
The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm
https://www.o2.co.uk/help/account-and-billing/payment-support
Best time to call is around 8.00am

[HamishC]

Thanks all for the suggestions and support.  It is really appreciated.

I got through on the 0800 number and actually spoke to a real person, NOT a robot!  Result!!  Joking aside once you got past the call management system the team were very helpful.

Did I get the problem fixed?  Yes, seems so.  If they do what they say they will do in the next couple of days, then I can say it really is fixed.

I would not have been able to do this by just using the web site (it is by far, too prescriptive for that).  My conversation with the service rep lasted nearly 30 mins.  She was very helpful.

The problem was caused by Carphone wearhouse not doing what they said they would do.  Their admin is woefull to put it mildly.

Thanks again for the advice, peeps.

Hamish.