Negative bill value but phone stopped working.

[Anonymous]

My O2 app says my last bill was -£18 which I assumed was because O2 took too much money a previous month but my phone allowance has stopped working since the bill was due out. I tried to make another payment but the app says I'm paying more than I owe no matter how little I try to pay. Is there's anyway to get my allowance to start again I'm left with no data and can't call or text anyone's

[MI5 · Accepted solution]

Something clearly wrong @Anonymous as your account is showing in credit.

Borrow a phone or use a landline to call http://www.o2.co.uk/contactus I would trust live chat with this tbh.

[Wa10]

@Anonymous Do you by any chance pay your bills manually/by card rather than Direct Debit?

Making the assumption that you're on a Refresh contract - if so, a negative balance suggests that you've perhaps paid your device plan/cca installment to your airtime account instead. In this scenario, a bar may have been applied to your account because of "arrears" on the device plan, even though you believe you've paid it up to date?

One other thought which springs to mind is that a bar may have been applied due to recent usage, if this is higher than usual or has resulted in excessive costs? Have a look at your "recent charges" in MyO2, and it's also worth checking your email and SMS inbox as usually you will receive notifications before the bar is applied, and an idea of your spend to date as well.

Either way, as suggested give CS a call and I'm sure they'll get to the bottom of it for you.

[jonsie]

I had a negative balance of £20 last month, my bill was £18 odd and having cancelled the direct debit due to past issues, I still got the text and email stating I would be cut off if I didn't pay. SPOKE to customer service who said it was an error but I paid anyway....