O2 not taken my direct debit

[Rossc92]

Hi Forum, 

O2 haven't taken my direct debit that's paid on the 1st of every month. Last year, it turned out the payment fell on a bank holiday. So this time, I've checked for bank holidays across Europe and I couldn't see any.

However, I checked my O2 app and and I haven't received my bill for 18 Feb - 18 Mar Bill, which is unusual as the bill is released a few weeks prior to payment. I know my contract still has about a year left, so it's definitely not a case of contract expiring (though, that would be great so I can move on from O2...)

I cannot get through to anyone on 202, O2 in the UK twitter doesn't suggest any technical difficulties. I have funds in the bank account, so it is not returned due to insufficient funds and banking apps these days show you if that were the case.

Is someone from O2 able to private message me with advice?

Thanks,

Ross

[MI5 · Accepted solution]

@Rossc92 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
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 someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[Rossc92]

As I stated, I cannot get through to anyone. I am cut off after 15 minutes of waiting.

[Rossc92]

cancel that, got through!

[MI5]

Welcome