O2 not taking payment but billing says paid

[Niblic3rd]

Hello everyone, 

I am hoping I can find a solution to this or if anyone has had this issue before. My o2 app and the website are both reporting that my o2 and my wife's bill have been paid in full. However when we check our bank accounts the money hasn't been taken.

O2 took our payments last month without any issues, but we are confused that the accounts say paid but no funds have been collected. Our bills are both due on the same day as we both took out contracts at the same time and the payments should of been taken on the 8th however due to being a bank holiday I was expecting the money go out today and it hasn't. 

Due to covid, their lines are reduced and I can only report fraud or a lost phone over the phone and the lady on the web chat says the bill is paid and nothing more need be done. I would hate for someone to end up footing my bill, have a missed bill or to end up with a double bill next month. 

I am wanting to know has anyone else had this issue recently?

Thanks, K

[Cleoriff]

@Niblic3rd 

I woud ring your bank before calling O2.

If and when you need to call them, the numbers are in this guide

Guide: Coronavirus Community Help and Support 

[Vikki33]

I am having the same issue. My bill was due out on the 8th and my o2 is saying paid and nothing come out. I'm struggling to speak to someone regarding this

[Cleoriff]

@Vikki33 

Same advice as I posted above.

[Niblic3rd]

Will give my bank a call, thanks for the advice.

[Carly2]

Im haveing the same problem no money taken out but bill says paid

[Niblic3rd]

Yeah, o2 are claiming paid when I called them. I am going to check with my bank in case there is a issue there but from what I can see the money is still there.

[Vikki33]

I have contacted my bank they are stating that o2 haven't requested a payment this month

[Carly2]

My money is still there waiting

[Vikki33]

I got a text on Thursday to say theres an issue processing my bill and I could be charged and to open the link but I know that was prob a scam. I have a direct debit set up and there is enough funds in my account, it's looking like an issue with o2, I hope I now don't get charged