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]

Worryingly, I've just checked our bank and my husbands payment was due to come out on the 8th and hasn't. Nothing pending in the bank either. I have no way of checking his My O2 as he isn't up yet!!

[Carly2]

Got to be a problem with 02

[gmarkj]

Just tagging @Chris_K, @Martin-O2 and @Marjo in this so that they are aware...

[Niblic3rd]

Yup, I would expect to see the money be taken at a later date or some other way in the near future. My bank has also said that o2 has not requested the funds yet and the direct debit is still active so down to o2 for me too.

[Carly2]

Ive just phoned 02 apparently its showing as paid and that it should be showing in my bsnk either later or tomorrow

[Vikki33]

I've spoke to someone from o2 on live chat and they will contact my bank for payment n it should be updated in next 24hrs

[Niblic3rd]

A little more than what I got, I will check my bank again tomorrow and see if it is gone or not.

[Cleoriff]

@gmarkj 

I've also tagged this into this similar thread.

https://community.o2.co.uk/t5/Pay-Monthly/Late-Payment/m-p/1345940#M196559 

NB My husband's payment has not come out of our bank and was due on the 8th. I can't check his My O2 currently as he isn't about.

[Marjo]

Hi everyone,

Sorry to hear you've all had some issues with your bill payments! 😞 We've checked internally and not aware of any issues on our end, however to be cautious and see what might be causing this, I'd like to collect a few additional details from you guys to be able to pass this on and get it looked into in more detail.

I will drop you a private message here on the forum soon.

Thanks guys for tagging us in!

[Bethie]

I am also having the same issue and I don't really know what to do considering I can't contact anyone