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

[Carly2]

Lots of people are there must be something going on

[Marjo]

Hi everyone,

Just letting you know that I've dropped you all a private message about this here on the community, to ask for a few bits of additional details to be able to get someone on our end to investigate what might be causing this payment issue. 

[jonsie]

Thanks @Marjo 

[Cleoriff]

Hope we have an answer soon @Marjo 

[Mi-Amigo]

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@Marjo wrote:

Hi everyone,

Just letting you know that I've dropped you all a private message about this here on the community, to ask for a few bits of additional details to be able to get someone on our end to investigate what might be causing this payment issue. 

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Thank you @Marjo for a positive response to an issue which is affecting many and worrying many more.

I`m sure that gathering more information and getting someone at your end to investigate will go some way to relieving the stress for many during these dreadful times.

[Carly2]

Mines gone out

[Cleoriff]

My DD was also taken this morning. 3 days late but it's been paid. Thank god!

[Marjo]

Hi guys, it's been a few days but I just wanted to confirm in this topic as well in case there were any lingering concerns, that after looking at the collected examples, the delay of payment being taken vs billing saying it was paid was indeed related to bank holidays. There weren't any other issues found.

I'm aware that it's going to be a bank holiday actually again soon (so many bank holidays recently!) this month, so if you guys spot any similar queries, it might just be that O2 has taken payment, but like in these recent cases, some banks might release the payment with a little delay due to the bank holiday. Sorry that it caused some concern earlier and thanks again for tagging us. I'm glad we were able to clarify this.

[Ayshe]

My bill is paid off ot still says im
Over due

[jonsie]

Due to the bank holiday direct debits will have been delayed

The system will catch up this evening