O2 saying direct debit was declined

[Celice]

I got messages saying my direct debit was declined yesterday. But payment was taken from my bank account. I called customer service who asked me to contact my bank. My bank said the direct debit was not declined but paid in full. I am not getting anywhere. 

[Bambino]

@Celice 

You need to speak to the Payment Management Team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

[Celice]

Thank you! 

[Celice]

Actually that's who I was speaking to this afternoon but am trying again. 

[MI5]

@Celice 

You can also try the UK support on socials.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Celice]

I did that. Thank you. Not getting anywhere 

[mr_pete]

Same problem (I posted here : https://community.o2.co.uk/t5/Pay-Monthly/Direct-Debit-Fiasco/m-p/1707448)

Also see : https://www.o2.co.uk/help/account-and-billing/direct-debit-changes

I had to tell C/S about that page as they were saying "We can't cancel direct debits, there have been no direct debit changes" etc.  It's a shambles.

[Robh3]

I’ve just posted about that, the problem seems to be, o2 are trying to switch everyone over to a new system, but they seem to be in hurry and only doing half a job, you need to phone the payment team, as other people are saying and quite the DD reference numbers which you can find when you look at your online statement. And then quote those numbers to them. 

[Oxonian]

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@Celice wrote:

I got messages saying my direct debit was declined yesterday. But payment was taken from my bank account. I called customer service who asked me to contact my bank. My bank said the direct debit was not declined but paid in full. I am not getting anywhere. 

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@Celice 

Before contacting O2, I suggest that you contact your bank to obtain the unique transaction identification number of your payment. It will be a sixteen digit number. O2 will need you to provide that so that they can search for your remittance in their accounting records.

[madasaf1sh]

@Oxonian 

Transaction Traces don't work for Direct Debits, only for Card Payments, the only people who can dig deeper are the bank, and they can provide the response codes from the direct debit, as it is done via the BACS system. 

Also @Celice  would be better putting in an indemnity claim with their bank...  at this stage...