Outstanding query on an account in your name ?

[Sort5759]

Hi

i have spent 12 weeks and 10 hours in total speaking to O2 😫

I have 3 phones with them ll in an account in my name and have done for many years . 
I went to upgrade one of the phones online and got a red error message in a box saying that I am unable to upgrade as there is an outstanding query on an account in my name ?? I have no other account with them and never have done. The message applies on all 3 phones when I try and upgrade any of them 

I must have spoken to 7 different customer service agents and they have either not had a clue or thought they could sort it but then couldn’t . Red error message still present and still unable to upgrade. 
the only thing I can think of that coincides is a dispute of some travel charges that I wanted them to look into as I said  they were not mine. Next thing I knew I was getting messages about collections and all sorts ! Just because I had asked for. Complaint to be made about some charges I didnt think were mine ! Anyway, I quite quickly paid the disputed amount because I realised that the hassle of not being able to upgrade was worse than paying the disputed charges of £54 . BUT several weeks later , error message still hasn’t gone and neither I nor the upgrades team can process an upgrade . My account is now in credit with them by the way as I think I  overpaid them ! Still unable to upgrade . Any help would be greatly appreciated as I am tearing my hair out ! 

[MI5]

@Sort5759 

Unfortunately there's nothing we can do here as we're all customers like yourself.

Have you tried the UK based social media teams?

Guide: How to find help & contact O2 

[Bambino]

@Sort5759 Have you spoken to the Payment Management Team? Call them on 0800 902 0217/0800 032 5302

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

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Oxonian]

It would be interesting to know when you lodged your complaint @Sort5759 and whether that complaint remains under investigation ?

It has occasionally been mentioned that other O2 teams are unable or unwilling to engage with customers who have an open formal complaint.

I wonder whether, at the O2 end, the red error message is blocking action because of the ongoing involvement of the complaints' team ? ❓