Paid final bill through bank transfer

[Mithun88g]

I recently moved out of O2 and received my final bill. Since I did not have direct debit, I called payment management team and requested for card payment. They tried and failed because bank recognised this as fraudulent transaction. The agent then suggested making bank transfer and I did the same. Now I’m reading here that bank transfer is not recognized anymore by O2 and I call up payments team for confirmation. Another agent now tells me that O2 does not accept bank transfer and they are not helpful in reversing this transaction. 
Has anyone faced similar issues in the past or anyone can guide me how to get this resolved?

[MI5]

@Mithun88g 

Ask your bank to recall the payment and then try again to pay.

Guide: How to Pay Your Bill (Airtime & Device Plans) 

[Mithun88g]

I spoke to the bank and they said they cannot recall since the payment has been processed. They can however raise a chargeback

[Oxonian]

@Mithun88g 

An alternative to raising a chargeback would be to obtain the unique transaction reference number of the payment from your bank and to ask O2 to trace it in their accounting records :-

Bank transfer reference number (qonto.com)

https://qonto.com/en/blog/creators/tools-tips/bank-transfer-reference-number

[madasaf1sh]

@Oxonian 

You can't raise a chargeback on a BACs payment, and if the bank say it can't be recalled then that means it has been accepted by the recipient, and is not a fraudulent transaction. 

Unfortunately, @Mithun88g the bank are talking rubbish, as the payment was not done via Mastercard or Visa there is no chargeback to be done.. 

I would keep trying o2 and your bank to see if they can return it or find it..  

[Mithun88g]

I did reach out to O2 customer care and gave them the unique reference number from the bank. They initially said that they cant trace the transaction and later when I said I had transferred a big amount they put me on hold and disconnected. I had transferred pending device amount to their bank account. 
I know this is a consumer forum but wanted to double check if there are any O2 employees here who could help me please?

[Oxonian]

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@madasaf1sh wrote:

@Oxonian 

You can't raise a chargeback on a BACs payment, and if the bank say it can't be recalled then that means it has been accepted by the recipient, and is not a fraudulent transaction. 

Unfortunately, @Mithun88g the bank are talking rubbish, as the payment was not done via Mastercard or Visa there is no chargeback to be done.. 

I would keep trying o2 and your bank to see if they can return it or find it..  

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I know that you cannot normally have a chargeback on a bank transfer @madasaf1sh, I was trying to steer OP away from that suggestion. The only thing akin to a chargeback is the DD guarantee when the bank have made an error - but that is rare ! 👍    

[Oxonian]

@Mithun88g 

Unfortunately, this is a customer to customer community so we cannot access your account or take other direct action. You need to persevere with O2.

I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are UK-based and have a good reputation for solving problems. 

Alternatively, you can get in touch with the Payment Management team on 0800 902 0217 :-

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

Please keep us informed of developments.