Paid reservation payment but not showing up

[Emily19]

Today I paid the paid reservation for a new iPhone pay a monthly contract, I filled in all the details AND paid the 20£ upfront payment at the screen and it took it out of my monzo also, but it still showed I hadn't paid it even though the money is out of my bank account already. No confirmation or text about the payment and I still have a few more details to fill out anyway. Not happy and scared I have just lost my money. Tried calling customer service but they were no help, what do I do?

[jonsie]

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you

See links below

Or you can call them from 8am to 8pm on 0808 002 0202 or 0800 081 0255

[MI5]

@Emily19 

Your payment will be "pending" and held in reserve by your bank.

If the money is not claimed by O2 it will be returned to your cleared funds in a few days time, in line with your banks policy.

[Emily19]

Do you know a reason why o2 would not accept the payment? I'm really confused because whenever I refresh the screen to order the phone it continues to say I have to pay the upfront amount even though I have.. When It does will it automatically say I have paid it?

[MI5]

@Emily19 

They will run credit and identity checks. 

If approved, they will take the payment, if not the payment will be returned.

There are also issues noted with Monzo cards and O2 so it might be that the payment cannot be taken. 

O2 won’t accept Monzo - Help - Monzo Community

[MI5]

@Emily19 

There is also a post here from a formed staff member stating that Monzo payments are not guaranteed. 

Solved: Re: Contact - O2 Community