Pay Monthly Payment Details Changed by O2

[Anonymous]

For the third time since December 2012 my Pay Monthly payment details have been changed. The first 2 times the Direct Debit was changed to a different bank and account - apparently from within O2, and without my authority or consent. Noone was able to provide a satisfactory explanation but clearly was an error. The change was reversed twice and direct debits made as usual in February and March.

A third change has now been made - the direct debit has been cancelled and so far I have not been able to find out why. The payment details have been changed - though so far on-line customer service/support have denied it was done by them. Since I know I haven't accessed my account and changed anything in the last month I've asked for an explanation. This, like any change back to the previous direct debit authority can only be done by ' specialized team who deals with this kind of queries.'

It's all rather infuriating as after over an hour with them they then say that they cannot pass this to the payment team nor ask them to call back.

It takes a lot of time to sort these problems out and there's never a satisfactory or written explanation. On the first two occasions it was possible to confirm apparently that it had been a change processed by O2, and presumably someone got an account or phone number wrong.

Anyone else had similar experiences, and managed to get a reasonable explanation? Twice I've asked that no changes be made to my account, especially billing, without confirming these with me. That clearly hasn't happened.

[adamtemp64 · Accepted solution]

I would lodege a formal written complaint use the impartial complaints review service details here http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref(user):str(RelatedHe...

[Bambino]

Why does O2 have the details of more than one of your bank accounts?

[Anonymous]

I would make a complaint as advised above

[Toby]

Let us know how you get on ZorroDominic.

Cheers, Toby

[Gedi]

How to change payment day ? I try contact o2 to change payment day to 7th of every month but I don’t find how 🤯

[Gedi]

Second month I getting extra charge when I got contract i asked to take money on 7th 🤯

[Cleoriff]

@Gedi 

If you want to change the payment day you need to call O2

Call 202 from your mobile or use Skype to call 0800 032 1402

All other numbers and methods of contact are in this guide

Guide: Coronavirus Community Help and Support 

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call