Payment Issues

[Anonymous]

I recently recieved an o2 Simplicity Tariff but I cancelled the day I recieved it as my current phone is locked onto a network. Why am I still going to be charged for this if I never used it?

[MI5]

You would think so......

[jonsie]

That's what a major telecoms company would normally do...

[MI5]

I'm wondering if it's another box that needs ticking somewhere that the CS agents aren't doing or if it's supposed to be fully automated?
I'm only wondering this as it appears to be totally random and not affecting everyone who pays off a refresh contract?

[jonsie]

I would have expected it to be fully automated but ....

[MI5]

Yeah but if so it would effect everyone?

[jonsie]

Perhaps the system throws a wobbly from time to time. The website certainly does, although that does affect everyone. We've seen people having glitches with My O2 and TuGo which can be unique to their account. Maybe one of the admin can reveal if it's automated or not.

[Anonymous]

Hi 

@Anonymous! Welcome to the community!

I am Meri, the Community Coordinator. I am sorry to hear you are having troubles. Did you manage to solve your issue calling CS? How did it resolve?

Also guys, as I see you have some complaints about this I am more than happy to feedback this for you. Tell me,  do you have any thoughts or ideas on how this could be solved? Your first-hand opinion on this is very helpful.

M

[Cleoriff]

@Anonymous

We have said before the whole billing section needs a revamp. It isn't easy to navigate and we have many posts on here looking to view previous bills and having to go a long circuitous route to get there

In this instance it appears  to do with Refresh when the O2 system glitches after the device plan has been paid off and the full airtime bill is charged in error. Problem is when they take that money it takes O2 ages to refund. Not good when a customer has no money left in the bank