Payment difficulty

[Agnes1957]

Hello - i am having financial difficulties recently, and last Wednesday  I suffered a stroke. I have lost my ability to talk, and having had numerous discussions with the online chat, have been advised to contact the payments team in order to stop my account being disconnected. I received a text message this morning from O2 saying my account was being disconnected and my outstanding balance was being passed to a debt collection agency. however I then recevied a text message with a link to the payments portal, and selected the option to pay my arrears with my next bill. please can you advise if the threat of disconnection/debt collection is still there?

[MI5]

@Agnes1957 

Sorry to hear of your illness, however, this isn't customer service so we cannot see your account to advise.

Please see ways to contact here Guide: How to find help & contact O2 

It is best to call so maybe you can get a friend or relative to call with you?

[Marjo]

Hi @Agnes1957 , I was sorry to hear about your situation. I have received your PM earlier and just letting you know here, have forwarded over to our Gurus as well as the Access for You team who can help in these types of situations. I hope everything is sorted now but don't hesitate to give us an update if anything else comes up that you need help with.

Thank you @MI5 above for your advice as well.