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Level 2: Apprentice
Posts: 2
Registered: ‎15-05-2019
Accepted Solution

Payment failure, outstanding bill, can't call phone barred.

Morning o2 people,

 

I don't know where to start with this... i've possibly had the worst customer experience so far in my life this week I'm usually for online chat and support tools but the one you guys have isn't worth the wages.

 

Let me give a little back story, I had my bill set up for the 25th when I signed up I wanted to move it and was unable to use my phone at the time so I arranged with the online support to do so, they confirmed that it had been done and that my new billing date would be the 6th of each month.

I look at my bank statement and my o2 on the 9th as my phone was cut off and I am recieving texts and posts threatening to bring my full balanace forward, my O2 account now says that I pay by cheque and my billing date remains the same still? First o2 mistake.

 

I had the fund to pay my bill so I logged in the MyO2 and manually paid my outstanding charges, I then recieved no confirmation no sucess screen and no email saying I made a payment, yet.. my bank balance dropped accordingly, payment successful? NOPE.

 

I tried on multiple occaisons to get the bars lifted on my phone in order to get through to speak to somebody and get this thing resolved, nothing has been done I feel like i've wasted a good 4-5 hours of my life for something that isn't my responsibility I've done my bit.

 

The worst thing though.. I was told "Get somebody elses phone and call us!" Like are you for real? You (O2) mess up my bill, don't process my payments, then have the cheek to bombard me with mail about outstanding bills and when I try to resolve it, you tell me to call with a barred phone.

 

This is still now an ongoing problem and It needs solving.

 

Rant over, I'd appreciate some contact soon because i'm really getting to the end of my tether and I've only been with you guys for 3 months and I don't fancy losing my £300 deposit because of other peoples incompetancy.

Posts: 87,626
Topics: 531
Solutions: 11,158
Registered: ‎04-04-2012

Re: Payment failure, outstanding bill, can't call phone barred.

@YorkiePud 

I'll tag @EmilieT to see if she can help you out here. 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Level 25: Hard Hitter
Posts: 3,327
Registered: ‎03-08-2018

Re: Payment failure, outstanding bill, can't call phone barred.

@YorkiePud
Deeply sorry to hear about your problems, hope you can get through this shortly. @EmilieT one of our Community Managers will try to help you through I'm sure. Best wishes and good luck TallTrees


Anonymous
Posts: 0

Re: Payment failure, outstanding bill, can't call phone barred.

This is not O2 you are talking to. This is a customer forum. We are all customers like you.
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Level 41: Prodigal
Posts: 3,700
Registered: ‎26-03-2014

Re: Payment failure, outstanding bill, can't call phone barred.

Unfortunately @YorkiePud the o2 chat team are not leading from the front with anything complicated.
This forum is 99.9% customers with some community managers who can provide some support with issues, and one of those has been tagged (I'll get the other two just in case @Martin-O2 @Marjo) so we would not be able to help with this.
Should you not hear from any of them (and you will, they are very good on here) then there are a number of ways to contact o2 directly - see link below.
Hope you get this resolved quickly and without further problems.
https://community.o2.co.uk/t5/Welcome-News/How-to-find-help-amp-contact-O2-A-Guide/m-p/1201413#M2924...
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Posts: 71,664
Topics: 677
Registered: ‎14-01-2013

Re: Payment failure, outstanding bill, can't call phone barred.

This sounds like a mess of the highest proportions @YorkiePud 

I'm sure our managers will be able to help.

Best of luck getting it sorted out  thumbsup

*The Game Is On*


Level 2: Apprentice
Posts: 2
Registered: ‎15-05-2019

Re: Payment failure, outstanding bill, can't call phone barred.

Was able to find a phone to call on, problem resolved over the phone within 10 minutes.

 

Thanks for help people <3

Community Manager
Posts: 5,049
Registered: ‎18-04-2018

Re: Payment failure, outstanding bill, can't call phone barred.

@YorkiePud I'm so glad to hear you're all sorted! If you need anything else please don't hesitate to come back and let us know Smiley Happy

 

Welcome to the forum as well, and thanks everyone for helping and tagging us for further support thumbsup

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Posts: 71,664
Topics: 677
Registered: ‎14-01-2013

Re: Payment failure, outstanding bill, can't call phone barred.

Great to hear @YorkiePud  thumbsup

*The Game Is On*


Level 63: Greatness Assured
Posts: 12,379
Registered: ‎31-03-2010

Re: Payment failure, outstanding bill, can't call phone barred.

@YorkiePud  For future reference, should you need to call customer service and don't have access to your own phone, you can call for free from any phone or Skype on 0800 032 1402.

I DO NOT WORK FOR O2