Payment pending and late payment fees coming

[Dane]

I paid o2 bill through o2app. This time bank sent me security confirmation request so i had to go to bank app to confirm. O2 app closed so had to repeat the process. I didn't get any confirmation this time but bank statement shows pending transaction. That didn't clear for few day. Thought it is some error and o2 sent me email about late payment and fees. So i tried paying again but that transaction is pending too. I contacted o2 but they said to contact the bank because they don't see pending payment.

Bank said that o2 should clear transaction pending. What to do now? Has anyone been in this situation? 

Thanks! 

[Cleoriff · Accepted solution]

@Dane 

You need to contact payment management.

Details here Guide: How to find help & contact O2 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

[Dane]

thank you for your help. Will try. 

It is really ironic to have 2 pending transactions sitting for 4 days and get late payment fee awaiting in 2 days. 

[Dane]

I called that number but there was an uotomatic reply with option for payment. There was no option to talk to advisor. 

O2app is too busy today that i can't even get into the queue. Yesterday they were taking long time between replies. 

What happened to the customer service? It has never been this bad. 

[Cleoriff]

@Dane 

Payment managent should NOT be automated. Probably no-one available.

All numbers for O2 are in this guide Guide: Coronavirus Community Help and Support 

You can also contact them on social media

Message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

[Dane]

Got through but forgot my security question. I have to change it through the app. There i got error message, service not working at the moment. 

I spent two days on this going nowhere. Bank can't do anything, o2 has to action the payment. O2 said that they can't see pending transaction