Payment to settle Device Plan has vanished

[Ben987]

Hoping someone can offer some advice. I called up today to clear the balance on my Device Plan, because you can’t simply just pay it online for some reason. Payment was successfully taken over the phone after an hour and a half, and I was told this would apply to my account immediately and that I would receive a text or email with the payment reference. 

I’ve just tried to do an upgrade on my account and am being told that I cannot do it because the handset balance is still outstanding. 

I’ve spoken to an advisor who says that no payment has been applied to my account, despite the payment of £68.00 showing as settled with my bank. Additionally, they’re unable to do a payment trace as I never received confirmation of the payment reference. 

I’m literally at my wits end. Can someone please tell me what I need to do next?

[MI5]

@Ben987 

Should update in 24 hours.

[Ben987]

Unfortunately O2 fully failed to process the transaction according to Santander, so it’s now reversed this morning having sat ‘pending’ since last Friday. 

Any idea how to get O2 to just do their job and process it properly?!

[pgn]

If at first you don't succeed, try try again, @Ben987 - or go to your closest O2 Shop, with photo id - https://stores.o2.co.uk/

[MI5]

@Ben987 

You can get in touch with Payment Management team on 0800 902 0217 or 0800 032 5302.

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Ben987]

Thanks for your continued advice. The initial payment made was eventually reversed. 

Went into my local store initially but they told me it wasn’t something they could help with in store and that I’d need to call up. 

I called the decided payment line on the number above. Explained the previous situation and they assured me my payment would be applied to my handset balance. Two days later it wasn’t showing again on my account. Called O2, they said it was down to my bank. Called my bank, they said that the payment was authorised and pending O2 finalising the transaction for it to be debited from my account. Called O2 again who said it’s nothing to do with them. 

Roll on a week later, again O2 failed to process the payment properly for the second time so the money bounced back into my account. 

I find it baffling that it’s so difficult to pay off an FCA regulated contract that’s backed by the Consumer Credit Act. By law I am fully entitled to pay this off early should I wish, but O2 are making this impossible to do. 

I put a complaint in last week and had a response from someone talking about how to pay off arrears. Glad to see my complaint wasn’t actually read at all!

Been with O2 for decades but my next contract most definitely will not be with them! Customer service these days is absolutely non-existent.

[madasaf1sh]

@Ben987 

Just to explain the authorisation process... 

O2 and other merchants have 63 days to claim the funds from an authorised transaction, and it will only reverse after 7 days usually if the payment is not claimed within that initial time frame.. 

I would be asking your bank and o2 for what is known as a transaction trace, this shows the payment and authorisation flow.  As it could be your bank blocking it, or refusing to honour the presented transaction, and like o2,  banks are know to BS their customers.. and Santander have a long history of payment issues...

[MI5]

Not at all an unusual situation with O2.

The forum is full of payment related issues @Ben987 

[Sar36]

It could take couple of days to show on your account this happened with me last year 

[MI5]

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@Sar36 wrote:

It could take couple of days to show on your account this happened with me last year 

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But only if O2 claim the funds.