Payments not going through

[Shaz4]

Why can’t I pay my device payments online on the app or over the phone on the automated system, I have no problem with the air time, it says there’s an issue with my bank which there isn’t, I have 7 accounts with 02 & don’t particularly want to leave & this has happened on multiple occasions, was promised a call back yesterday which never happened

[Cleoriff]

Hi @Shaz4 

Only O2 can sort this. All numbers in this guide Guide: Coronavirus Community Help and Support 

Guide: How to Pay Your Bill (Airtime & Device Plans) 

[MI5]

@Shaz4 

Device payments are subject to a credit agreement and can only be paid by direct debit or by calling O2.

Guide: How to find help & contact O2 

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.

[Shaz4]

I have tried to contact 02 but they don’t get back to me, it lets me pay some of my bills (I have 7 lines) but the last 2 device plans will just not go thru either on the app or over the phone, I’m getting more & more annoyed with it as they will disconnect me if it’s not paid

[Cleoriff]

@Shaz4 

O2 will never call you back. You just have to persevere when you eventually get through.

[Shaz4]

I have had issues in the past with this but it seemed to resolve itself & since I’ve been with 02 (years) I’ve always paid on the app or over the phone as I don’t like direct debits & I’ve never been told it has to be paid by like that

[Shaz4]

All I keep getting told when I eventually get thru is that they can’t take a payment as they’re working from home so how the heck am I supposed to pay & not risk getting cut off as they are now overdue, frustration is an understatement

[Cleoriff]

@Shaz4 

I'll tag our managers to the post and see if they can help

@Marjo @Martin-O2 @LukasB ?

[MI5]

@Shaz4 

It is in the contract T&C's that bills should be paid by direct debit.

It is far easier and avoids issues such as this.

http://www.o2.co.uk/termsandconditions

[Shaz4]

I prefer the payment method I have used since I joined 02 & don’t usually have problems, when I had issues a while ago it was sorted out eventually, I don’t like paying by direct debit as I prefer control over my payments & as I said I’ve not had any problems until now but it also doesn’t explain why 5 out of 7 of my device payments went thru & not the last 2 plus all the airtime payments went thru ok