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Level 1: Joiner
Posts: 1
Registered: ‎07-12-2018

Phone Bill

I've tried 4 times today to pay my phone bill and each time o2 claim that it's a problem with my bank. I've called my bank and there are no issues with my account or card. This also happened last month when o2 went down

Posts: 87,123
Topics: 529
Solutions: 11,012
Registered: ‎04-04-2012

Re: Phone Bill

@RachelMcCartan you can pay in any O2 shop but setting up a direct debit is the best way.

All ways to pay here https://community.o2.co.uk/t5/How-to-Guides/How-to-Pay-Your-Bill-Contract/ba-p/1014090

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 1: Joiner
Posts: 15
Registered: ‎02-12-2016

Re: Phone Bill

[ Edited ]

I get the same message when I try to pay online... payment failed... I call o2 to pay...payment refused and there is no issue with my bank and that’s using 2 diff bank accounts... I really think o2 should be having a look at their payment system... Direct Debit is not an option for me now due to my circumstances.

Posts: 70,496
Topics: 674
Registered: ‎14-01-2013

Re: Phone Bill

@Martin-O2@EmilieT@Marjo

Is there a problem with the payment systems? We have had quite a few similar issues posted over the last week?

*The Game Is On*


Level 1: Joiner
Posts: 15
Registered: ‎02-12-2016

Re: Phone Bill

i have found posts on here going back as far as 2016 with people having this issue so they do know about it but in my view they are doing nothing to try and fix it.. we are the ones that pay for this by having late payments added to our accounts.. i have 6. and worst case our credit rating is affected due to late or non payments... 

Level 1: Joiner
Posts: 15
Registered: ‎02-12-2016

Re: Phone Bill

Update.. my daughter has gave me permissin to try using her account to make my payments from.. now she banks with a totaly diff bank and has a totaly diff card... guess what.... yeah you got it in one... payment refused. contact your bank... come on o2 whats going on here... does any one know !!!!!
Community Manager
Posts: 5,520
Registered: ‎23-07-2014

Re: Phone Bill

[ Edited ]

@Cleoriff Thanks for the tag. We're not aware of any current on-going issues with the payments.

 

@RachelMcCartan, sorry to hear that you had trouble paying your bill online earlier. As it's been a couple of days I just wanted to check if the issue still persists for you, or you were able to do it in the end?

 

@Caspy I'd like to get someone to have a closer look at this to see if we can identify what the problem might be with your payment. I'll drop you a quick PM shortly to get a few additional details, hang in there!

 

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Level 1: Joiner
Posts: 15
Registered: ‎02-12-2016

Re: Phone Bill

UPDATE

 

Spoke to payment management team.. they say the issue could be down to a security feature in the payment system..  If you use your card a certain anount of times in a certain time period then it shuts down and stops payments going threw... i have 6 contracts with o2 so thats basicaly 12 payments i need to make in a month.. the system didnt like it

 

Direct debits now set up for most of my contracts now so lets hope this is the end of the issue.. 

 

Will updat more soon

Posts: 70,496
Topics: 674
Registered: ‎14-01-2013

Re: Phone Bill

Pleased it's sorted @Caspy. Direct debits are the best and least stressful method of payment.wink

*The Game Is On*


Level 1: Joiner
Posts: 15
Registered: ‎02-12-2016

Re: Phone Bill

Direct Debits set up for all my accounts now.. the payment management team were great and helped me out a lot..

Big thank you to all who posted comments here for me.. this is a great problem solving community..

Issue SOLVED Smiley Happy