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Level 1: Joiner
Posts: 19
Registered: ‎07-08-2014

Re: Phone randomly barred for some reason

I have made my complaint through resolver and O2 have replied saying that they are making an investigation and will get back to me in 5 days. 

 

Just find it strange how I've been using it for years and now all of a sudden they just demand full payment without any warning. 

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Posts: 101,957
Topics: 550
Solutions: 12,994
Registered: ‎04-04-2012

Re: Phone randomly barred for some reason

Let us know what they say please.
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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 80,285
Topics: 573
Solutions: 3,845
Registered: ‎04-01-2009

Re: Phone randomly barred for some reason

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Level 1: Joiner
Posts: 19
Registered: ‎07-08-2014

Re: Phone randomly barred for some reason

I shall do.

Thinking of phoning then to see if they have an update.

It's because the money I used to pay this was my living money since am a student I don't have that much but to be forced to pay my bill which has now been paid again as my phoned was barred again is ridiculous.

Been with o2 for over 6 years and never had the problem before and to tell someone they want their payment straight away is just bank out. There was no notice or anything and left me pretty much skint until payday which is the 21st which is the same day I get paid and the direct debit goes through.

Said in the complaint that it's added even more stress as my thesis is due in this week. And this has blown over the top and had to put my own general living money to pay this bill cause they don't seem to have any patience to wait 10 days until the direct debit payment goes through
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Level 1: Joiner
Posts: 19
Registered: ‎07-08-2014

Re: Phone randomly barred for some reason

What happened if they don't have a good reason. what would my next step be?

I've also asked for compensation because I'm borrowing money just to cover this bill as they wouldn't wait until the 21st so obviously I'm getting charged interest for it which is 59.9% interest
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Level 1: Joiner
Posts: 19
Registered: ‎07-08-2014

Re: Phone randomly barred for some reason

[ Edited ]

O2 have got back in touch with me. Instead they were rather very rude. 

 

They are claiming they have sent emails to me on the 3rd of April claiming that I must make a payment which I did not recieve. 

 

This is the responce they have given me but I'll remove the sensitive information. 

 

My investigation
We’ve sent emails to your registered email address, from 3 April 2018 until 6 April
2018, requesting that you make an interim payment for your unbilled charges. You’ve spoken with our
Webchat Team on 3 April 2018 and you’ve promised to pay £260 on 5 April 2018, but you’ve not done so.
You’ve made a £30 interim payment on 5 April 2018. You’ve then spoken with our Webchat Team and,
although you’d not made the requested payment amount, they’ve removed the bars from your account.
You’ve made a £65.20 interim payment on 9 April 2018 and another interim payment of £211.00 on 11 April
2018.


If we see usage on your account that causes us concern, we might restrict use of your services on your SIM
card. We may also ask you to make payment for the extra charge. If we restrict your SIM card, it stops any
use of the chargeable aspects of your service. To view our full Terms and Conditions, please visit,

V 1.5

https://www.o2.co.uk/termsandconditions/mobile/our-latest-pay-monthly-mobile-agreement


As per our Terms and Condition, I’m been unable to uphold your complaint.
My actions
As I’ve been unable to uphold your complaint, I’ve taken no action on your account. I appreciate this isn’t the
answer you’re looking for, but I hope you can understand our position in the matter.

 

This completely goes against the whole complaint as I had to borrow money to just pay my bill which isn't due until the 21st. And the chat that I had with an adviser goes against this. I said I will make a payment of £30 on the third and once I get my credit card I will make the remainder payment which as you can see have been done £276.20. It doesn't relate to the hardship that I went through just to get this out the way and completely ignored my complaint and claimed that I didn't make payments in which the second paragraph shows that I've made the full payment.

Highlighted
Posts: 101,957
Topics: 550
Solutions: 12,994
Registered: ‎04-04-2012

Re: Phone randomly barred for some reason

All they care about is the money these days.
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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 19
Registered: ‎07-08-2014

Re: Phone randomly barred for some reason

I've sent a reply and if they don't respond appropiately I'm taking this up futher. They can't just demand payment of such a high bill straight away without warning and can't simply wait until the 21st in which the bill would have been paid in full.

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Posts: 101,957
Topics: 550
Solutions: 12,994
Registered: ‎04-04-2012

Re: Phone randomly barred for some reason

You can ask them for a letter of deadlock and take your complaint to the Ombudsman if you wish to take it further.
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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Highlighted
Posts: 80,285
Topics: 573
Solutions: 3,845
Registered: ‎04-01-2009

Re: Phone randomly barred for some reason

Well good luck @ay0ub24

It seems we don't know the full story here. From O2's actions and comments in the reply to your complaint , they apparently have concerns about the way you are running the account which is why they have asked for full payment and still make reference to barring your account if they suspect any 'unusual activity'.