Welcome to the O2 Community

Has your question already been answered? See the community FAQ's
Reply
Highlighted
Level 1: Joiner
Posts: 1
Registered: ‎26-08-2016
Accepted Solution

Random bills.

I have been with o2 for years now. Unfortunately I have been off work for the last 3 months due to a serious illness and being in hospital. Ofcourse I haha not been able to pay my phone bill, which means no data etc which was ok. However. They then decided to close down my full phone where I could not make any outgoing calls or receive any incoming call. Practically living in the hospital you can see this would be difficult for me. I was going through a really hard time and sounds silly but i couldn’t even use my phone to interact with people through my boring days in hospital. I asked my mother to call in to see if we could sort some sort of plan but she was told told she couldn’t as she is not the policy holder, I’m assuming you wanting me to speak who was practically unconscious for a while. Anyway I managed to use another phone (random phone which is embarrassing) to call you guys and all i got was passed round in circles. No help what so ever. I genuinely only needed to reschedule these months on to other months. I am a loyal customer and pay my bill everyone but unfortunately Came in to some serious illness issues, which was also costing me money, not to mention other household bills I was paying and cars . I feel the company has not deal with this in a professional manner. I don’t want out of paying the money but a little empathy along the way would be okay. So again as my phone is cut off I would like someone to email me personally at ashleyfoth1x**Personal info** with some sort of resolution because agents on the phone seem to have no empathy or the natural ability to control a conversation which was hard for me to have. Thanks. I also randomly got apple charges on my phones from apps that I have NEVER used or heard from. Another £80 on top. Please get back in touch. Thanks
Posts: 10,294
Topics: 83
Kudos: 1,115
Blog Posts: 2
Solutions: 123
Registered: ‎22-08-2016

Re: Random bills.

[ Edited ]

Hi @bills

 

I am sorry to hear you've been ill and are in hospital but you are not speaking to O2. This is a customer forum, which O2 do not view, and we are all customers like yourself and have no access to customer accounts.

 

O2 will also not email you or phone you back. You have to contact them, I'm afraid.

 

You need to persevere with Customer Services

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

and ask to speak to the Payment Management Team who are the only ones who can help you sort this out.

 

O2 will block a phone when bills go unpaid and the next step will be to hand your account to a debt collection agency. This is made very clear in the T&Cs you signed when taking out your contract so you need to speak to Customer Services asap to arrange a payment plan. The best time to ring is between 8-8:30am to avoid a long time on hold.

 

With regard to uknown charges on your phone bill please have a look here

https://community.o2.co.uk/t5/How-to-Guides/Have-you-fallen-for-or-been-conned-into-a-premium-rate-s...

and here

https://payforitsucks.co.uk/

 

Good luck and welcome to the forum Welcome

Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb

Posts: 87,588
Topics: 530
Solutions: 11,157
Registered: ‎04-04-2012

Re: Random bills.

@bills 

You can reach the Paym Management team on 0800 902 0217. The opening times are Monday to Friday – 8am to 8pm, Saturday – 8am to 6pm and Sunday – 9am to 6pm.

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), iPhone7 (EE)
Posts: 71,585
Topics: 677
Registered: ‎14-01-2013

Re: Random bills.

@bills

Wishing you better health very soon.

Please follow the advice given above. If you have no satisfaction with the payment management team then pop back here and I'm sure one of our managers will be able to help sort something on your behalf.

Customer services open at 8am today and  the best time to call is betweem 8-8.30am.

Best of luck to you. Smiley Wink

 

*The Game Is On*