Unable to pay my 3 monthly accounts

[Anonymous]

O2 I have been a loyal customer of yours since before you were O2; BT, I have stayed with you through name changes and takeovers, but the last four months has tested that to fullest.

Why!!! I hear you ask, you payment systems and the faults has meant much frustration. Your company claims that their is no fault, but is rather a fault with MY bank which is untrue.

But today has taken the biscuit, I phone your automated service trying to pay the bill; but failed again, to be put through to one of your service operators. Who in fairness tried twice to take a payment which failed AGAIN. He asked if I had another card; no I don't, then asked if I was sure I had the funds to cover the bill; yes I do, then stated the problem is with your bank failing to process the payment.

After talking with your service operator, I called my bank who checked the history on my account, not only have they NOT declined any payments, they haven't received any notifications from you; O2.

So your payment; both online and automated service, are broken. It has been a known fault on your online service for four months, even your store assistants know about it and they are as frustrated with it as I am.  I need you; O2, to get your engineers to look into the faults.  I tried to request that your operator to put in a notification while on the phone this morning.  He claimed he couldn't.

So I politely ask that you sort both out ASAP.  

POSTED ON FACEBOOK AND MESSAGED YOUR FACEBOOK PAGE ALSO

[MI5]

@Toby
Another one for you mate

[Cleoriff]

Hi @Anonymous Sorry to hear of this awful problem but you aren't talking to O2 here.,....this is a customer to customer forum. Hopefully the community manager @Toby will be able to help. Sadly the payment system is having major issues... Appalling really...4 months on and clients are still unable to pay their bills.

[jonsie]

Appalling that O2 seem unable/unwilling to fix this very well known issue and that advisers are still telling people to contact their bank whilst knowing that the customer is going to find out that it is O2 who have the problem. Result, one angry customer, repeated phone calls, more frustration and a default on their credit file. Really O2 this is pathetic, disgraceful and is surely going to lose you customers.

[Toby]

Hi Cilla,

I'm Toby, the community manager. Sorry to hear about this! Please send me a private message and I can ask the rest of the team to look into this.

[viridis]

End of the month again.

To the op,
You need to call 202 tomorrow without trying online and select the option "other account issues"
Do not use the automated service as that too will render your card unusable for 24h, you need to speak to someone to put them through manually.
They can only put through 3 payments a day so you are limited to 1 and a half account payments (1account = 2 individual refresh payments) to pay the remainder you will need to call the following day.
But you need to do this tomorrow as your card is unusable today once the system rejects it and blames your bank even though they have no transaction to even decline....

[Anonymous]

Not again. This is why im glad i have a direct debit set up. @Toby will this problem ever be sorted for customers

[viridis]

For record of @Toby to feedback.
Once a customer attempts to use a card using any of the New automated systems, that card is now rendered unusable for o2 for 24h.
If customers call and get manual entry by advisors without getting it screwed up by automation first... the payment will go through but only 3 individual payments a day.

[Toby]

Thanks @viridis, I'll add this when I raise @Anonymous's issues. Big help mate.

[viridis]

You need to point out how it's widespread and everyone gets same problem....
Blame banks.
Banks have no records of these transactions at all, let alone declining them.