Unexplained bill, they won't explain but going to send it to collections

[Mikel_]

Last week I received a letter "reminder... immediate payment required".

It mentioned an account number I didn't recognise, and no phone number. I had never received any letter or communication prior to this, so it is untrue for the letter to say "reminder".

I called O2 customer service. After several calls, and visiting an O2 store, they said I don't owe anything.

Today, I got another letter "notice of disconnection", saying they will send this to collections and ruin my credit score.

What should I do??

I would pay this to just be done with it, but how do I know it's even from O2??

Please help!

[Mikel_]

My guess is this could be about an O2 SIM I got as part of a Virgin broadband bundle. I cancelled the SIM as soon as I received it.

I would pay a pro-rata amount to be done with this, even though customer service said I wouldn't owe anything when I cancelled.

But the bill doesn't say what it's for. And customer service say they're not sure what it's for either.

I have tried calling all of the phone numbers and departments I can find (customer service, accounts, debt assistance).

The letter says I should pay **Personal info** but doesn't say the account number.

It says you can pay online but that assumes you're registered for My O2. If it's about the SIM I cancelled, I never registered for O2?

[MI5]

@Mikel_ 

Sadly, no one here can help you either.

You will just have to persist with customer service, sorry.

[Mikel_]

Is there any way to pay a bill immediately if you don't have access to My O2?

[MI5]

@Mikel_ 

In theory, you can call the Payment Management team on 0800 902 0217.
The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[Mikel_]

Thanks.

Those are closed for the night, so not quite immediate.

Weird how they don't have an automated payments system that operates 24x7.

[madasaf1sh]

@Mikel_ 

They do have a payments line that is open, but in this instance you need to speak to a specific team.  

Just a warning you might at some point find your Virgin Bill goes up, as the Volt Bundles require you to have both components..

[MI5]

@Mikel_ 

Call at 8.00am for best chance of getting through quickly.

[Mikel_]

Same answer as last weekend. They can't find that account so I don't owe money.

Then why am I getting reminder notices and threats of ruining my credit score??

For extra laughs the bill payment line only works if you have a phone number, but I don't, all I have is an account number.

[Mikel_]

Finally a customer service rep transferred me through to somebody who could help.

But they need their manager, who isn't in today. So hopefully it'll be sorted out tomorrow.