Unlawfully Suspended for 10 Days due to O2 "System Glitch" - Account is in Credit - Any Advice?

[chippy353]

Hi everyone,

I'm at my wit's end and hoping someone in the community can offer some advice, as I've been without any service for 10 consecutive days and O2's official channels have completely failed me.

The Short Version: My account is being repeatedly and unlawfully suspended due to a phantom £26.98 debt that O2 agents have confirmed on recorded calls is a "system glitch" and that I "do not owe". Despite this, and despite my account now being in credit by £53.96 (confirmed by an O2 agent), I remain cut off.

What Happened: This all started over a month ago (10th September) with a simple billing error that O2's systems mishandled, creating the phantom £26.98 charge. This has led to:

• Four separate unlawful service restrictions for a £0.00 debt.

• My legitimate Direct Debit being blocked by O2's own system, manufacturing a "default".

• My My O2 account showing a £0.00 balance while simultaneously displaying a "Payment overdue" warning for the phantom £26.98. 

• My automated phone line telling me "You currently have nothing to pay" before demanding a payment in an endless loop.

I have spent hours on the phone and on live chat. Multiple agents and even a manager have admitted this is O2's fault but claim they are powerless to manually restore my service due to "operational limitations". Their only "solution" has been to try and coerce me into setting up new payment plans for a debt they admit is false, which is an unlawful practice. 

I have already paid my bill in full under protest, but I am still cut off. I have a deadlock letter and the case is with both Ombudsmen, but that process is slow and I need my phone to work.

My Questions for the Community:

1. Has anyone else experienced this "ghost debt" or "system glitch" issue that causes endless suspensions?

2. Does anyone have any advice on how to get a manual override on a service restriction when the front-line staff and managers say they can't do it?

Any practical advice on how to get this fixed would be hugely appreciated.

Thanks

[pgn]

One for Forum Management assistance, tagging @Dave-O2 

[Dave-O2]

Thanks for the tag @pgn 

@chippy353 Please drop me a PM with your mobile number and i will see what i can do 👍

[chippy353]

Hi, thank you in advance!

Account number is: (REMOVED)

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[MI5]

Flagged

[jonsie]

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@chippy353 wrote:

Hi, thank you in advance!

Account number is: xxxxxxx

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@chippy353 

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