Unpaid bill but pay by direct debit!?

[Bootzilla]

I’ve been sent threats by O2 stating that I have an overdue bill and that if I don’t pay in 3 days I will be charged a late payment fee, but from day one I’ve always made payment by direct debit so I don’t understand why I’m now being asked to manually pay online via the app?? I’ve wasted an hour of my life waiting on the phone to speak to customer service and been cut off both times after 30 mins without ever speaking to anyone. Really disappointed with the support O2 neglects to offer. I guess someone will contact me when they want the money and then I can discuss the issue?

[Bambino]

@Bootzilla I will tag the O2 online account advisors to see if they can help. @O2Waqas or @O2Emma can you please assist?

[O2Waqas]

@Bambino thank you for the tag, 

@Bootzilla Apologies you have had trouble getting through, I will send you a private message so we can look into this further for you

Thanks