Who is 'at fault'

[amici-pat]

I was recently away from home for a few days, during which time my mobile bill was due.   Having recently changed banks I had not had time to set up Direct Debit payments.    On the date my payment was due, I logged into my O2 Accounts and made the required payments which were accepted and 'verified by Visa'.

However, I started receiving messages on my 'phones that I had not paid my bills, and, eventually they cut off my services.    Each time I tried to make a call I was just diverted to an automated payment service so could not speak to anyone at O2 to find out what had happened.

During my trip I had no access to the internet so was feeling very cut off.  

Upon my return home I had received 2 e-mails from O2 stating that my payments were not taken as something had 'gone wrong' at my bank and I was told to use an alternative method to pay, and get service restored.

I had managed to make a payment on one of the phones, duplicating my payment, as I assumed.

I visited my bank today, and they investigated there and then as there was nothing on the system as to why the payments were not made, but, after a further telephone call, it was found that the reason the payments were not further authorised because the security code numbers had been incorrectly input by O2 when finally trying to take the payment.    They suggested that O2 telephone the bank for confirmation that they were at fault and not me.

Now, I am a pensioner on State Benefits and cannot now pay my other bill until next Monday (pay day).   Assuming my payment had been taken from my bank account, I used the money as shown available in my account whist away from home.

So, I have suffered a curtailment of my services due to no fault of my own?   O2 chat are telling me the only way to get my service back on is to pay the bill.   So, who has broken their Contract me or o2?   I will also have a late/missed payment registered on my Credit File!

[Anonymous]

It's still available on payg accounts Cleoriff.

[Anonymous]

Hi there, 

If you ring customer services they can put your account into dispute, lift the bars, so that you don't have to pay straight away but can still use it. Hope this helps!  

[jonsie]

It's possible to Edgbaston the account to make o/g calls to 202. This used to be allowed to pay accounts in arrears but they seem to have stopped it now. 

[Beenherebefore]

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@jonsie wrote:

It's possible to Edgbaston the account 

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Has that lost something in the translation from Thai alcoholic fug @jonsie ?.....not a description I've heard before.

[jonsie]

I must stop posting from dimly lit bars in the early hours when my brain is also dimly lit!:smileysad:

[Cleoriff]

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@jonsie wrote:

I must stop posting from dimly lit bars in the early hours when my brain is also dimly lit!:smileysad:

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To be fair, this autocorrect on my Note 3 is something I have to double check myself, when I write !!

It CAN be time saving....but can also be predicting something quite bizarre.

I either didn't have it on my S3...or I had turned it off. I will persevere with it though

Apologies. Back on topic

[Anonymous]

By the way you can ring 202 even when you have an incoming and outgoing call bar, only when you have been completely disconnected, because u don't have a signal, you are unable to ring customer services. 

[MI5]

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@Anonymous wrote:

By the way you can ring 202 even when you have an incoming and outgoing call bar, only when you have been completely disconnected, because u don't have a signal, you are unable to ring customer services. 

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Sorry, but why would O2 completely disconnect you for non payment of a bill - Surely just a bar would suffice in this instance?

This is not the first customer we've had on here who couldn't call 202 to pay a bill so something is wrong with the system somewhere.

Of course, O2 could just say "It works fine" or they could look into the reasons why it isn't "working fine" - which will it be, I wonder ????

[Beenherebefore]

[amici-pat]

Just to update - as of midday Christmas Eve, nothing has been resolved - have pm'd back and forth with Maria, but nothing has been resolved, and no reasons or help given.

'phone is now completely cut off, so I will consider my Contract terminated?