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!

[jonsie]

Good  luck:smileywink:

[Beenherebefore]

If all the information in this thread is correct then O2 is in deep do-do.

[jonsie]

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@Beenherebefore wrote:

If all the information in this thread is correct then O2 is in deep do-do.

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Rightly so!

[Anonymous]

@Toby  

[jonsie]

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@Anonymous wrote:

@Toby  

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Poor @Toby 

[Beenherebefore]

Too late for Toby.......O2 are now in the Court's hands.

[Cleoriff]

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@Beenherebefore wrote:

Too late for Toby.......O2 are now in the Court's hands.

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I think you will find community management were flagged by MI5 much earlier in this thread. Marina was involved as Toby was away......

Obviously nothing was resolved as @amici-pat was subsequently cut off and asked to pay £500 termination fee. An absolutely appalling state of affairs, (as I have said many times throughout)

[MI5]

Disgusting and appalling......

[Anonymous]

There are parts of this story that don't appear to add up (based on the most recent comments).

The OP made a payment on 9th December but the wrong security code was input. To be asked to "verify by Visa) means this was an online payment. Staff members from o2 won't touch this, it is all automated. So if the wrong security code was input that would have been by the OP. It would also mean the payment hasn't gone through. Has the OP checked their bank account to make sure the payment has actually left their account (not relying on the Verified by Visa thing)?

Further, As @Anonymous has intimated elsewhere, o2 don't completely cut a mobile off (in the event of non payment). When calling 202 the call would be diverted to the payment line. So that would imply that the non payment must have been 2 months worth to warrant a complete disconnection.

If the above is not the case then perhaps the OP can come back and clarify. If however it is correct I would strongly urge the OP to reconsider legal action as if they lose the case o2 could request their own legal costs be paid by the OP.

Sorry if I have misread stuff here but I am basing the above on the OP's post at 4.31

[Cleoriff]

I just want to say @Anonymous  that Verified by Visa may be what the OP is referring to when she was asked for the CVV code by the advisor....... I buy lot of things over the phone as well as online and am always asked for the 3 digit code. if the person taking this inputs it incorrectly then the payment will fail.

All that aside, this poster has been treated appallingly by O2...if something she has said has been lost in translation on this forum that is a minor issue in my opinion.....