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!
