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]

And having read amici-pat's previous posts, I'm also confused by " I have never been in arrears with any of my accounts" when it seems there's been a similar previous dispute.

I don't understand the confusion about the January bill - if the December amount has not been paid then the January bill will show the previous amount as carried forward and included in the total amount to pay?  Unless amici-pat is actually asking to be disconnected and pay the termination fees? 

At the end of the day, O2's automated reminders don't start threatening £500 termination fees for a payment that's only a week late.  However if the customer were to ask how much the termination fee would be if the contract were to be cancelled, then they'd be told the amount. 

This all seems a bit strange and I wonder if we have the full story....!

[Toby]

Hi @amici-pat ,

I'm Toby, the O2 Community Coordinator here.

Sorry to hear you're having a hard time with this. Feel free to send me a message and we can see if anything can be done for you.

[Anonymous]

@amici-pat I know it's difficult to trust anybody at this point  but I've made Toby aware of the situation and he can help you. Without going into your account we can only guess and let's face it even if we mean well that is not going to help you in any way, and the longer this is left the worse it is. Toby can help you! I wouldn't have flagged it to him if I didn't believe that...

Good luck  

[amici-pat]

Hi Andrew,
Thanks for the comments. Yes, I have changed the bank on which my Direct Debits were drawn - downsizing from 2 to 1 account. Have just found something on my o2 online which hopefully I can copy and paste to alleviate much speculation.

[amici-pat]

Just found out how to reach this on my account:

09 Dec 14	airtime	1418162443244	On-line Card Payments	Payment	Failed	22.59
10 Nov 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
10 Nov 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
10 Oct 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
10 Oct 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
09 Sep 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
09 Sep 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
11 Aug 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
11 Aug 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
10 Jul 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
10 Jul 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
09 Jun 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
09 Jun 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
12 May 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
12 May 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
09 Apr 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.59
09 Apr 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
12 Mar 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.00
12 Mar 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
10 Feb 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.35
10 Feb 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
09 Jan 14	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.35
09 Jan 14		N/A	Direct Debit - 14 days	Payment	Received	25.00
10 Dec 13	airtime	N/A	Direct Debit - 14 days	Payment	Received	22.00
10 Dec 13		N/A	Direct

[amici-pat]

So, no problems as suggested. Only error on my part was the amount, I had been quoting £17.46 which was another of my accounts (up to date).

[Cleoriff]

Hi @amici-pat  Thank you for posting all that information regarding your account. I know you feel it was necessary .....

I hope now that @Toby is involved he may be able to help you resolve this sad state of affairs. I hope you have been in touch with him as he requested Again I wish you the very best of luck with it all...

[amici-pat]

Thank you, yes, I have contacted Toby with a hope of finally sorting this out.

[Anonymous]

I have just read this entire thread and remain confused over the conflicting information.

However, the OP mentions both Direct Debit and Verified by Visa.

The Direct Debit scheme is managed in the UK by BACS payment schemes Ltd, so you could contact them for advice.

Verified by Visa implies you used a credit or debit card, in which case the issuing bank should help you and forward the complaint to Visa on your behalf, if necessary.

If you have a good relationship with your bank manager, it will be even easier.

Two easy ways to get free advice and support.

[Anonymous]

Whilst not wanting to prolong the thread any further I continue to see question marks throughout this thread. And I still do as the payment history shows the payment not going through. There remains queries all the way through.

What really needs to happen is for the complaints team to look at this from a fresh perspective looking at the whole issue as this thread (as @Cleoriff has indicated previously and supported by @rosadosc) has really run its course in terms of what we can offer here.