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!

[Cleoriff]

 So if you were re-connected and offered a discount...that was one offer...

The second thing you had was an email terminating your contract and asking you to pay £500? (all before the supposed date of the 30th December?)

A clear case here of the right hand not knowing what the left hand is doing...??!

Total and utter fiasco.....:smileysad:

[Anonymous]

As has been mentioned on another thread this afternoon, o2 will NOT take you to Court. They will just instruct bailiffs and destroy your credit file.

If Court action is considered then YOU will have to instigate it.

It is yet another DREADFUL example of o2's SHEER INCOMPETENCE.

[amici-pat]

Yes, over £500, Contract is not yet 12 months' old! I have been with o2 since my phone was a 'brick' !! I have a Samsung Note 3, which is now no use to me whatsoever!!.

[amici-pat]

Surely they need a Court Order before instructing Baliffs?

Should this be, then I will have no hesitation of taking a Court Action myself. I have not reached this age to be afraid of bullies, corporate or otherwise.

I know this will not be of any use, but I will also be contacting Trading Standards and Watchdog, and will not go down quietly!

[Anonymous]

A lot of money.

You could request for the phone to be unlocked so you can use it on other networks. Just a thought and it's free to contract customers.

Http://www.o2.co.uk/help/phones-and-devices/unlocking-your-iphone-and-using-it-on-another-network

[Anonymous]

---

@amici-pat wrote:
Surely they need a Court Order before instructing Baliffs?

Should this be, then I will have no hesitation of taking a Court Action myself. I have not reached this age to be afraid of bullies, corporate or otherwise.

I know this will not be of any use, but I will also be contacting Trading Standards and Watchdog, and will not go down quietly!

---

Possibly not court bailiffs but those type of ones they sell debts to. 😔

[amici-pat]

If they are so desperate as to want my 'phone they can have it, it is of no use to me.

My Credit File is OK now, so getting a new 'phone on Contract elsewhere will not be a problem, and don't need (can afford) anything else so to hell with the Credit File.

[amici-pat]

Basically they sell on to Debt Collection Agencies posing as Bailiffs, still need a Court Order, I worked against this kind of thing before retirement so can handle them too!!.

[jonsie]

---

@Anonymous wrote:

---

@amici-pat wrote:
Surely they need a Court Order before instructing Baliffs?

Should this be, then I will have no hesitation of taking a Court Action myself. I have not reached this age to be afraid of bullies, corporate or otherwise.

I know this will not be of any use, but I will also be contacting Trading Standards and Watchdog, and will not go down quietly!

---

Possibly not court bailiffs but those type of ones they sell debts to. 😔

---

Bailiffs need a court order. Be interested to know what type you are referring to....

[amici-pat]

Have already decided in the light of the above to commence a Court Action against o2 online and I am now going to prepare the forms and submit my claim first thing Monday following their e-mail received today.