Why make it so difficult

[RobS1]

Simply wanted to pay the remaining balance on my device.
Unable to do so via app - need to call.
Call and end up taking to the robot for ages as it doesn’t understand.
Finally think I am getting somewhere when the robot tells me the magic words I have to precisely say to pay my device in full.
Options are then to upgrade or continue to leave.
I want neither.
So I choose upgrade in the faintest hope I might actually speak to a human.
On hold for ages.
Cut off.
When all I want to do is pay a remaining balance.
As usual. Great product. But just another large company with terrible customer service.

[MI5 · Accepted solution]

@RobS1 

You'll need to call customer service and a method to try here......
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.