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direct debit

why can no one at 02 set up a direct debit? I have been trying since January to set one up. Every month I have to phone up and get told that its all set up. Then I find a threatening text message to say the bill hasnt been paid! This is for my elderly mother and its driving us both mad! Please can someone help? She is stuck in a contract so cant even switch.
Posts: 27,019
Topics: 247
Solutions: 1,614
Registered: ‎29-07-2008

Re: direct debit

[ Edited ]

Explaining that to O2 is all you can do, somebody must listen to you eventually.

Have you checked the DD is in place with your bank?

If that doesn't work raise a complaint: http://www.o2.co.uk/how-to-complain

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1
Posts: 84,483
Topics: 580
Solutions: 4,306
Registered: ‎04-01-2009

Re: direct debit

O2 should be able to supply you with their details to set it up yourself. I'm not sure why they are having problems setting it up, they are always able to do it with new accounts. Any particular reason she cancelled the original?

Former Staff
Posts: 11,576
Registered: ‎13-08-2012

Re: direct debit

Hi @Anonymous


Please give customer service another try as per @perksie's advice and feel free to send me a message if you continue to have trouble.


I'm Toby, an community coordinator Smiley Happy

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Level 25: Hard Hitter
Posts: 1,340
Registered: ‎22-11-2014

Re: direct debit

[ Edited ]
O2 always set up a DD when u open a new account, u must've cancelled this?

Anyhow our great community manager has offered to help in the post above mine. If u still are having issues please take him up on his offer.

Posts: 116,669
Topics: 574
Solutions: 16,177
Registered: ‎04-04-2012

Re: direct debit

Try this route http://static.o2.co.uk/assets2/pdf/O2_DirectDebitMandate.pdf
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Posts: 0

Re: direct debit

Hi @Anonymous

I am sure this is indeed very annoying and worrying for you.

In addition to what others have said I would also suggest that you check, if you can, that there are sufficient funds in your mother's account at the appropriate date each month.  It may just be a cash flow issue.


Good luck.