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Anonymous
Not applicable

the one thing good about 02 is the service  the bad thing is the custumer service  all the agents do is go on about terms and your contract i could not make a payment on time so i rang them to tell them that i could not make a payment on time but all i got was its in your terms so a 3.50 charge was put on i think this sinks 

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Wa10
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The £3.50 charge is applied automatically  I'm afraid @Anonymous, when any payment is late by 6 or more days.

 

Working in the payment management team myself, I can assure you that we always do try our best to help in terms of delaying payments and keeping your services on wherever we are able to, however unfortuantely we do have to work within the business rules and sometimes our hands are tied based on these rules and the history on your account.

 

Apologies if it came across a bit that whoever you were talking to was simply reading from a script about the terms - we're not scripted in general as it can lead to a bad customer experience, but because we are an FCA regulated company there are certain notices which we need to give on every call particularly regarding late payments, default charges and anything which can have an impact on your credit file. We do try to cover this as quickly as possible, however as advisors and as a company we would be penalised if we didn't do this.

 

The charge aside, I hope you managed to get your issue resolved? 

 

 

I work for O2, however any advice or opinion given in this community should be considered my own and not necessarily representative of Telefónica UK Limited.

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Cleoriff
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Hi @Anonymous Thing is when you take out a contract you are bound by the T's and C's of it. Maybe a cheaper one may have been the best for you. I know circumstances change but if you had contacted CS in good time they may have set up a payment plan for you. ......

I hope all is sorted soon

Veritas Numquam Perit

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Wa10
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The £3.50 charge is applied automatically  I'm afraid @Anonymous, when any payment is late by 6 or more days.

 

Working in the payment management team myself, I can assure you that we always do try our best to help in terms of delaying payments and keeping your services on wherever we are able to, however unfortuantely we do have to work within the business rules and sometimes our hands are tied based on these rules and the history on your account.

 

Apologies if it came across a bit that whoever you were talking to was simply reading from a script about the terms - we're not scripted in general as it can lead to a bad customer experience, but because we are an FCA regulated company there are certain notices which we need to give on every call particularly regarding late payments, default charges and anything which can have an impact on your credit file. We do try to cover this as quickly as possible, however as advisors and as a company we would be penalised if we didn't do this.

 

The charge aside, I hope you managed to get your issue resolved? 

 

 

I work for O2, however any advice or opinion given in this community should be considered my own and not necessarily representative of Telefónica UK Limited.
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adamtemp64
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other charges can be applied as well

late payment.PNG

Source http://www.o2.co.uk/help/account-and-billing/other-numbers-and-charges

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Cleoriff
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Indeed it's all there. The main problem is people are so keen to take out a contract they rarely bother to read T&C's. A late payment fee is totally in order if no attempt has been made to resolve it with CS prior to bill payment date. A direct debit should be set up at contract start. This is a requirement by O2. If people choose to cancel DD and pay by other methods then I'm afraid this is where problems start...

Veritas Numquam Perit

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MI5
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Try missing payments with other companies, some charge £24 or more for late payments....
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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Anonymous
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Wa10, searching the site to find if there is an alternative way to make a one off payment via post office/bank. Cant find any details anywhere! Online payment via card/bank not an option for this one time right now. (Nearest store is 20 miles away), Thanks if you have any answers.

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adamtemp64
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@Wa10 Just checking the screen shot says after 20 days so 6 days late not 4 as you state in your reply ?

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
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My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

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MI5
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@Anonymous

All ways to pay help here http://community.o2.co.uk/t5/Discussions-Feedback/Ways-to-pay-guidelines/td-p/874982

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.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 9 of 14
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Anonymous
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Excellent! Thank you MI5, much appreciated.
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