on 05-11-2016 11:57
on 05-11-2016 11:57
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
Solved! Go to Solution.
05-11-2016 12:25 - edited 05-11-2016 13:36
05-11-2016 12:25 - edited 05-11-2016 13:36
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?
on 05-11-2016 12:24
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
05-11-2016 12:25 - edited 05-11-2016 13:36
05-11-2016 12:25 - edited 05-11-2016 13:36
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?
on 05-11-2016 12:29
on 05-11-2016 12:29
other charges can be applied as well
Source http://www.o2.co.uk/help/account-and-billing/other-numbers-and-charges
05-11-2016 12:35 - edited 05-11-2016 12:39
05-11-2016 12:35 - edited 05-11-2016 12:39
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
on 05-11-2016 12:54
on 05-11-2016 12:54
on 05-11-2016 13:31
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.
on 05-11-2016 13:33
on 05-11-2016 13:33
@Wa10 Just checking the screen shot says after 20 days so 6 days late not 4 as you state in your reply ?
05-11-2016 13:33 - edited 05-11-2016 13:37
05-11-2016 13:33 - edited 05-11-2016 13:37
@Anonymous
All ways to pay help here http://community.o2.co.uk/t5/Discussions-Feedback/Ways-to-pay-guidelines/td-p/874982
on 05-11-2016 13:37