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Outstanding query on an account in your name ?

Level 1: Joiner
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i have spent 12 weeks and 10 hours in total speaking to O2 😫

I have 3 phones with them ll in an account in my name and have done for many years . 
I went to upgrade one of the phones online and got a red error message in a box saying that I am unable to upgrade as there is an outstanding query on an account in my name ?? I have no other account with them and never have done. The message applies on all 3 phones when I try and upgrade any of them 

I must have spoken to 7 different customer service agents and they have either not had a clue or thought they could sort it but then couldn’t . Red error message still present and still unable to upgrade. 
the only thing I can think of that coincides is a dispute of some travel charges that I wanted them to look into as I said  they were not mine. Next thing I knew I was getting messages about collections and all sorts ! Just because I had asked for. Complaint to be made about some charges I didnt think were mine ! Anyway, I quite quickly paid the disputed amount because I realised that the hassle of not being able to upgrade was worse than paying the disputed charges of £54 . BUT several weeks later , error message still hasn’t gone and neither I nor the upgrades team can process an upgrade . My account is now in credit with them by the way as I think I  overpaid them ! Still unable to upgrade . Any help would be greatly appreciated as I am tearing my hair out ! 

Message 1 of 4

Level 94: Supreme
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Unfortunately there's nothing we can do here as we're all customers like yourself.

Have you tried the UK based social media teams?

Guide: How to find help & contact O2 

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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 2 of 4

Level 85: Esteemed
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@Sort5759 Have you spoken to the Payment Management Team? Call them on 0800 902 0217/0800 032 5302

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

You can also reach O2 via social media:
Facebook (, Twitter (now X) (, or Instagram (


Message 3 of 4

Level 32: Blockbuster         
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It would be interesting to know when you lodged your complaint @Sort5759 and whether that complaint remains under investigation ?


It has occasionally been mentioned that other O2 teams are unable or unwilling to engage with customers who have an open formal complaint.


I wonder whether, at the O2 end, the red error message is blocking action because of the ongoing involvement of the complaints' team ? 


Message 4 of 4