Paid Bills but still saying outstanding on app

[Adhoc]

Hello, hoping someone can help as I’m at my wits end here with o2’s horrendous “customer service”.

I paid my two o2 bills a few days early on 28/4/2024, as I usually do with no problem. This time however o2 still took the direct debit payments and maintains the bills are still outstanding on the app -despite the account section itself showing both payments.

Luckily I was able to get my bank to retrieve the payments and I’ve cancelled the direct debits but I’ve still been unable to resolve the issue.

Ive been trying for nine days now to speak to anyone at o2. The customer support lines are left unanswered and the one time an advisor did connect on the app, they didn’t reply or say anything. 
I don’t want to end up with my phone cut off because of their mistake.

[Cleoriff]

@Adhoc 

You really shouuldn't have cancelled your direct debit. O2 are very quick to call in debt recovery.

You need to contact payment management.

Details here Guide: How to find help & contact O2 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

[Enlli]

Cancelling direct debits is not a good. O2 are slow and useless on many things but putting people into debt is not on of them

Sorry to say you will have to persist. The app is playing up for hundreds of people due to a botched system upgrade.

You really need Payment Management who are the ones to help

You can get in touch with Payment Management team on 0800 902 0217 

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Adhoc]

I am not paying a bill twice. I owe nothing for them to recover.

[Adhoc]

Again I’m not paying a bill twice, nor do I have the funds to cover it in my bank. I’m not being left overdrawn with nothing in my bank.

[Adhoc]

By retrieve payments I mean the money taken by direct debit after the bills were paid. The initial payments on the 28th have still been taken and paid both bills in full.

[gmarkj]

The problem was that there was not enough time between you paying the bill manually and the DD being called for @Adhoc .

I think the payment needs to be made 5 or 7 working days before the DD is due.

As to why the account still shows as unpaid I can't say.

Payment management are the ones that you need to speak to.