Donald, 27 Dec. 2024 , 11:39am
Hi, I’m really sorry but I had no idea my bill wasn’t being paid until you recently turned my phone off for the first time ,only after it getting out of control ? I’m confused because always in the past you’ve turned my services off pretty much within 72 hours after a missed payment? But for some reason and some error on your side you’ve kept my phone active which has now ended up causing my bill to go completely out of control, with me suffering from high anxiety and depression this is worrying me now because I am currently looking for work and if you turn my services off again it will prevent me finding work to not only pay my bill but earn a living I am a self employed joiner and really need my phone, is there any arrangement we can come to in order to keep my services active please but pay the bill off gradually. I have no other way to pay this off at the minute with not currently working but if there’s a monthly payment arrangement we can come to please let me know  
  
Kind regards  
<PRESIDIO_ANONYMIZED_PERSON>

O2 Virtual Assistant, 27 Dec. 2024 , 11:40am
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Dec. 2024 , 11:40am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Donald, 27 Dec. 2024 , 11:40am
07354940454

O2 Virtual Assistant, 27 Dec. 2024 , 11:40am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:40am
Billing & Payments 💷

O2 Virtual Assistant, 27 Dec. 2024 , 11:40am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:40am
Billing Issue

O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:41am
Bill higher than expected

O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
There are a few reasons your bill could be higher that you were expecting.  
  
Lets work it out together.
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O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:41am
Missed a payment

O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
If we didn't receive a payment by your due date, we'll send you a reminder a couple of days later, and then another message to let you know that a late payment fee will be applied to your next bill.  
  
Just letting you know, there is a £6 charge to cover our admin costs.
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O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:41am
No

Donald, 27 Dec. 2024 , 11:41am
No

O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:41am
👎 No

O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:41am
Speak to an Expert

O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
[Rich Content]
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Donald, 27 Dec. 2024 , 11:41am
It’s about my Account

O2 Virtual Assistant, 27 Dec. 2024 , 11:41am
Thanks! 🙏
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O2 Virtual Assistant, 27 Dec. 2024 , 11:42am
Please can you confirm your full Name
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Donald, 27 Dec. 2024 , 11:43am
Donald Ian Alec Cruickshank

O2 Virtual Assistant, 27 Dec. 2024 , 11:43am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Donald, 27 Dec. 2024 , 11:43am
Yes

O2 Virtual Assistant, 27 Dec. 2024 , 11:43am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Donald, 27 Dec. 2024 , 11:44am
Hi, I’m really sorry but I had no idea my bill wasn’t being paid until you recently turned my phone off for the first time ,only after it getting out of control ? I’m confused because always in the past you’ve turned my services off pretty much within 72 hours after a missed payment? But for some reason and some error on your side you’ve kept my phone active which has now ended up causing my bill to go completely out of control, with me suffering from high anxiety and depression this is worrying me now because I am currently looking for work and if you turn my services off again it will prevent me finding work to not only pay my bill but earn a living I am a self employed joiner and really need my phone, is there any arrangement we can come to in order to keep my services active please but pay the bill off gradually. I have no other way to pay this off at the minute with not currently working but if there’s a monthly payment arrangement we can come to please let me know  
  
Kind regards  
<PRESIDIO_ANONYMIZED_PERSON>

Info [Automated], 27 Dec. 2024 , 11:44am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
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