Reiss, 26 Feb. 2025 , 04:44pm
Speak to a manager

O2 Virtual Assistant, 26 Feb. 2025 , 04:44pm
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 26 Feb. 2025 , 04:44pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Reiss, 26 Feb. 2025 , 04:44pm
07764830364

O2 Virtual Assistant, 26 Feb. 2025 , 04:44pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:44pm
Billing & Payments 💷

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:45pm
Billing Issue

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:45pm
Bill higher than expected

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
There are a few reasons your bill could be higher that you were expecting.  
  
Lets work it out together.
[Read]

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:45pm
None of these

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:45pm
Monthly bill

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
The most common reason for an unexpectedly high bill is going over your monthly allowance of texts and minutes. When this happens, you'll be charged at our standard rate.
[Read]

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:45pm
👎 No

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:45pm
Speak to an Expert

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 26 Feb. 2025 , 04:45pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 04:46pm
It’s about my Account

O2 Virtual Assistant, 26 Feb. 2025 , 04:46pm
Thanks! 🙏
[Read]

O2 Virtual Assistant, 26 Feb. 2025 , 04:46pm
Please can you confirm your full Name
[Read]

Reiss, 26 Feb. 2025 , 04:46pm
Reiss Dervish

O2 Virtual Assistant, 26 Feb. 2025 , 04:46pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Reiss, 26 Feb. 2025 , 04:46pm
Yes

O2 Virtual Assistant, 26 Feb. 2025 , 04:46pm
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.
[Read]

Info [Automated], 26 Feb. 2025 , 04:46pm
You are now connected to Pavan, 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!  
  
But hold tight & don't worry Pavan will be replying in a few minutes.
[Read]

Pavan, 26 Feb. 2025 , 04:48pm
Hello Reiss, thanks for messaging O2. I appreciate your patience while waiting in the queue. I will certainly assist you with your request. Could you please share your query, so that I can assist accordingly!
[Read]

Reiss, 26 Feb. 2025 , 04:49pm
Hi guys. This is a really serious issue now and frankly I’m getting bored of this runaround. Every single time I have reported this issue I am told It will be escalated to a manager and I’ll be called back. But I never have been. And this issue has been going on for 5 months now!!  
I am still being charged for 2 devices after I upgraded my device and sent it my old one with o2 switch up in October!!! Yet every single month I report this and NOTHING has been done about it at all. Now i have report it again this month as soon as my bill came through. Yet nothing was done. I am not paying this bill until it is amended and this is fixed permanently!

Pavan, 26 Feb. 2025 , 05:01pm
I understand your frustration and I'm sorry to hear about the ongoing issue with your billing. It's unacceptable that this has been going on for five months without a resolution, and I apologize for the inconvenience this has caused you.  
  
To help address this, I will raise a chaser with the team to get this resolved as soon as possible. Additionally, I will apply a £40 credit to your account to offset the balance. I hope this will help alleviate some of the frustration you've experienced.
[Read]

Pavan, 26 Feb. 2025 , 05:07pm
Hi, I do not mean to rush you, just checking if we are still connected?
[Sent]

O2, 26 Feb. 2025 , 05:18pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 26 Feb. 2025 , 05:18pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 06:42pm
Yes, continue ✔️

O2, 26 Feb. 2025 , 06:42pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 26 Feb. 2025 , 06:42pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 06:42pm
Yes, continue ✔️

O2, 26 Feb. 2025 , 06:42pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Reiss, 26 Feb. 2025 , 06:43pm
Yes the £40 credit is just the extra I’m being charged for the device I no longer have. I would like to have to stop dealing with this every month

Reiss, 26 Feb. 2025 , 06:45pm
And if this can’t be resolved I’d like to leave O2 because this is ridiculous. 5 months!! I have been a loyal customer with o2 for over 12 years and a simple problem can’t even be resolved. In December I was charged the extra money 2 days before Christmas and then refunded it. It’s unacceptable

Reiss, 26 Feb. 2025 , 06:45pm
The person before hand said they’d apply a £40 credit. When will this be added

Info [Automated], 26 Feb. 2025 , 06:48pm
You are now connected to Madhurima, 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!  
  
But hold tight & don't worry Madhurima will be replying in a few minutes.
[Sent]

Madhurima, 26 Feb. 2025 , 06:53pm
Hello Reiss , My name is Madhurima. I’m glad to have you with us at O2. Be assured, I shall surely check and try my best to assist with your query.😊  
  
I was going through your previous conversation and seems like you are being charged fora device which you no longer have. I'm really sorry to hear that. 😕  
  
Also I can see that previous agent promised you for a credit of £40.00 and it has already been credited to your account.  
  
May I ask you Reiss if you have returned the old device to O2 ?
[Read]

Madhurima, 26 Feb. 2025 , 06:59pm
Pardon the interruption, just checking if we are connected🔍.
[Sent]

O2, 26 Feb. 2025 , 07:05pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 26 Feb. 2025 , 07:05pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 07:11pm
Yes, continue ✔️

O2, 26 Feb. 2025 , 07:11pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Reiss, 26 Feb. 2025 , 07:11pm
Yes I have returned the old device. I recorded confirmation of the return and the device passing the checks in October

Reiss, 26 Feb. 2025 , 07:13pm
Also I can’t see the credit of the £40 on my account

Reiss, 26 Feb. 2025 , 07:14pm
Also can you please not restrict my services. I will pay the bill in full when it is resolved. I told the last person I spoke to on the phone that I would not be paying extra again and waiting for a refund

Info [Automated], 26 Feb. 2025 , 07:26pm
You are now connected to Paramita, 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!  
  
But hold tight & don't worry Paramita will be replying in a few minutes.
[Sent]

Paramita, 26 Feb. 2025 , 07:42pm
Hey Reiss! 👋 Thanks for connecting with O2.  
  
I am really sorry for the wait in connecting to us. I can see that you are facing issue with O2 switch please do not worry I'll check and assist you with this query. 😊  
  
As I understand your concern is you're suffering with your old device to return, however you're still getting charged for your device.  
  
Upon checking your device is showing as active. I do understand your frustrating and this is really giving your stress I understand.  
  
As I see you have overdue balance of £105.49 to pay your due, let me know if you like to set promise to pay for your account?
[Read]

Paramita, 26 Feb. 2025 , 07:48pm
Hi, I am sorry I have caught you during the busy hour. I do not mean to rush you, just checking if we are connected?
[Sent]

O2, 26 Feb. 2025 , 07:52pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 26 Feb. 2025 , 07:52pm
[Rich Content]
[Read]

Reiss, 26 Feb. 2025 , 07:58pm
Yes, continue ✔️

O2, 26 Feb. 2025 , 07:58pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Reiss, 26 Feb. 2025 , 08:01pm
Why is my old device still active? This is exactly the problem I’ve been having. I returned it in October. I have the confirmation text message and email saying it was received and passed their checks and was to be credited and taken off. Yet it hasn’t and now you’re telling me it’s still active

Reiss, 26 Feb. 2025 , 08:01pm
Also I will pay my bill when the £40 credit is taken off of it

Reiss, 26 Feb. 2025 , 08:04pm
Like I have been trying to explain for the last 5 months. And I’m sure you’ll see on your system that i called earlier this month as soon as I recieved my bill. I was on the phone to customer services for over an hour and was just told the same things I have been told every time

Reiss, 26 Feb. 2025 , 08:08pm
My return reference number is 6247588

Reiss, 26 Feb. 2025 , 08:08pm
Yes, continue ✔️

Info [Automated], 26 Feb. 2025 , 08:13pm
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
[Read]

Info [Automated], 26 Feb. 2025 , 08:15pm
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!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
[Sent]

Soaif Ali, 26 Feb. 2025 , 08:20pm
Hi Reiss! Thank you for your continued patience. I understand that you've been facing a persistent issue with being charged for your old device, which you returned in October, and that you're still seeing it listed as active in your account.  
  
You mentioned you have confirmation of the return, yet the problem remains unresolved after five months of back-and-forth communication.  
  
You also expressed that you would only pay your bill once the £40 credit is applied, and you provided your return reference number (6247588). Is that correct?
[Read]

Soaif Ali, 26 Feb. 2025 , 08:26pm
I hope we have not caught you at an odd time. I do not mean to haste you, just checking if you have any further questions regarding your query? Please let me know.
[Read]

Reiss, 26 Feb. 2025 , 08:27pm
Yes that is all exactly correct

Reiss, 26 Feb. 2025 , 08:28pm
In December I was charged the extra amount and had to wait for a refund. And then didn’t even get a refund and for a credit instead. This time I’d like to just pay the correct amount please

Reiss, 26 Feb. 2025 , 08:28pm
I can also send a screenshot of my confirmation email of my return of my device

Reiss, 26 Feb. 2025 , 08:29pm
Dated 24th October

Soaif Ali, 26 Feb. 2025 , 08:35pm
Can you please confirm if the device that you are referring to is Apple iPhone 16 Pro Max 256GB or Apple iPhone 14 Pro 256GB?  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.
[Read]

Reiss, 26 Feb. 2025 , 08:36pm
I have flagged this issue many many times. Including this month as soon as my bill was produced. I was told it would be escalated and I’d be called by a manager in 2-3 days. I’ve been told this 4-5 times and have never been called back

Reiss, 26 Feb. 2025 , 08:37pm
The iPhone 14 Pro is the one I exchanged

Reiss, 26 Feb. 2025 , 08:37pm
I only have the 16 pro max now

Act as Soaif Ali and suggest the next best response saying, I've raised this with our team, they will update your account within 24-48 hours. Response should be acknowledging and empathetic