Philip, 03 Jan. 2025 , 05:04pm
2 – Dissatisfied

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Philip, 03 Jan. 2025 , 05:04pm
07484769127

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:04pm
Billing & Payments 💷

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:04pm
Billing Issue

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:04pm
Bill higher than expected

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
There are a few reasons your bill could be higher that you were expecting.  
  
Lets work it out together.
[Read]

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:04pm
None of these

O2 Virtual Assistant, 03 Jan. 2025 , 05:04pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:05pm
Monthly bill

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
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, 03 Jan. 2025 , 05:05pm
[Rich Content]
[Read]

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:05pm
👎 No

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:05pm
Speak to an Expert

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
[Rich Content]
[Read]

Philip, 03 Jan. 2025 , 05:05pm
It’s about my Account

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
Thanks! 🙏
[Read]

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
Please can you confirm your full Name
[Read]

Philip, 03 Jan. 2025 , 05:05pm
Philip Davies

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Philip, 03 Jan. 2025 , 05:05pm
Yes

O2 Virtual Assistant, 03 Jan. 2025 , 05:05pm
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], 03 Jan. 2025 , 05:05pm
You are now connected to Shadab, 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 Shadab will be replying in a few minutes.
[Read]

Philip, 03 Jan. 2025 , 05:06pm
I had a previous conversation that lasted a while - I was meant to have the required payment cleared but I’ve not heard anything since 16/12 - I just received the following message which is concerning, please can this balance be cleared as it was meant to be as I don’t want my credit score affected by an O2 issue…

Philip, 03 Jan. 2025 , 05:07pm
Hi Philip. This is O2. Your Airtime Plan bill of £34.60 for account number 1051107257 is still outstanding. We are about to divert your outbound calls to our payment line. Please note that any late payments will be reported to the Credit Reference Agencies which may affect your ability to get credit in the future. If you're unable to pay this in full today, we really want to help. You can call us on 0333 234 1502 to speak to someone, or if you prefer, please click the secured link below to find out about the options you have available. If you've paid this amount today, please ignore. https://tpp.o2.co.uk/lp/258/babe26dd7b8aa1527fa8d2ff21b95afe

Shadab, 03 Jan. 2025 , 05:09pm
Philip, thank you for contacting us. I see you are worried as you meant to have the required payment cleared and you have not heard anything since 16th Dec and you have received a message saying your lines will be diverted.  
  
I am sorry to know you have not received any update and I am sorry for the inconvenience caused to you. I am checking your account details and I will be happy to help you.
[Read]

Philip, 03 Jan. 2025 , 05:11pm
Okay thanks, for a run down - the number this is for is not mine and shouldn’t be charging me - it has been removed from my account and I just want the outstanding amount removed - when on the last conversation £5 was deducted but not the rest as a test. I was told it would be extended to 13/01

Philip, 03 Jan. 2025 , 05:11pm
I've successfully raised the issue with our backend team and they will get this resolved at the earliest. Additionally, I have successfully placed your account on hold for number ending in 127 till 13/01/2024 that is one day prior to your next bill date and you will receive a confirmation email/sms once your account is placed on hold. Be assured, you won’t be facing any service issues until this date.  
  
Also some mandates are given below for you:  
> Credit file may get impacted  
> £6 late payment fee which is applied to next bill if the bill is not paid until 20th day from bill generation date (14/12/2024)  
> Automated system reminders and bars can re-apply at any time  
> Missed payments could result in further restrictions  
  
Rest assured, this won't affect your credit file and we will get this amended for you, as this is our system glitch. If the £6 late payment fee is charged, we will waive it off for you.  
  
I've done my best to help you in this situation, while I've come up with many alternatives to get this sorted. I hope you will understand my side as well.  
  
I wish you a lovely Christmas, filled with joy and good company. Happy holidays!  
  
Be assured, we're here to help you and we will always strive hard for your satisfaction as your connection is valuable to us, Philip.  
  
I’ll go ahead and close our conversation. We’d really like to know how the service was today, you’ll receive a quick survey at the end of our conversation to tell us how we did.  
  
I hope you have a wonderful rest of your day!

Philip, 03 Jan. 2025 , 05:11pm
Oops! I have just seen that your overdue balance is now reflecting as £34.60. However, your main account balance, which was £55.30, is now reflecting as £50.30. It's strange that the credit of £5.00 was adjusted with both your account balance and your overdue balance.  
  
Let's wait for a few days, as I've raised this issue with our backend team, and we will get this sorted out for you as soon as possible. Rest assured, you won't face any issues with your services. Leave everything to us, and we will take care of it for you.  
  
I hope you have a wonderful rest of your day and a fantastic Christmas!

Philip, 03 Jan. 2025 , 05:26pm
Any progress? I don’t want my credit score affected by something that isn’t my fault

Shadab, 03 Jan. 2025 , 05:29pm
Philip, thank you for sharing it and for patiently waiting. I am sorry for the delay and I appreciate your patience.  
  
I have checked your account and have gone through with the previous conversation you have had with us and I see it was told the your account balance that was reflecting as £50.30 and might be due to system glitch on billing.  

Act as Shadab and generate the next best response. Response should be emphatic and acknowledging 
  
Also there was a payment plan set up till 13/01/2025 and I can see the payment plan it showing as broken and I am still checking your account details to see what best I can do for you.
[Read]

Philip, 03 Jan. 2025 , 05:31pm
If you remove the required amount like the other person did, and then add on what is missing for my monthly payment, would that not work?

Philip, 03 Jan. 2025 , 05:34pm
Would it be easier if I just go pay it off and you send me the money back?