Wioletta, 27 Feb. 2025 , 11:47am
??????

O2 Virtual Assistant, 27 Feb. 2025 , 11:47am
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:47am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Wioletta, 27 Feb. 2025 , 11:47am
??????

O2 Virtual Assistant, 27 Feb. 2025 , 11:47am
Hmm...I don't recognise that mobile number.  
  
Can you try typing it again in a 07123456789 format with no spaces please?
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Wioletta, 27 Feb. 2025 , 11:47am
???????

O2 Virtual Assistant, 27 Feb. 2025 , 11:47am
Let's try one more time. What's your mobile number?
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Wioletta, 27 Feb. 2025 , 11:47am
??????

O2 Virtual Assistant, 27 Feb. 2025 , 11:47am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:50am
????

O2 Virtual Assistant, 27 Feb. 2025 , 11:50am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:50am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:51am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:51am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:51am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:51am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:51am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:51am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Billing & Payments 💷

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Billing Issue

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
[Read]

Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
[Read]

Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
[Read]

Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
[Read]

Wioletta, 27 Feb. 2025 , 11:52am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:52am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:53am
Monthly payments

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:53am
Bill higher than expected

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
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 Feb. 2025 , 11:53am
[Rich Content]
[Read]

Wioletta, 27 Feb. 2025 , 11:53am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
Sorry, we need you to select one of the below options.
[Read]

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
[Rich Content]
[Read]

Wioletta, 27 Feb. 2025 , 11:53am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
Sorry, we need you to select one of the below options.
[Read]

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:53am
None of these

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:53am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
Sorry, we need you to select one of the below options.
[Read]

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:53am
None of these

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
[Rich Content]
[Read]

Wioletta, 27 Feb. 2025 , 11:53am
Monthly bill

O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
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.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:53am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:53am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:54am
👎 No

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:54am
Speak to an Expert

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:54am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
Please select one of the Options to proceed
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O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:54am
Can someone come back to my huts from yesterday? You told you to answer, until the chat was closed, today it was supposed to be the answer, there is 12 am and silence?

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
Please select one of the Options to proceed
[Read]

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
[Rich Content]
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Wioletta, 27 Feb. 2025 , 11:54am
It’s about my Account

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
Thanks! 🙏
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O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
Please can you confirm your full Name
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Wioletta, 27 Feb. 2025 , 11:54am
Wioletta

O2 Virtual Assistant, 27 Feb. 2025 , 11:54am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Wioletta, 27 Feb. 2025 , 11:54am
Yes

O2 Virtual Assistant, 27 Feb. 2025 , 11:55am
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], 27 Feb. 2025 , 12:10pm
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.
[Sent]

Info [Automated], 27 Feb. 2025 , 12:25pm
We just wanted to let you know you're almost there! Hang tight, an agent 👩‍💻 will be replying to you in a flash ⚡
[Sent]

Info [Automated], 27 Feb. 2025 , 12:30pm
You are now connected to Pooja, 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 Pooja will be replying in a few minutes.
[Sent]

Pooja, 27 Feb. 2025 , 12:36pm
Hi Wioletta, thank you for messaging O2. I understand that you have query regarding your account and you need answers on that, I will certainly help you with it.  
  
Before we proceed further, can you please share your O2 mobile number?
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Pooja, 27 Feb. 2025 , 12:43pm
I hope I’m not disturbing you, wanted to check if you are connected to me?
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Wioletta, 27 Feb. 2025 , 12:44pm
Not an account, but a bill. Yesterday you waited with the answer, and 5pm chat closed and today from the morning I have no answer

Wioletta, 27 Feb. 2025 , 12:46pm
The problem is still not solved, when I have to pay bills. 18/02, I paid bills by phone, the transaction passed, it was confirmed by your employee, from the banking account the money left. So now please explain why the phone is not blocked to us today? Normally 22/02 I would have a click for conversations, etc. Dmyesterdayappeared on my account that there is overpayment? Why did your employee 22/02 confirm that the bills are paid? If they weren't, he would see it? Please, please do nante questions .I will not pay the second, for something that I have already paid. And from Grudnua he does not get confirmation with the Ref, neither SMS or email. So in December, January and February I wrote to you if my bills are paid ..

Pooja, 27 Feb. 2025 , 12:56pm
I sincerely apologize for all the inconvenience caused, and I can imagine how upsetting the whole experience must be for you. I can assure you that this is not standard practice, and O2 as your service provider will always be there for you and help you in whatever way we can.  
  
Before we proceed further, can you please share your O2 mobile number?
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Pooja, 27 Feb. 2025 , 01:02pm
I hope I’m not disturbing you, wanted to check if you are connected to me?
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Wioletta, 27 Feb. 2025 , 01:03pm
07703610971

Pooja, 27 Feb. 2025 , 01:04pm
Thank you for confirming the number Wioletta.  
Please confirm your full name as per MYO2 account?
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Wioletta, 27 Feb. 2025 , 01:05pm
And for supplementation, Transzaccjia passed, your employee 22/02/3025 has confirmed it. Because he has not received an SMS or email with a reference number since December, I write to be written that I have bills paid .

Wioletta, 27 Feb. 2025 , 01:06pm
WIOLETTA KISIELEWSKA

Pooja, 27 Feb. 2025 , 01:29pm
Thank you for confirming the name.  
I have check your account and I see that your bill was generated on 01/02/2025 and the amount was  
£131.71 and you paid -£5.00 through card and now the pending amount is £126.71 for the number ending with 971.  
  
I would request you to make the payment for the pending bill.
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Pooja, 27 Feb. 2025 , 01:36pm
I hope I’m not disturbing you, wanted to check if you need more information?
[Read]

O2, 27 Feb. 2025 , 01:41pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 27 Feb. 2025 , 01:41pm
[Rich Content]
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Wioletta, 27 Feb. 2025 , 03:24pm
Yes, continue ✔️

O2, 27 Feb. 2025 , 03:24pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 27 Feb. 2025 , 03:24pm
[Rich Content]
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Wioletta, 27 Feb. 2025 , 03:44pm
Yes, continue ✔️

Wioletta, 27 Feb. 2025 , 03:44pm
No, I paid 18/02/2025 two bills, I checked fish oil, the action passed ideally, the money from the account came down. Your employee 21/02/2025 confirmed that I do not have one of the features. He writes to you for confirmation because from December he does not receive a confirmation of paying the invoice. If I didn't pay the invoice, it's 22/02 that I would have blockades on the phone. I will not pay for the second time, you can block the phone. One I do not understand, 21/02/2025 Your employee confirmed that they are paid, 24/02/2025 I checked my son's bill, and on your account 02 I was on the balance paid balance 0.00 £ and you send me info yesterday that I have unpaid bills? It is your employee who did not see, 4 days after paying the invoice, but not paid? The bank took this money? I inform you that I will not pay the same bills for the second time, I am not interested in what you can see in your system .

O2, 27 Feb. 2025 , 03:45pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Info [Automated], 27 Feb. 2025 , 03:45pm
You are now connected to Parmit, 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 Parmit will be replying in a few minutes.
[Read]

Wioletta, 27 Feb. 2025 , 03:45pm
Hi Wioletta,  
it's Argha from O2. I will assist you in this conversation. 😉  
  
Yes it is defiantly possible to check if there is any overdue in your account. 😉  
  
Rest assured, as you have joined the conversation with me right now, I am going to help you on the same for you now. 😉  
  
After checking the pay monthly accounts, I can see that you have 3 pay monthly account to your O2 account.  
  
1. Pay monthly account ending with 5195 (phone number ending with 0971) = DUE "--£5.00"  
  
2. Pay monthly account ending with 5403 (phone number ending with 3649) = DUE "£0.00"  
3. Pay monthly account ending with 3327 (phone number ending with 1872) = DUE "£0.00".  
  
  
So, after checking all the pay monthly accounts, I can assure you that there is no dues to your any of your accounts.  
  
So rest assured, you do not have to pay any dues as of now. ❤️😊  
Hi Wioletta,  
it's Argha from O2. I will assist you in this conversation. 😉  
  
Yes it is defiantly possible to check if there is any overdue in your account. 😉  
  
Rest assured, as you have joined the conversation with me right now, I am going to help you on the same for you now. 😉  
  
After checking the pay monthly accounts, I can see that you have 3 pay monthly account to your O2 account.  
  
1. Pay monthly account ending with 5195 (phone number ending with 0971) = DUE "--£5.00"  
  
2. Pay monthly account ending with 5403 (phone number ending with 3649) = DUE "£0.00"  
3. Pay monthly account ending with 3327 (phone number ending with 1872) = DUE "£0.00".  
  
  
So, after checking all the pay monthly accounts, I can assure you that there is no dues to your any of your accounts.  
  
So rest assured, you do not have to pay any dues as of now. ❤️😊

Wioletta, 27 Feb. 2025 , 03:46pm
Please confirm your chat with your employee.

Parmit, 27 Feb. 2025 , 03:53pm
Wioletta, thanks for getting back and sharing this with me.  
  
I would sincerely like to apologise for the incorrect information which was shared to you.  
  
I can confirm that you have an amount pending of £126.71 for the account number "1046985195" and amount of £27.26 for the account number "1046985403" and £32.78 for account number "1047703327" (the bill for this particular account is generated recently so you can pay this as per your payment date).  
  
So you will need to make the payments manually for amounts which I have shared above.  
  
If you have already paid this amounts please share the GED Ref number and I will try to trace the payments.  
  
You can get this reference number from your bank.
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Parmit, 27 Feb. 2025 , 04:01pm
Hi Wioletta, I hope I’m not disturbing you, wanted to check if you need any more information regarding your query?
[Read]

O2, 27 Feb. 2025 , 04:06pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 27 Feb. 2025 , 04:06pm
[Rich Content]
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Wioletta, 27 Feb. 2025 , 04:38pm
Yes, continue ✔️

Wioletta, 27 Feb. 2025 , 04:38pm
Once again, that the bill 27.26 £ and 131.71 £, I have 18/02/2025:, as an idiot I have already called the bank 3 times, and confirm that the transaction has passed. I also show me at the bank of the bank that it has passed the transactions .So I don't know how you don't have a fee, and the second thing that your employee and even two were the transactions seeing? So I inform you that I will not pay the same bills for the second time. And that's the end, I have confirmation from the bank that the money went to you and I will have enough. You can block me notes, etc., I won't pay for something that I have already paid.

O2, 27 Feb. 2025 , 04:38pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Info [Automated], 27 Feb. 2025 , 04:38pm
You are now connected to Ashlesha, 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 Ashlesha will be replying in a few minutes.
[Sent]

Ashlesha, 27 Feb. 2025 , 04:51pm
Hey Wioletta, thank you for connecting with me today. I have read the previous messages and I understand your frustration, and I appreciate you taking the time to check with your bank.  
  
I have checked the account and I can see that the Direct Debit (DD) request was made on 17/02/2025, but, it was unsuccessful, and the payments were not received which is why the reminders have been sent. The payment did not go through, which is why the bill remains outstanding.  
  
You'll receive this payment anytime back in your bank account within 5 working days as they've bounced.  
  
We value our relationship with you and I can assure you that we'll never overcharge you. The direct debit has been failed hence, the payments are reflecting overdue. I hope that explains.
[Read]

Ashlesha, 27 Feb. 2025 , 04:57pm
As I have not heard back from you, just checking if you need any more assistance regarding your payment query?
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O2, 27 Feb. 2025 , 05:06pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 27 Feb. 2025 , 05:06pm
[Rich Content]
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Wioletta, 27 Feb. 2025 , 06:02pm
Yes, continue ✔️

O2, 27 Feb. 2025 , 06:02pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Wioletta, 27 Feb. 2025 , 06:02pm
DO YOU UNDERSTAND WHAT I'M WRITING? I DON'T PAY DD, I ONLY PAY BY CALLING YOU. I HAVE CONFIRMATION FROM THE BANK THAT THE TRANSACTION WAS MADE, THE MONEY HAS BEEN RETURNED FROM MY ACCOUNT, AND I'M NOT INTERESTED IN THE REST. I PAID IT, AND AS YOU DON'T SEE IT, IT'S TOUGH. I WON'T PAY IT A SECOND TIME, AND

Info [Automated], 27 Feb. 2025 , 06:02pm
You are now connected to Karishma, 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 Karishma will be replying in a few minutes.
[Sent]

Karishma, 27 Feb. 2025 , 06:20pm
Thank you for getting back to us Wioletta. Sorry for the delayed response due to high chat volumes.  
  
I have checked your account and can see for the number ending 0971 the payment of £131.71 was failed for the direct. After that you made the manual payment of £5.00  
21/02/2025. after this date we did not received any manual payment from your side for this number that is why the £126.71 still showing outstanding.  
  
Also, I am unable to see the conversation of 22/02/2025. May I know on which point of contact you've contacted us. was it non call?
[Read]

Karishma, 27 Feb. 2025 , 06:26pm
As I have not heard back from you, just checking are you there?
[Read]

O2, 27 Feb. 2025 , 06:31pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Wioletta, 27 Feb. 2025 , 06:33pm
From my banking account I have left, where I do not know. But if the money came out, I will not pay the second, and end

Info [Automated], 27 Feb. 2025 , 06:45pm
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]

Wioletta, 27 Feb. 2025 , 07:00pm
Just like your employee said that the transactions passed when I paid by phone. I did not get confirmation of the fee (he has not received from December) so 21/02 the second employee confirmed that the paid bills, on the APP O2, also the balance was 0 £, and now that it was not paid .Macue mess, bills paid, but you can't get it. I have already written so many times, I have confirmation from the bank that I have made the transactions, I paid once and I will not pay for the second time. And that you have not paid with you, it's hard ..Please check if the 3 employee has not done anything, that you can not see the payment. He is noticious, and the last time I am not interested that I am not interested in you that you have unpaid, and my account balance shows that I have to pay and I don't have these money .

Soaif Ali, 27 Feb. 2025 , 07:05pm
Hi Wioletta, thank you for your continued patience. Just to clarify your situation: You previously made a payment for your bills on 18/02/2025, which was confirmed by our advisor on 21/02/2025, but despite that, your account is showing that you have an outstanding balance.  
  
You also received no confirmation of this payment from us, and you are now concerned that you're being asked to pay a second time for the same bills. Is that correct?  
  
Please let me know if I have understood your concern accurately, and I will do my best to resolve the issue for you.
[Read]

Wioletta, 27 Feb. 2025 , 07:10pm
That's how it agrees. And he immediately informs that the second time will not pay this bill. If 2 of your employees confirmed that the fee was made, the bank has confirmed 3 times that money came to your account, it is clear that the problem is on your side. And I'm not interested that you don't have these money, but. From my account came to your account 18/02, and they did not come back .

Act as Soaif Ali and suggest the next best response saying, I see that direct debit on your all three accounts were failed. in case if the money was deducted, I would request you to please wait until the amount is refunded back to your bank so that you can make a manual payment and clear the outstanding amount. Response should be acknowledging and empathetic