Michael, 03 Feb. 2025 , 07:14pm
Complaint

O2 Virtual Assistant, 03 Feb. 2025 , 07:14pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 03 Feb. 2025 , 07:14pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Michael, 03 Feb. 2025 , 07:15pm
07535683448

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
[Rich Content]
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Michael, 03 Feb. 2025 , 07:15pm
Billing & Payments 💷

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
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Michael, 03 Feb. 2025 , 07:15pm
Billing Issue

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
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Michael, 03 Feb. 2025 , 07:15pm
Bill higher than expected

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
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, 03 Feb. 2025 , 07:15pm
[Rich Content]
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Michael, 03 Feb. 2025 , 07:15pm
None of these

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
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Michael, 03 Feb. 2025 , 07:15pm
Monthly bill

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
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, 03 Feb. 2025 , 07:15pm
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O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
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Michael, 03 Feb. 2025 , 07:15pm
👎 No

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
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Michael, 03 Feb. 2025 , 07:15pm
Speak to an Expert

O2 Virtual Assistant, 03 Feb. 2025 , 07:15pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 03 Feb. 2025 , 07:16pm
[Rich Content]
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Michael, 03 Feb. 2025 , 07:16pm
It’s about my Account

O2 Virtual Assistant, 03 Feb. 2025 , 07:16pm
Thanks! 🙏
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O2 Virtual Assistant, 03 Feb. 2025 , 07:16pm
Please can you confirm your full Name
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Michael, 03 Feb. 2025 , 07:16pm
Michael Francis Payne

O2 Virtual Assistant, 03 Feb. 2025 , 07:16pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Michael, 03 Feb. 2025 , 07:16pm
Yes

O2 Virtual Assistant, 03 Feb. 2025 , 07:16pm
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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Michael, 03 Feb. 2025 , 07:19pm
This is regarding the fact I have had a payment plan with O2 to pay my outstanding balance and yet you've made me pay over £240 extra to get my services back and yet now you send me emails that I'm owing money and yet no mention of my payment plan, O2 has been a joke so if you are gonna cut off my services I fully expect every penny that I have paid returned to me asap because I'm not a fan of being defrauded of my money I've made two complaints and yet only one I can see is recorded this needs to be addressed because this is beyond a joke

Info [Automated], 03 Feb. 2025 , 07:31pm
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], 03 Feb. 2025 , 07:40pm
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, 03 Feb. 2025 , 07:43pm
Hi Michael, thank you for your patience, and I sincerely apologize for the frustration you’re experiencing. I understand how concerning it is to receive unexpected charges, especially when you’ve set up a payment plan.  
  
I see that you do have a pending amount of £129.85 in total to be paid.
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Michael, 03 Feb. 2025 , 07:48pm
I had a payment plan set up for both phones under my name and yet your colleague ignored that and had me make multiple extra payments to get my service back and yet now I'm being told that I have that outstanding balance, when I made the payments it was the outstanding balance that appeared on my O2 app  
Why did I bother setting up a payment plan when the guy previously just felt he had to ignore that and I ending up paying extra that I shouldn't have had to because I had a payment plan set up your company's actions have left me hard up I was told previously that I'd receive a phone call in regards to my second complaint and that call never happened and I tried to call today and the guy who I was put through to was as useful as a chocolate teapot

Michael, 03 Feb. 2025 , 07:52pm
I have spoken to a number of your colleagues and I'm no where closer to a proper answer or solution which no offence to yourself makes me think that I'll give you all the information log complaints and everything and it will go absolutely nowhere

Soaif Ali, 03 Feb. 2025 , 07:58pm
Hi Michael, I understand that you had a payment plan set up for both phones, but despite that, you ended up making additional payments to regain your service.  
  
You're understandably frustrated that your previous payments aren't reflecting correctly, leading to a pending balance of £129.85.  
You also mentioned that you were expecting a call regarding your second complaint, which you never received, and that previous interactions with our team haven’t provided you with the resolution you need. Just to confirm, is that an accurate summary of your situation?  
  
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.  
  
We will stay connected, Just do not click on (X).
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Michael, 03 Feb. 2025 , 08:02pm
I had the payment plan set up so I'd have my service restored and yet the goal posts were moved and I needed the service so had to pay more past that payment plan that was set up.  
The fact I'm getting emails saying about this balance also makes me believe that the payment plan has just been cancelled as well all I'm having is issues with O2.  
And yeah you've got an accurate summary I did demand a refund due to me being forced to pay additional funds when that wasn't part of the agreement and this is where I was told to expect a call and received nothing

Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic