Ramone, 29 Dec. 2024 , 01:13pm
Hello

O2 Virtual Assistant, 29 Dec. 2024 , 01:13pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 29 Dec. 2024 , 01:14pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Ramone, 29 Dec. 2024 , 01:14pm
07709803136

O2 Virtual Assistant, 29 Dec. 2024 , 01:14pm
[Rich Content]
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Ramone, 29 Dec. 2024 , 01:17pm
Billing & Payments 💷

O2 Virtual Assistant, 29 Dec. 2024 , 01:17pm
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Ramone, 29 Dec. 2024 , 01:17pm
Billing Issue

O2 Virtual Assistant, 29 Dec. 2024 , 01:17pm
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Ramone, 29 Dec. 2024 , 01:17pm
Bill higher than expected

O2 Virtual Assistant, 29 Dec. 2024 , 01:17pm
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, 29 Dec. 2024 , 01:17pm
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Ramone, 29 Dec. 2024 , 01:18pm
None of these

O2 Virtual Assistant, 29 Dec. 2024 , 01:18pm
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Ramone, 29 Dec. 2024 , 01:20pm
Monthly bill

O2 Virtual Assistant, 29 Dec. 2024 , 01:20pm
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, 29 Dec. 2024 , 01:20pm
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O2 Virtual Assistant, 29 Dec. 2024 , 01:20pm
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Ramone, 29 Dec. 2024 , 01:20pm
👎 No

O2 Virtual Assistant, 29 Dec. 2024 , 01:20pm
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Ramone, 29 Dec. 2024 , 01:20pm
Speak to an Expert

O2 Virtual Assistant, 29 Dec. 2024 , 01:20pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 29 Dec. 2024 , 01:20pm
[Rich Content]
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Ramone, 29 Dec. 2024 , 01:23pm
It’s about my Account

O2 Virtual Assistant, 29 Dec. 2024 , 01:23pm
Thanks! 🙏
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O2 Virtual Assistant, 29 Dec. 2024 , 01:23pm
Please can you confirm your full Name
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Ramone, 29 Dec. 2024 , 01:23pm
Ramone Shiaka

O2 Virtual Assistant, 29 Dec. 2024 , 01:23pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Ramone, 29 Dec. 2024 , 01:23pm
Yes

O2 Virtual Assistant, 29 Dec. 2024 , 01:23pm
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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Info [Automated], 29 Dec. 2024 , 01:23pm
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.
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Soaif Ali, 29 Dec. 2024 , 01:27pm
Hi Ramone, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 bill. As you have two billing accounts, please let me know what account would you like to discuss.  
  
Also, please explain your query in detail.
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Ramone, 29 Dec. 2024 , 01:29pm
The number ending in 136

Ramone, 29 Dec. 2024 , 01:33pm
There was a promise to pay for a lot of mishap & confusion going on in the last 2 months for a device I had exchanged for O2 switch up

Ramone, 29 Dec. 2024 , 01:35pm
“ We're just letting you know that we're currently reviewing your request for £673.88 credit. We’ll let you know our decision in the next 2 working days.” I received this text message and I checked in for a update, they had told me i should wait up to 24 hours yet it’s been 48 hours I’m now contacting back again for a update

Soaif Ali, 29 Dec. 2024 , 01:37pm
Thanks, I see that you do have an usual bill for the number ending 136.  
  
Be assured, I will facilitate it for you.  
Monthly Charges for Phone and Services:  
  
Main Phone (136):  
Monthly plan fees for calls/texts with unlimited UK minutes and unlimited texts: £33.99  
Device payment for an Apple iPhone 15 Pro: £23.24  
  
Sync-3 (e.g., a smartwatch):  
Monthly plan for unlimited data: £6.37  
Device payment for an Apple Watch Series 7: £10.50  
  
Sync-2 (e.g., another watch):  
Monthly plan for unlimited data: £6.37  
Device payment for an Apple Watch SE: £9.89  
  
Other Charges:  
Disney+ Subscription: Additional charge for Disney+ Plan: £4.99  
  
The total for the phone and device fees, plus extra services, adds up to £132.68, which is due by the end of December.  
  
We have added a credit of £29.83 for the device to waive off the current month's charge, and due to this your total amount to be paid is £102.85  
  
If I am correct, you are here to get an update on the credit that was promised to you, right?
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Ramone, 29 Dec. 2024 , 01:38pm
Yes not for the amount of £29.83

Ramone, 29 Dec. 2024 , 01:38pm
As I have stated in the previous message

Ramone, 29 Dec. 2024 , 01:45pm
This message is in regards to the apple iPhone 15 pro in which I no longer have as it was a device I used for O2 switch up to currently have the IPhone 15 plus due to battery drainage on the other device so quick as to why I done the switch up

Ramone, 29 Dec. 2024 , 01:47pm
It appears the device is still appearing on my account as well as on my bill although I no longer have the device as to why my bill is being generated so high, I’ve done a lot of chasing back and forth and phone calls but it seems I still have to come back to repeat myself

Soaif Ali, 29 Dec. 2024 , 01:48pm
I see. Yes, I have got your case. Be assured I am coordinating with the person who was supposed to get this done. We are working on it.  
  
It seems like due to festive season, there's been a slight delay. But as you are with me, there is nothing to worry about.  
  
Just stay connected, I will get this done ASAP.
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Ramone, 29 Dec. 2024 , 01:48pm
Thank you so much Mr Ali

Act as Soaif Ali and suggest the next best response saying, I've checked with the person to whom the case was assigned, as it is a switch up device plan's payment it needs be to be waived off by the back end team - assure them that the case has reached in the right hand - it should be get approved and adjusted by Monday and I am on to it . Response should be acknowledging and empathetic