Carol, 13 Feb. 2025 , 06:12pm
Yes, continue ✔️

O2 Virtual Assistant, 13 Feb. 2025 , 06:12pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 13 Feb. 2025 , 06:12pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Carol, 13 Feb. 2025 , 06:12pm
97544807402

O2 Virtual Assistant, 13 Feb. 2025 , 06:12pm
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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Carol, 13 Feb. 2025 , 06:12pm
07544807402

O2 Virtual Assistant, 13 Feb. 2025 , 06:12pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:12pm
Billing & Payments 💷

O2 Virtual Assistant, 13 Feb. 2025 , 06:12pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:13pm
Billing Issue

O2 Virtual Assistant, 13 Feb. 2025 , 06:13pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:13pm
Bill higher than expected

O2 Virtual Assistant, 13 Feb. 2025 , 06:13pm
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, 13 Feb. 2025 , 06:13pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:13pm
None of these

O2 Virtual Assistant, 13 Feb. 2025 , 06:13pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:13pm
Monthly bill

O2 Virtual Assistant, 13 Feb. 2025 , 06:13pm
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, 13 Feb. 2025 , 06:13pm
[Rich Content]
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O2 Virtual Assistant, 13 Feb. 2025 , 06:13pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:13pm
👎 No

O2 Virtual Assistant, 13 Feb. 2025 , 06:13pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:13pm
Speak to an Expert

O2 Virtual Assistant, 13 Feb. 2025 , 06:14pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 13 Feb. 2025 , 06:14pm
[Rich Content]
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Carol, 13 Feb. 2025 , 06:14pm
It’s about my Account

O2 Virtual Assistant, 13 Feb. 2025 , 06:14pm
Thanks! 🙏
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O2 Virtual Assistant, 13 Feb. 2025 , 06:14pm
Please can you confirm your full Name
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Carol, 13 Feb. 2025 , 06:14pm
Carol Davies

O2 Virtual Assistant, 13 Feb. 2025 , 06:14pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Carol, 13 Feb. 2025 , 06:14pm
Yes

O2 Virtual Assistant, 13 Feb. 2025 , 06:14pm
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], 13 Feb. 2025 , 06:14pm
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, 13 Feb. 2025 , 06:15pm
Good evening, Carol! Thank you for getting in touch with O2. I’m sorry for the wait time.  
  
I see that you're looking for support with your O2 bill. Could you please elaborate on your query? If you have several concerns, you can send them all at once.
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Carol, 13 Feb. 2025 , 06:16pm
I’ve been paying bills through the app and realised that they are higher than what the should be and when I click to pay the price goes up by £40+

Soaif Ali, 13 Feb. 2025 , 06:24pm
Well, actually we haven't received any payment on your account 12000867038 since 14/12/2024.  
  
This means that the last two payments of this account were not taken, hence you see a higher amount which is almost double than normal.  
  
I hope this details help you with your query?
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Carol, 13 Feb. 2025 , 06:31pm
Actually you have had over 300 today and a credit last month of 332.50

Carol, 13 Feb. 2025 , 06:32pm
I hope you find this is correct and your attitude is corrected with it 🙃

Carol, 13 Feb. 2025 , 06:39pm
My son Will call o2 on my behalf as he dealt with the credit his name is Lewis Byers and he has the account password ect but he is not with me at he lives alone and I have just had a baby

Act as Soaif Ali and suggest the next best response saying, congrats, and then Yes, we have taken £118.92 for the account 1045785246
£98.40 for the account 1046221123
and finally £107.45 for 1056973991

So, in total, we have taken £324.77 which was excluding the payment for the account 12000867038 which is £104.32 . Response should be acknowledging and empathetic