Alexandra, 27 Dec. 2024 , 10:18am
Sorry 16.96

O2 Virtual Assistant, 27 Dec. 2024 , 10:18am
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Dec. 2024 , 10:18am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Alexandra, 27 Dec. 2024 , 10:18am
07738245021

O2 Virtual Assistant, 27 Dec. 2024 , 10:18am
[Rich Content]
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Alexandra, 27 Dec. 2024 , 10:19am
Something Else ❔

O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
[Rich Content]
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Alexandra, 27 Dec. 2024 , 10:19am
Something Else ❔

O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
[Rich Content]
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Alexandra, 27 Dec. 2024 , 10:19am
Pay Monthly

O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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Alexandra, 27 Dec. 2024 , 10:19am
Hi I paid my 16.96 payment on the app on 24/12 and you are now taking it again tomorrow as a direct debit

O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
[Rich Content]
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Alexandra, 27 Dec. 2024 , 10:19am
It’s about my Account

O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
Thanks! 🙏
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O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
Please can you confirm your full Name
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Alexandra, 27 Dec. 2024 , 10:19am
Alexandra cawley

O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Alexandra, 27 Dec. 2024 , 10:19am
Yes

O2 Virtual Assistant, 27 Dec. 2024 , 10:19am
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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Alexandra, 27 Dec. 2024 , 10:20am
Ok

Info [Automated], 27 Dec. 2024 , 10:22am
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, 27 Dec. 2024 , 10:24am
Hi Alexandra, and good morning! I appreciate you contacting O2. My apologies for the wait.  
  
I see that as of now the amount hasn't been taken yet.  
You can simply cancel the direct debit, so the transaction can't go through.  
  
Also, if you would like to pay manually every month, I would suggest to remove the direct debit from your account.  
  
Let me know if there is anything else I may assist you with?
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Alexandra, 27 Dec. 2024 , 10:32am
You have already taken it

Alexandra, 27 Dec. 2024 , 10:32am
It’s pending out my bank

Alexandra, 27 Dec. 2024 , 10:32am
I can send u a screenshot

Alexandra, 27 Dec. 2024 , 10:33am
You never take the £16.96 by direct debit

Alexandra, 27 Dec. 2024 , 10:33am
Only the 41.11

Alexandra, 27 Dec. 2024 , 10:34am
If I’d of cancelled it yesterday that would have worked but as I didn’t no o2 was going to take the direct debit for 16.96 if I’d already been onto the app and paid threw there so now it’s pending out my bank and will go tomorrow I can’t cancel it now for this payment

Soaif Ali, 27 Dec. 2024 , 10:40am
Alexandra, there is no manual payment received for £41.11 hence, we are taking it via direct debit.  
  
As I can understand, you claim that you have already paid this £41.11, is that correct?
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Alexandra, 27 Dec. 2024 , 10:50am
No that’s the other bull

Alexandra, 27 Dec. 2024 , 10:51am
Bill

Alexandra, 27 Dec. 2024 , 10:51am
I pay my bill in 2 bills

Alexandra, 27 Dec. 2024 , 10:51am
41.11 which is the one that u always take

Alexandra, 27 Dec. 2024 , 10:51am
But there’s the airtime bill

Alexandra, 27 Dec. 2024 , 10:51am
Which is £16.96

Alexandra, 27 Dec. 2024 , 10:51am
I have paid that on the app

Alexandra, 27 Dec. 2024 , 10:51am
But you are also taking that direct debit

Alexandra, 27 Dec. 2024 , 10:52am
If you can give me an email I can send u a screenshot to show u exactly what I mean I’m not disputing the £41.11 only the £16.96 as I’ve paid it manually on the app and now tomorrow you will have taken it as direct debit

Soaif Ali, 27 Dec. 2024 , 11:03am
Okay, just to clarify your concern: You’ve paid the £16.96 for your airtime bill through the app on December 24, but now O2 is set to deduct that same amount via direct debit tomorrow.  
  
You're not disputing the £41.11 charge but want to ensure that the £16.96 isn't taken out twice. Is that correct?
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Alexandra, 27 Dec. 2024 , 11:11am
Yes that is correct

Alexandra, 27 Dec. 2024 , 11:11am
I can send screen shot of bank

Alexandra, 27 Dec. 2024 , 11:20am
The 16.96 will be taken twice as I’ve physically gone onto the app and paid through 16.96 that has been taken, and then tomorrow there’s the payment pending out again for the direct debit of 16.96 I can send screenshot of my bank to show the same transaction being taken twice

Alexandra, 27 Dec. 2024 , 11:20am
I’m  
On universal credit

Alexandra, 27 Dec. 2024 , 11:20am
And cannot afford this

Soaif Ali, 27 Dec. 2024 , 11:22am
Thanks for confirming. Alexandra, I see that there is a direct debit setup on on your account to take the payment of £16.96  
  
I can see that you have manually paid the £16.96, but still as the direct debit is active, we might take the amount from your account.  
  
I would request you to please reach your bank and ask them to stop this pending transaction.
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Alexandra, 27 Dec. 2024 , 11:31am
Absolute ridiculous

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