Chloe, 20 Feb. 2025 , 07:27pm
Yes, continue ✔️

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Chloe, 20 Feb. 2025 , 07:28pm
07594142150

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
[Rich Content]
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Chloe, 20 Feb. 2025 , 07:28pm
Billing & Payments 💷

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
[Rich Content]
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Chloe, 20 Feb. 2025 , 07:28pm
Late payment & defaults

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
[Rich Content]
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Chloe, 20 Feb. 2025 , 07:28pm
Paid but still restricted

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
If you have an O2 Refresh tariff, please ensure both airtime and device plan payments are up to date. Restrictions are removed when the outstanding balance on the account has been cleared. This can take up to 24 hours once your payment has updated to the account. If you've paid your full balance and it’s been over 24 hours, speak to one of our friendly experts.
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O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
[Rich Content]
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Chloe, 20 Feb. 2025 , 07:28pm
👎 No

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
[Rich Content]
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Chloe, 20 Feb. 2025 , 07:28pm
Speak to an Expert

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
[Rich Content]
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Chloe, 20 Feb. 2025 , 07:28pm
It’s about my Account

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
Thanks! 🙏
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O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
Please can you confirm your full Name
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Chloe, 20 Feb. 2025 , 07:28pm
Chloe Leigh Mctear

O2 Virtual Assistant, 20 Feb. 2025 , 07:28pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Chloe, 20 Feb. 2025 , 07:28pm
Yes

O2 Virtual Assistant, 20 Feb. 2025 , 07:29pm
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], 20 Feb. 2025 , 07:29pm
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, 20 Feb. 2025 , 07:29pm
Good evening, Chloe! 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 account. Could you please elaborate on your query? If you have several concerns, you can send them all at once.
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Chloe, 20 Feb. 2025 , 07:32pm
I had a promise to pay on and I’ve been restricted. Was told my phone would be unrestricted in 24 hours. It’s been two days. My promise to pay was until 25/02/25 I want my phone unrestricted

Chloe, 20 Feb. 2025 , 07:39pm
Hello

Soaif Ali, 20 Feb. 2025 , 07:41pm
Yes we are connected. I am sure but there's no promise to pay on your account.  
  
All you need to do is get in touch with our dedicated Payments Management Team who will be able to take appropriate actions on your account to delay the payments. You'll have to get in touch with them on 202 free from your O2 number or 0344 8090 202 from landline. They are available Mon to Fri - 8am to 9pm, Sat - 8am to 8pm, Sun - 8am to 6pm. They will be in a better position to provide the correct support and help you need to make payments moving forward.  
  
To make it easier for you  
You can press * or 2 twice to speak to a customer service advisor. If you are unable to ring then you can switch your phone off and back on again and it will work.  
  
I wish I could do this by myself, but don't have any options to do so.  
Thanks for understanding.  
  
Certainly, before you go, is there anything else I can help you with?
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Chloe, 20 Feb. 2025 , 08:09pm
Then why was I informed a promise to pay was placed ?

Chloe, 20 Feb. 2025 , 08:11pm
not very professional is it.. informing a customer a promise to pay was placed on the account and hasn’t been.. I’ll take this higher as this has been false information

Chloe, 20 Feb. 2025 , 08:13pm
The date was exactly 06/02/25 at 18:19. When I was told a promise to pay was placed.

Act as Soaif Ali and suggest the next best response saying, just to confirm was this done via call with the advisor Adesola?. Response should be acknowledging and empathetic