Paul, 05 Jan. 2025 , 03:56pm
My account is being restricted even though I've paid my bill,  
  
When is this billing error going to be corrected?

O2 Virtual Assistant, 05 Jan. 2025 , 03:56pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 05 Jan. 2025 , 03:56pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Paul, 05 Jan. 2025 , 03:57pm
07713707176

O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:57pm
Billing & Payments 💷

O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:57pm
Billing Issue

O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:57pm
Bill higher than expected

O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
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, 05 Jan. 2025 , 03:57pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:57pm
None of these

O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:57pm
Monthly bill

O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
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, 05 Jan. 2025 , 03:57pm
[Rich Content]
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O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:57pm
👎 No

O2 Virtual Assistant, 05 Jan. 2025 , 03:57pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:58pm
Speak to an Expert

O2 Virtual Assistant, 05 Jan. 2025 , 03:58pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 05 Jan. 2025 , 03:58pm
[Rich Content]
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Paul, 05 Jan. 2025 , 03:58pm
It’s about my Account

O2 Virtual Assistant, 05 Jan. 2025 , 03:58pm
Thanks! 🙏
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O2 Virtual Assistant, 05 Jan. 2025 , 03:58pm
Please can you confirm your full Name
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Paul, 05 Jan. 2025 , 03:58pm
Paul Bartley

O2 Virtual Assistant, 05 Jan. 2025 , 03:58pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Paul, 05 Jan. 2025 , 03:58pm
Yes

O2 Virtual Assistant, 05 Jan. 2025 , 03:58pm
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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Paul, 05 Jan. 2025 , 03:59pm
I have paid my bill  
  
But it is saying I haven't, it has still not been corrected and I'm now getting account restrictions

Info [Automated], 05 Jan. 2025 , 04:13pm
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], 05 Jan. 2025 , 04:28pm
We just wanted to let you know you're almost there! Hang tight, an agent 👩‍💻 will be replying to you in a flash ⚡
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Info [Automated], 05 Jan. 2025 , 04:43pm
Whilst you're waiting why not check out our O2 Priority app on iOS & Android. As an O2 customer you'll get some amazing freebies & Priority Access to O2 Tickets 🎟️ & Venues.  
  
This week we've got offers & freebies 🛍️ but you'll need to be quick 🏃‍♀️ it's whilst stocks last.
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Info [Automated], 05 Jan. 2025 , 04:58pm
We're really sorry for running late today. We're busier than usual but you're super important to us ⭐ & we'll get to you as quickly as we can. Thanks so much for waiting, we'll notify you 📱 when we have replied so keep an eye out 🕵️
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Info [Automated], 05 Jan. 2025 , 05:07pm
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, 05 Jan. 2025 , 05:10pm
Hi Paul, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I'm so sorry but your direct debit has been failed, and hence the bars has been applied.  
  
Please make the payment reaching our payments team, you can reach them from your O2 mobile 202 Free  
From a landline 0344 809 0202 Standard UK rate  
From abroad <PRESIDIO_ANONYMIZED_PHONE_NUMBER> Free  
Opening times are Monday - Friday 8am - 9pm  
Saturday 8am - 8pm  
Sunday 8am - 6pm  
  
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.  
  
Or you can use this link to make the payment [https://mymobile2.o2.co.uk/make-a-payment](https://mymobile2.o2.co.uk/make-a-payment)  
  
I hope this details help you with your query?
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Paul, 05 Jan. 2025 , 05:12pm
The direct debit failed because O2 had to cancel it  
  
  
I had already paid the bill using my £20 account correction plus my £22 payment

Soaif Ali, 05 Jan. 2025 , 05:31pm
Your bill was generated on December 18, 2024, with a pending balance of £42.36. We used a £20.00 credit on your account and you manually paid £22.36 via card on January 1, 2025, clearing the balance to £0.00.  
  
On January 2, 2025, we attempted to take a direct debit of £42.36 from your bank, creating a credit of £42.36, which was then refunded.  
  
However, the direct debit failed, and the refund resulted in both the credit and card payment being nullified.  
  
Therefore, you now have a pending payment of £42.36.  
  
If you have any other questions or requests, just let me know!
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Paul, 05 Jan. 2025 , 05:32pm
So is my next bill going to be zero?

Act as Soaif Ali and suggest the next best response.