Victoria, 30 Dec. 2024 , 10:12am
Speak with someone

O2 Virtual Assistant, 30 Dec. 2024 , 10:12am
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:12am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Victoria, 30 Dec. 2024 , 10:12am
07526615705

O2 Virtual Assistant, 30 Dec. 2024 , 10:12am
[Rich Content]
[Read]

Victoria, 30 Dec. 2024 , 10:12am
Billing & Payments 💷

O2 Virtual Assistant, 30 Dec. 2024 , 10:12am
[Rich Content]
[Read]

Victoria, 30 Dec. 2024 , 10:12am
Monthly payments

O2 Virtual Assistant, 30 Dec. 2024 , 10:12am
[Rich Content]
[Read]

Victoria, 30 Dec. 2024 , 10:13am
Change my payment due date

O2 Virtual Assistant, 30 Dec. 2024 , 10:13am
[Rich Content]
[Read]

Victoria, 30 Dec. 2024 , 10:13am
Pay Monthly

O2 Virtual Assistant, 30 Dec. 2024 , 10:13am
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.
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:13am
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:13am
[Rich Content]
[Read]

Victoria, 30 Dec. 2024 , 10:14am
It’s about my Account

O2 Virtual Assistant, 30 Dec. 2024 , 10:14am
Thanks! 🙏
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:14am
Please can you confirm your full Name
[Read]

Victoria, 30 Dec. 2024 , 10:14am
Victoria robb

O2 Virtual Assistant, 30 Dec. 2024 , 10:14am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Victoria, 30 Dec. 2024 , 10:14am
Yes

O2 Virtual Assistant, 30 Dec. 2024 , 10:14am
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.
[Read]

Info [Automated], 30 Dec. 2024 , 10:17am
You are now connected to Ashlesha, 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 Ashlesha will be replying in a few minutes.
[Sent]

Ashlesha, 30 Dec. 2024 , 10:20am
Hey Victoria, thank you for connecting with me today. I hope you're doing well.  
  
I can see you have initiated a chat with us and wish to discuss about payment date change. I'll be more than happy to assist you with your query.  
  
For me to assist you better, could you please let me know about your query in detail as I can see the last agent has already changed the payment range for you to 1-7 days.
[Read]

Victoria, 30 Dec. 2024 , 10:21am
Hi there payment was attempted to be taken today but I had asked for this to be changed

Ashlesha, 30 Dec. 2024 , 10:27am
I'm so sorry for any confusion, Victoria. I understand you wanted to change the payment date for current bill. However, upon reviewing the previous conversations I could see you were advised to speak to the payment management team so they can set up a promise to pay for one month(current bill) for you.  
  
This is because if you wish to change your payment date for each month, this can be done from next bill onwards as we're unable to ament the date for a bill that is already generated. I hope you understand.  
  
This is the reason no promise to pay was set for you but payment date range was changed as per your request.  
  
Victoria, if the payment that was requested today has bounced back then I can set up a promise to pay for you so you can pay the bill as per your convenience. May I know if you wish to proceed?
[Read]

Ashlesha, 30 Dec. 2024 , 10:33am
I hope I’m not disturbing you, just wanted to check if your direct debit payment has bounced so I can help you with setting up a promise to pay for current bill.
[Read]

O2, 30 Dec. 2024 , 10:38am
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
[Read]

O2, 30 Dec. 2024 , 10:38am
[Rich Content]
[Read]

Victoria, 30 Dec. 2024 , 10:38am
Yes, continue ✔️

O2, 30 Dec. 2024 , 10:38am
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Victoria, 30 Dec. 2024 , 10:39am
I was not advised of this i asked that the payment date to be changed as I could not make the payment on the 30th but on the 3rd of January instead you then charged me an additional fee for changing this date so that I could make it on the 3rd but have since tried to take payment today so this has not been changed like I asked

Victoria, 30 Dec. 2024 , 10:40am
So if this was no carried out like I asked can the fee that you charged me please be removed and a promise to pay om the 3rd of January please be set up for this current bill

Victoria, 30 Dec. 2024 , 10:41am
As what I asked has not been carried out

Info [Automated], 30 Dec. 2024 , 10:50am
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, 30 Dec. 2024 , 11:01am
Hi Victoria, thank you for your patience, and I truly apologize for the confusion surrounding your payment date. I want to clarify that there is no direct charge for changing your payment date. However, when you change your payment date, a pro rata adjustment might occur.  
  
For example, if your monthly bill is £30 and you change your payment date, the pro rata charge adjusts your payment based on the number of days left in your billing cycle. If you change it and your next bill is due in 15 days, you'd pay a portion of that monthly bill for those 15 days, which could be around £15. This adjustment ensures that you aren't overcharged and pays for the service you have used.  
  
Now, regarding your earlier requests, I understand that you would like to remove the fee that was charged and also set up a promise to pay for the current bill, allowing you to pay on January 3rd. Is that correct? I want to ensure I have everything right before we proceed.
[Read]

Victoria, 30 Dec. 2024 , 11:05am
Yes I wish to remove the fee as I just need to change the payment date to the 3rd of January at this point I can arrange to change of payment date at another stage when I won't incur a charge

Soaif Ali, 30 Dec. 2024 , 11:20am
Alright, Victoria, let me clarify this for you. There is no administrative fee or additional charge associated with changing your payment date.  
  
The charges mentioned by the previous advisor pertain to pro rata adjustments, which are essentially calculated on a daily basis to accommodate the change in your billing cycle.  
  
When you alter the billing cycle, some days become 'lost', and these charges for those days are compiled as a pro rata fee to align with the new payment date.  
  
It’s important to note that this adjustment only applies for that specific month.  
  
Is this cleared to you now? before we hop into the payment part?
[Read]

Victoria, 30 Dec. 2024 , 11:21am
Yes thanks

Soaif Ali, 30 Dec. 2024 , 11:27am
That sounds fantastic!  
  
Now, regarding the payment, I want to clarify that the amount due for today has already been processed, which is why you’re might be seeing a transaction being taken today. However, if there aren’t sufficient funds in your account, that transaction may not go through.  
  
Just to confirm, it looks like you’re scheduled to pay a total of £38.51 plus £51.98 on January 3rd. Is that correct?
[Read]

Victoria, 30 Dec. 2024 , 11:31am
No It should only be the 38.51 that's needing to be paid

Victoria, 30 Dec. 2024 , 11:34am
I already made the 51.98 payment

Soaif Ali, 30 Dec. 2024 , 11:34am
Okay. Be assured your lines won't be cut off if you would pay on January 3rd.  
  
But you may still receive payment reminders until then.  
  
As the bill was not paid in full by the due date, a Late Payment Fee of £6.00 will be applied to the account, and this may impact your credit file negatively.  
  
Please make sure to pay this £38.51 on January 3rd.  
  
Let me know if there is anything else I may assist you with?
[Read]

Victoria, 30 Dec. 2024 , 11:38am
How can a late payment fee be sent if already thought this had been changed on your end to avoid this

Soaif Ali, 30 Dec. 2024 , 11:50am
I completely understand your concern, Victoria.  
  
To clarify, the change comes into action from next billing cycle as your payment date was change this month, the new payment date will be effective from 20/01/2025  
  
As of now the system will consider your payment date as 30th only and since you are paying on 3rd, it will be considered as a late payment.  
  
I hope I was able to clarify all your doubts in simple words.  
  
Before you head out, is there anything else I can assist you with?
[Read]

Victoria, 30 Dec. 2024 , 11:54am
That's fine but I thought this all sorted previously so I don't think it's fair to send me a late payment fee now for something that wasn't sorted correctly

Act as Soaif Ali and suggest the next best response saying, it seems that's because no advisor has discussed about the delayed payment as most of them were only clearing doubts regarding the payment date and pro rata charges, I am glad that I was the only one who cleared all your doubts . Response should be acknowledging and empathetic