Direct Debit and O2

[tris-]

bloudy O2 havent billed me for 2 months now. i rang them about it and they said a bill hasnt been made still so we just have to wait.

now its possible i may get 2-3months worth of bill taken from me in 1 month! £75 may not be a lot for some people to lose in one go but for me it is. its not my fault O2 didnt bill me so why should i suffer this? have to scrimp and save a month without the £50 i should have.

tomorrow i am going to go in and talk to my bank about this but with O2 i didnt agree in the contract that they can not bill me then take 3 months in one go. or maybe there is something i didnt read. SG, you should know

so anyone know if they can do this? if they come up with this crap i will cancel the DD.

 

[~Yuckfou~]

This may sound silly, but given that you knew you owe them money why didn't you put it to one side when it was actually due? I'd be chuffed because I got 3 months interest free credit tbh.

 

[tris-]

it shouldnt be upto me to make changes when a company fucks up. i was told 3 weeks ago i would billed 2 months money today. i wasnt billed. i left money there so it could be taken. now i am told today maybe i wont be billed for another few months.

i dont get much money, any money i get is all gone by the end of the month on paying bills and shit. so if this month if i have to save £75 for them, i will have to walk to work for 2 weeks and eat loafs of bread for food.

but this is not the point. what i wanted to know is can they change the contract like that if i agreed to a payment per month for 12 months?

 

[Gray]

it was due to migrating over an old billing system onto our new one :s. Many customers not so happy regarding that.

Some customers bill dates which were around the time of July 19th-29th will not get any bills produced for the month, BUT, i did ring our Credit department who said once customers make them aware whats happened, they can produce the bill and it will be taken out 2wks after via DirectDebit, but also your August bill will be more than likely close to it so maybe best to take a lumpsum of it.

The Credit Control team who i spoke to on some occasion were a bit friendly in knowing the customer wasnt happy and gave some reimbursements - Whether it was £10 goodwill or a free months rental im unsure, but they would deffo be people to speak to.

o2 are *seriously* going downhill recently, im gettin really pissed off with the system we use, bloody IBM :/, its either slow, incorrect or going down *sigh*. And if i ever find the Phones4u Head Office, ooh my god that place will get nuked to the ground :/

 

[GekuL]

You have the same spare cash as before, it's just you have some in your account instead of O2's. It doesn't seem to be that big a problem to me?

 

[venus]

O2 are the most bollocks company for customer service (apologies to anyone who here who works for them). That lot couldnt organise a P*** up in a brewery. However they have got you by the long and curlys because they do some excellent contracts. I have had a number of runs in with them which has resulted in me filing a massive complaint and the involvement of trading standards. They knew that they were in the wrong and as a result i got quite a few months three line rental off them . I agree with you this is not your problem its theirs and they should be sorting it. The problem is with o2 is they are all to keen to pass the buck around their different departments when you complain.

Make sure after this is over you make a complaint you never know you might get a good will jesture or something for the inconveniance caused.

 

[Tom]

Sounds harsh tris, but perhaps you should have saved that money, instead of spending it. I have to pay half my annual tax bill every six months, and let me tell you, they don't appreciate 'but I already spent it' as an excuse.

 

[tris-]

You have the same spare cash as before, it's just you have some in your account instead of O2's. It doesn't seem to be that big a problem to me?

no, i dont have the same spare cash as before.

Sounds harsh tris, but perhaps you should have saved that money, instead of spending it. I have to pay half my annual tax bill every six months, and let me tell you, they don't appreciate 'but I already spent it' as an excuse.

this isnt my point, my point is purely and simply about can they change a direct debit just like that? if i had spent over my allowance obviously they add the extra on. but this isnt my fault for a start.

Some customers bill dates which were around the time of July 19th-29th will not get any bills produced for the month, BUT, i did ring our Credit department who said once customers make them aware whats happened, they can produce the bill and it will be taken out 2wks after via DirectDebit, but also your August bill will be more than likely close to it so maybe best to take a lumpsum of it.

i phoned 2 weeks ago and was told i would be billed on the 11th. today i am told i will be billed on the 23rd. when i phone up on the 23rd i will be told different again. 23rd is when my statement is sent out, 11th is when i pay. surely they cannot bill you on the same date as the statement. from what i know you must be given a certain amount of working days after the statement to pay. to make sure you can have the money.

 

[GekuL]

no, i dont have the same spare cash as before.

Why not?

 

[tris-]

Why not?

well, i dont think anyone here needs to know that tbh

 

[Tom]

Sure o2 are pissing you around, but you can't blame them for not having the money. Just complain a few times, and they'll offer you a discount, or an upgrade, etc.

 

[tris-]

tom, im not blaming anyone about not having money. i am just saying are they allowed to change it like this? i DO have the money. i am just saying its a bastard that they can be shit and i will have to suffer.

 

[Damini]

I didn't pay my 02 bill for five months? Anyone remember my outrage that each month my bill was getting larger and larger... heh... I'm a dipshit.

Anyway, 02 are ragingly incompetent. I've had terrible problems, ranging from them giving me two accounts, one secret, and then they siphoned off my payments into the secret account and kept shouting at me for not paying... Then there was the five months no pay thing... then they can't accept my card... then all payments hit "technical problems"... and so on...

 

[MYstIC G]

http://www.directdebit.co.uk/general_public/guarantee.php

 

[Gray]

today was the worst for complaints :/

Customer phoned to see why his phone was IMEI barred, checked the notes it was added by somebody because he didnt pay his bill for 5months, no sorry, let me reinstate, didnt get a bill for 5mths, everything started ok, his Direct Debit was setup etc etc, but it failed, he was made unaware of this because it was the company he worked for who dealt with it...

His problem? In a way yes, but 5months, without paying a bill? Exactly as Damini described, i was pissed off it happened, the customer saw a funny side to it mind (I dont know what?) spoke to several people and eventually tracked down who added the notes and barred him, "oh? i dont know why he wasnt notified but nothing we can do". Uh no, sorry love wrong answer, i am NOT going back to the customer to tell him tough titty it was our fault in a way :/.

It also said "DO NOT UNDER ANY CIRCUMSTANCES GIVE ANY GOODWILL". I promptly called over a manager, told him, he said "over ride". And i gleefully added £50 onto the account (Bare in mind this was a £800 bill..) but the customer accepted it, and i passed him to our other departments knowing i done what i could to help him (It may have taken an hour but hohum).

And another one which sticks out - Customer has recieved a letter from the Debt Collecting Agency, paid every bill which has been asked for, everyone somewhat confused as to why he owes us money. This is an ongoing issue but sadly, no one has a clue in the place, its crumbling very much :/

 

[tris-]

all the times i phoned up the guys say "im speaking to the direct debit team" then after its "im speaking to credit control now" then its "there is no bill made, you get it on so so date" then its "well, no bill made maybe you will get it when ever"

GRR