This is a long story so move on if you get bored easily!
This issue began when my bill was split to separate device plan and tariff. Every month I kept getting late payment notifications. I couldn’t understand what was going on as I had a direct debit with no previous issue, over multiple devices and tariffs. However after the third time in a row I went and looked at MyO2 and it turned out my device plan didn’t even appear on there. I literally had no way to pay this device plan, until it flashed up that my bill was overdue, then I could click on that and make a payment.
I tried to resolve this for several months in a row, every time it happened and every time I was told everything should be fine next month.
One day last month I noticed it saying upgrade for free £0.00. I thought great, I’ll upgrade my device and then it will appear in my account and it will resolve itself that way. So I proceeded with that and it immediately brought me through to select a phone and then offered me to change the tariff, which I did.
Device plan appeared in my account after a few days, phone arrived and eSIM was activated using my previous number and away I went. I thought this nightmare couldn’t have been resolved this easily so I went on to chat the ask if the previous device plan was on my account and the advisor told me the upgrade was successful and not to worry. All was good in the world. Or so I thought. I received a late payment request for my previous device plan.
Several chats later I had been given various and conflicting advice on the situation ranging from not to worry, report this late payment request as fraud and finally when I went through Facebook I was told that I didn’t upgrade, I made a new order, meaning I now had two device plans!
Panic of course ensued and I went on to email to submit a complaint, stating the situation.
Received an email this morning saying my device plan had been cancelled and I’ve been credited £200. I thought wow, that’s really over the top, there was no need for that, I just wanted the device plan off my account(which still didn’t and doesn’t appear in MyO2). This was short lived joy.
I went on to chat to confirm, considering I was now a sceptical customer due to the length of time this nightmare went on. The advisor told me that previous device plan was still on my account and in fact I was supposed to send my device back to them if I upgraded. I explained it offered me a free upgrade, brought me straight to select a phone and made no mention of me sending my previous device back. Anyway that went nowhere so back onto my emails to email the resolutions team back only to read the previous reply more precisely and see that they had in fact cancelled a different device plan, an iPad I had purchased for my son!
Current status is I am now again waiting days for them to reply after they cancelled the wrong device plan. My worry is the late payment requests appearing on my credit file but feel I have no choice but to wait it out.
I guess I’m not looking for any advice but just thought it would be good to get all of this off my chest!
