Debit card declined when topping up.

[Lilel]

Greetings,
I'm hoping to get some help with my payg sim card.
It is currently on 321 classic tariff and I do not want to change that.
The problem I am having is that when I try to use my debit card to top it up it keeps getting declined despite having the money in my bank.
When I first got the card I used an E-topup voucher for the first payment, which was successful. Since then I have not been able to use my card to top up on the O2 app or by phone.
I have tried to topup by phone to register my card but it does not accept it.
I have contacted O2 on 4445 three times now and had no joy. One call I had said there was some commercial restriction on my sim card that she would try to remove, since I am a private customer, but that has not worked.
The most recent call I had ended with the person saying that I cannot use my debit card to top up this card on this tariff and will have to use E-topup every time.

Thanks.

[madasaf1sh]

@Lilel 

Have you spoken to your bank to see if they can see the transaction from o2, and bare in mind the new SCA regulations, so your name and address need to match near enough perfectly. 

Also is your debit card a UK registered card?

[Lilel]

I will contact the bank shortly and get back here. It is a uk registered card. I have also tried with A different card registered to my mum which was also declined.

[Lilel]

The bank is able to see the transaction but it is not going to the authorisation stage. They have confirmed there is no block or no reason for them to decline the payment.

[madasaf1sh]

@Lilel 

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to look into this for you, in that case.

[Lilel]

Sorry to be difficult but I don't use social media so have no account on facebook/insta/twitter.

[madasaf1sh]

@O2KyleW  @O2Emma 

Would you be able to assist here at all?

[O2Emma]

Hi @Lilel  Sorry you are having a issue with debit cards have you changed your address at the bank at any time as this can cause a issue sometimes .

[O2Emma]

Hi @madasaf1sh I have picked this up thanks.

[Lilel]

is it ok to pm you? i accepted as solution by mistake, No I have not changed bank or address.