Switchup nightmare!

[m-r-n23]

So I used O2 switch up in September to upgrade my phone. The month after, I had a direct debit come out for my old phone device plan which I called O2 about who admitted it was a fault, as obviously the device is paid off upon switch up. They refunded me, however the month after the same thing happened. So I cancelled the direct debit to prevent it happening again. Today, I have had an email to say my account is in arrears by £0.00 and they have cut off my SIM! Leaving me with no phone all day. I couldn't understand why until I spoke to live chat who told me the issue but they have said they can't help and I need to speak to the payment team. Has anyone else had this issue? I'm really not impressed. 

[MI5 · Accepted solution]

@m-r-n23 

You can get in touch with Payment Management team on 0800 902 0217 who’ll find a solution that’s right for you.
Payment Management opening hours:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[Enlli]

Has come up recently. 

So the system has cut you off for being £0 in arrears 

[madasaf1sh]

@m-r-n23 

Yes, had the issue a few times and you need to speak to the payment team as they need to remove their will be a payment from around the switch up that has failed because it is no longer due (dont ask).

Give them a call on 0800 902 0217 

[MI5]

No surprises there.....

[sr40]

I am having the same issue, keep getting told I am in arrears but cannot make a payment as no payment outstanding. Spoke to O2 today and they said to ignore the messages asking for payment!

[Oxonian]

That's a dangerous game @sr40 ignoring the messages asking for payment - you will probably end up being disconnected. 

You need to contact Payment Management - details above. 👍