Failed payment via the O2 app

[RedQueenLizz196]

I tried to pay my bill today via the O2 app with confirmation through my Nationwide app.  The first time it failed so I tried again with the same method, and it failed again - it just froze and wouldn't go any further.

This afternoon I tried to pay via the app with my card reader (as I thought it might be an issue with the apps communicating) and it failed again!  I've been in touch with my bank and they confirm that the payments are in "pending".  Any advice?

[MI5]

@RedQueenLizz196 

Pending means not claimed by O2 and probably won't be either.

You can reach the Payment Management team on 0800 902 0217.
The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

[Modwolves]

Exact same issue here.  Made a payment by card and had to authorise on Nationwide app.  The O2 app froze after this but the money has been deducted from my bank, and does not appear on the O2 account.  I did not get a confirmation email either.

[Oxonian]

@RedQueenLizz196 @Modwolves 

If the money is not "pending" but has actually left your account and hasn't been credited to your O2 account, I suggest that you leave it for a couple of working days to see if the transaction completes. There can be a delay. 

If it doesn't, you need to contact your bank to get the unique transaction identification number, which will probably be 18 digits in length. That number will come in handy when you contact O2 as suggested by @MI5.     

[Modwolves]

Hi there, thanks for the advice.  I'll give a week to see if it clears or bounces back before contacting the bank.

Cheers!

[Oxonian]

@Modwolves 

Yes, don't leave it too long, two or three days should suffice for it to clear you bank and update O2's records. 

[MI5]

It's never going to happen now.

[Priyanka2912]

I ordered a phone on 19th august from Harrow store. Till now I didn’t get my phone and it was click and collect order. I got SIM card which was associated with phone but not phone I waited 15 days and customer service told to wait for 10 Working days everytime I called. I finally bought new contract after 20 days and after that O2 suddenly gave me shock by deducting payment for two phones from my ac!!! I somehow managed to get my money back but then I am getting chasers for payment and they have also sent letter saying it will impact your credit score!!! I don’t even have that phone. Now customer service has taken 1000 cancellation requests but till now I didn’t receive any update.

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Oxonian]

Your question @Priyanka2912 has been answered here :-

Phone order - O2 Community

https://community.o2.co.uk/t5/Discussions-Feedback/Phone-order/td-p/1761301

Please do not post on the end of very old threads as it simply causes confusion. 👍

[MI5]

and was flagged as a duplicate yesterday, but clearly a pointless exercise.