Unfulfilled O2 contract

[HORSEMAN24]

Due to a change of contract with Virgin Media, O2 are trying to take money for a phone I don't have as part of the cancelled contract. Please let me have an email address so I can avoid them having further problems.

[enlli]

Who is taking the money, Virgin or O2?

If it is O2 you will need to go through them as the billing systems are still separate 

Neither Virgin or O2 have customer facing email

[Jodi_S]

Hi HORSEMAN24,

A warm welcome and thanks for posting on our community forums. As our valued member @enlli has already asked, can you confirm if you pay your bill directly through us or O2?

If it is O2 then you will have to contact them directly using the link here https://www.o2.co.uk/contactus

Unfortunately, as @enlli has advised we do not have a direct email to contact us.

Kind regards Jodi. 

[HORSEMAN24]

Thanks Jodi,

I was mis-sold a contract by Virgin Media which forced an O2 SIM only phone on me. The mis-sold contract was cancelled and thus the phone left out. However, O2 did subsequently steal £25 from my account and still try to take the direct debit again. I don't want a phone number to call because they are useless. A direct email will do, not the online help because it's automated and also useless. This should be something they can sort quite quickly and at the moment I'm being patient. Thanks, Andy

[Jodi_S]

Thanks for coming back to us HORSEMAN24,

As O2 have taken the £25 from your direct debit, you will need to contact them directly as we do not deal with O2 billing. Unfortunately, this is totally separate from your Virgin Media services.

As advised we do not have a direct email address for O2, so you will need to contact them either by phone or use there web chat services.

All the information for O2 was on the previous post. https://www.o2.co.uk/contactus

Kind regards Jodi. 

[enlli]

As it's O2 there is nothing the staff can do here. 

You could try O2 dedicated Payment Management 

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

[HORSEMAN24]

Absolutely awful again trying to get any sense out of these people. Wished now I'd read reviews before taking a contract. Spent an hour waiting for an on-line chat the other day. Turned out to be a bot. Then another hour dealing with what supposedly was a person. Really couldn't tell the difference. perhaps AI better then no intelligence? The saga will continue.

[Matthew_ML]

Hey HORSEMAN24, thank you for reaching out and I am sorry to hear about this I understand it frustrating.

Our colleagues at O2 will reach out to you when they can, you can also give them another ring if you wish. Thanks 

[enlli]

For reference 

Message O2 on
Facebook (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you.

However, if your contract with O2 was taken out over 14 days ago the will charge you an exit fee if you leave.