O2 disconnection

juedrops_2

Hello, I hope someone may be able to give us some advice on tackling a problem my son is having with O2.
In July my son filled in all the information to pay his phone contract, the money was never taken out. He received an email from them yesterday asking for £299 to be paid immediately, the amount is for the bill so far and the rest of the contract. Normally he pays £25 a month. His service has been disconnected.
He realises he should have contacted them before now to query why the money hadn't been taken out and we havn't contacted them over this yet, we need some advice first if possible to find out where we stand.

We would be very grateful for any advice with this situation.

Juedrops

ampletime

I would imagine that they would of sent letters before they put a block on the service and or had a letter from a debt collection company too.

No matter which way you look at it the money will have to be paid and i would expect a letter from a debt collection firm very soon. This may also effect his credit file, i would think that a default will be placed on his file.

All you can do is speak with o2 and see what they say. There isn't much you can do about it i'm afraid.

Guys_Dad

ampletime wrote: »

I would imagine that they would of sent letters before they put a block on the service and or had a letter from a debt collection company too.

No matter which way you look at it the money will have to be paid and i would expect a letter from a debt collection firm very soon. This may also effect his credit file, i would think that a default will be placed on his file.

All you can do is speak with o2 and see what they say. There isn't much you can do about it i'm afraid.

Not so if they have made a mistake with his direct debit instructions. In that case, why would he be liable for the whole contract now.

I am not sure where the £299 comes in - that is 12 months' rental less £1.

You may need to look further into this.

For example - where was the contract taken out - on-line, at an O2 store or where? Normally, they want a bank account to be provided to take the money so why was no DD taken from the one he provided? Could be a simple transcription error - either by them or your son.

Get in touch, be very polite and clear. If it is correct, tell them that he gave his bank details and could they check if they have them correctly on their system. Just go through things and accept that he needs to pay off the outstanding balance to August, but they need to reinstate his connection and put things right at their end.

ampletime

Guys_Dad wrote: »

Not so if they have made a mistake with his direct debit instructions. In that case, why would he be liable for the whole contract now.

I am not sure where the £299 comes in - that is 12 months' rental less £1.

You may need to look further into this.

For example - where was the contract taken out - on-line, at an O2 store or where? Normally, they want a bank account to be provided to take the money so why was no DD taken from the one he provided? Could be a simple transcription error - either by them or your son.

Get in touch, be very polite and clear. If it is correct, tell them that he gave his bank details and could they check if they have them correctly on their system. Just go through things and accept that he needs to pay off the outstanding balance to August, but they need to reinstate his connection and put things right at their end.

Something doesn't seem right. July? Why does the Son know he should of got in touch with them if it has only been a few weeks?

Guys_Dad

ampletime wrote: »

Something doesn't seem right. July? Why does the Son know he should of got in touch with them if it has only been a few weeks?

Maybe this quote from the OP might be a clue?

"He received an email from them yesterday asking for £299 to be paid immediately, the amount is for the bill so far and the rest of the contract. Normally he pays £25 a month. His service has been disconnected.

"

juedrops_2

Thank you both so much for your replies. O2 realised they were the ones who made the mistake with the direct debit and then an error with not taking last month's money. Fortunately it has now been sorted out and his contract continues as normal, he is being reconnected today.

Thank you both for taking the time to comment....