Need help with 02 complaint

germz

Wonder if anyone can help me. In February this year I cancelled my direct debit with O2 as my pay date changed and set up a new one for later in the month. Yesterday my phone was disconnected. When I queried this with O2 they told me that although I had been paying my bill, they had my bank details added to a different account belonging to 'Holly Scott' and I had effectively been paying off her bill. They now have told me that I have to pay £127 with includes a £15 disconnection fee. 'Holly Scott's' phone incidently is not cut off therefore incurring me more charges as I am still paying her bill. O2 have already broken Data Protection by giving me this girls details, they wont let me cancel my contract and wont sort this mess "that they have caused" out. Any advice would be gratefully accepted.

JJ_Egan

You cancelled your DD in agreement with O2 ??

jje

Chimper

I think the first thing you need to do is check what the reference is on your DD and who supplied it. If you filled in a new DD with the wrong reference then you might find you have been paying someone else's account. If O2 filled in the details then they're obviously responsible. I would have thought they would have checked the details either way.

Buzby

Why dis you cancel your DD? This would not affect the date O2 would take out the money, indeed as you are under contract and billing date set, you have no right to stipulate when you want the money taken - it comes out (usually) 18 days after the Invoice is generated.

Further O2 were assisting you in finding where your money was going to - if there is a DPA, it is for that customer to pursue, not you.

If you provided the revised DD details, O2 would confirm them first - did you check this and that the correct mobile number was to be credited with the money?

grumbler

Chimper wrote: »

If you filled in a new DD with the wrong reference then you might find you have been paying someone else's account.

I think it's impossible to do for a DD. Are you not confusing it with a SO?

germz wrote: »

... I cancelled my direct debit with O2 as my pay date changed and set up a new one for later in the month.

It's very easy to cancel a DD, but not easy to set a new one, especially for a date you want. How have you done this?

Chimper

grumbler wrote: »

Originally Posted by Chimper
If you filled in a new DD with the wrong reference then you might find you have been paying someone else's account.

I think it's impossible to do for a DD. Are you not confusing it with a SO?

You're quite right, it should be impossible to do with a DD. But knowing the quality of staff at some places, anything is possible. Was the new DD set up on the phone or in person at the store? How did O2 determine germz was the account holder?