We pay by direct debit but O tried to cut us off on holiday2

A.R. writes: While my wife and I were on holiday in Thailand she received a text message from O2 to say it had been unable to collect charges under her direct debit. If she did not pay within four days there would be a penalty charge. We contacted O2 to explain we were away and the direct debit had not been cancelled. We asked for any action to be suspended until our return. At first we were told this would not be a problem, but this changed to a warning that we must pay or be cut off. We did not have my wife’s account details with us, but spent 45 minutes trying to access it and finally succeeded in paying the bill by credit card. TRYING to sort out a failed direct debit while you are on the other side of the world is bad enough. But knowing you did not cancel the direct debit made it worse. You were lucky to be able to remember all the necessary passwords to pay online.

The root problem goes back to when your wife ordered a new phone, but soon after cancelled the order.

According to O2: ‘When the back office team cancelled the new connection, they made a mistake and cancelled the pending direct debit.’

O2 admits staff failed to spot your existing phone was on the same direct debit. O2 has apologised and credited your wife’s account with £20 for the inconvenience. I thought this was a low figure as your holiday was disrupted and you had to spend time making a complaint when you came home. O2 has now offered £60.

You have rejected this as you thought £200 would be appropriate, but in my experience that would be over the odds. The £60 is still on offer if you change your mind.