Hi all! I have a problem with my account. I've had this contract + handy deal where you get the phone and 2 year contract and pay together, making the phone cheap. Galaxy S8 since last June or so. The other day I got a letter claiming I owe €500 or so for the remaining balance of my phone hardware, that it's the 3rd warning and that I have to pay immediately. I've been paying my bills every month normally. I called customer service and asked about this (I had requested to speak to an english speaking agent, they transferred me, but the agent spoke no english... or just didn't want to). 



So i asked about this, saying I pay every month, never heard any warnings by mail or phone or anything. Nothing in myo2 shows anything like this. She said it's not their problem and I have to pay ~€500 immediately or be sent to collections. I asked for some kind of proof that shows that I don't pay or even have an outstanding balance. She said they don't have to. I said I am not in the habit of paying people without any invoice or something like that. She just kept repeating that there is no proof, no dates of prior notices sent, doesn't matter if i received those or not, and if i have a problem with it I can take it up with my bank. I said again that I need some kind of proof that I did not pay, as there's nothing in my bank records, nothing at all to show this as fact. She hung up on me while I was speaking. This isn't so shocking, I'm used to it from o2 unless it involves making a new contract. That's the only time they're ever nice.



Now I am in USA on holiday, using another sim card. I logged in to see about my contract as I'm not happy with o2 anyway and want to switch (i'm super tired of having horrible connection, my connection dropping out completely and only G or E speed for data when i am connected. Occasionally I see H). I have 1 year left. Fine. But there's a section in orange that says my phone is totally disconnected as I have an issue with my account. My DE sim card doesn't work here, so I can't check.



What on earth can I do about this? How can they ask for money which I have been paying every month already, without showing me some reason to pay it, some invoice, ANY proof that shows they didn't receive my money. I don't understand this at all. I have 2 bank accounts. I checked both for the past 2 years re: any returned payments for this account and there is nothing at all. 



Thanks for your time! 



Alland.