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Hello! I have bought a new 2-years-contract from O2 in last September. Since then they are charging/deducting extra money from my bank every month. I have talked to their customer care agents many times so far.

First time they said they failed to deduct the monthly bill from my bank account on time. Due to that delay they charged the extra amount as a late penalty. So it's my bank's fault so I must solve it with them first. I checked this with my bank and they confirmed me that there is no delay or problem made from their and/or my bank's end. 

I called the customer care service again, cleared this issue and also checked my bank information with them. I asked them to solve this problem. The agent apologised for this additional charge and told me it wont happen in the following month. I told him that I want an email assuring there wont be any more additional deduction. The agent promised but neven sent that email. Now they again charged extra amount from my bank. My questions are:

1. How can I get rid of this extra monthly charge?

2. Last time they chaged the monthly bill along with additional amount in 25 November from my bank account. So how their claim of not being able to charge from my bank account is true?

Thanks! 

Hello @Sendra,

welcome to our o2 Community 🙂

You agreed to the direct debit procedure when you signed the contract. Your bills are automatically debited from your bank account on the due date. If there is a return debit (for whatever reason), a return debit fee of EUR 4.00 will be automatically charged. In addition, reminder fees of EUR 1.20 will be charged for late payment of the invoice. To avoid these fees in the future, please ensure that we can debit on the due date. Unfortunately, the fees cannot be refunded, as we are not responsible for the returned direct debits.

Best regards

Giulia

Hi Giulia! Thanks for your reply.

The bank confirmed me that there's no reason of such return to you, neither from my end. So if we don't know the WHATEVER reason then how can we solve that? Moreover, if there's any such return then how can you later debit the bill from my bank account? Best.

Hello @Sendra,

unfortunately we don't know that, we only debit every month on the date that is fixed on your invoice. You would have to clarify this with your bank, as they arranged the returned direct debits.

Best regards

Giulia

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