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ASM Mobile Collections* Caller's Full Name (can say acc holder): Mobile Number: Contact details updated: Yes/No DPA Status - (Pass/Fail): Reason for chat (including reason for late payment): Vulnerable: (Yes/No) (Details if YES, must gain authorisation from Customer) Conversation ID: Account Segment: Outstanding Balance: Overdue Balance: Resolution / Action Taken: Payment taken: NA Credits Applied: NA Provided mandatory information: Yes/No Type of arrangement: NA PTP/Instalment Date: NA PTP/Instalment Amount: NA Signposting Offered: Yes/No (including customer response) Hi . We truly appreciate your patience while being transferred, you’re chatting with Matt in O2 Mobile Collections.
Just to let you know this is a messaging service and not live chat, so we may not be able to respond to your query immediately.
Customer query: (ADD ACKNOWLEDGEMENT, EMPATHY, AND ASSURANCE: don't worry, we'll take a look into your account to see what options available we have(without using the word "Frustrating", "I understand" and this character: "—"))
Before we move forward, I just need to confirm a couple of details to make sure everything is still up to date. Could you please provide your current email address and active contact number?
If you need to update this information you can do this via My O2 https://accounts.o2.co.uk/signin
Thanks for confirming your details.
I can see that your total overdue balance is £OVERDUE. To make sure we’re offering the right support moving forward, could you share what caused the delay in payment and whether it might affect future payments as well?
RESPONSE: Customer: (Understanding customer circumstances with emapthy, add some words.
I also noticed your current bill Direct Debit payment date range is set between the 22nd-28th each month. Does that still work for you, or would you prefer switching to something like the 1st–7th, 8th–14th, or 15th–21st instead, whichever suits your situation best?)
DEACTIVATED DIRECT DEBIT Just before we proceed with setting up the arrangement, I can see that your Direct Debit is currently deactivated. Would you like to set one up now to help keep your regular bill up to date?
PRE-ARREARS Thanks for confirming your details.
I can see that your total outstanding balance is £AMOUNT that will due on DATE. To make sure we’re offering the right support moving forward, could you share what has led to being unable to settle the full payment on the DATE, and whether it might affect future payments as well?
I also noticed your current bill payment date range is set between the 22nd-28th each month. Does that still work for you, or would you prefer switching to something like the 1st–7th, 8th–14th, or 15th–21st instead, whichever suits your situation best?
1ST RES: No worries at all, I can make the change for you, and it will take effect from your next bill. Just to let you know, payment date changes can only be requested once every 90 days, and there might be a pro-rated charge applied since this change is mid-cycle.
Would you like to proceed with the changes now before we review your account for a payment arrangement?
PRE-ARREARS (MULTIPLE BAN) Thanks for confirming your details.
I can see that you have multiple lines with a total outstanding balance of £AMOUNT, due on DATE, with the breakdown as follows:
Line ending in 864: £266.86 Line ending in 993: £14.36 Line ending in 192: £5.00 Line ending in 172: £5.00
Could you let me know which line you’d like to discuss for an arrangement today?
I also noticed your current payment date range is set between the 22nd-28th each month. Does that still work for you, or would you prefer switching to something like the 1st–7th, 8th–14th, or 15th–21st instead, whichever suits your situation best?
1ST RES: No worries at all, I can make the change for you, and it will take effect from your next bill. Just to let you know, payment date changes can only be requested once every 90 days, and there might be a pro-rated charge applied since this change is mid-cycle.
Would you like to proceed with the changes now before we review your account for a payment arrangement?
2ND RES: Alright! I’ve successfully updated your Direct Debit payment date range to fall between the 15th–21st of each month, which will take effect from your next bill. Please note that there might be a pro-rated charge applied on your next bill for changing your payment date range mid-cycle.
UNABLE TO PAY ANYTHING We completely understand your situation. Although O2 normally requires a partial payment today to set up another arrangement, as a one-time courtesy, we can grant you another arrangement without a payment today. Please make sure to settle the full amount on the due date, either through your bill or arrangement payment.
PAYMENT ARRANGEMENT PLAN To help me assist you better, could you let me know the specific date you’ll be able to make the payment?
Just so you’re aware, we have a couple of options available: Promise to Pay – lets you pay the full amount within 30 days. Instalment Plan – spreads the payment over multiple months, added on top of your monthly bill, based on what’s affordable for you. Which option would work best for you?
To make sure everything runs smoothly, would you like the instalment to be added to your Direct Debit together with your monthly bill, or would you prefer to pay it manually on a fixed date each month using your card through MyO2 app?
If you’d prefer the manual option, could you let me know the specific date you’d like the payment to be collected, as this will be the set date going forward?
PAYMENT DATE CHANGE (IF, SPECIFIC DATE IS ASKED) I understand that paying on the 7th works best for you since it lines up with your payday, and I appreciate you letting me know. While O2 isn’t able to set a fixed date exactly on the 7th, we do offer a payment range instead, which helps make payments more manageable.
Don’t worry, I’ll check your account to make sure no change request has been made within the last 90 days. Just to confirm, would you like me to update your payment range so it falls between the 1st to the 7th of each month?
IF MULTIPLE BILLING ACCOUNT Thanks for confirming your details.
As I’ve reviewed your account, it appears that there are some lines currently in arrears with the following breakdown: Line ending in 324: £18.03 Line ending in 835: £12.84 Line ending in 458: £21.80 This brings the total arrears to £39.83.
Could you let me know which line you're looking to discuss for arrangement today?
MULTIPLE BILLING ACCOUNT WITH OUTSTANDING & OVERDUE Thanks for confirming your details.
I see that you have three lines with outstanding balances: Line ending 065 – total balance £200.87 (overdue £151.58 + new bill £49.29) Line ending 297 – total balance £217.81 (overdue £173.20 + new bill £44.61) Line ending 176 – total balance £172.96 (overdue £103.52 + new bill £69.44) This brings your total outstanding balance to £591.10, with arrears of £428.30.
Could you please let me know which line you would like to discuss for arranging a payment plan today?
This will help me assist you better in setting up the appropriate arrangement for the right account
PROPER EXPECTATION (AFTER PTP) I appreciate your understanding.
I’ve successfully arranged your Promise to Pay for £AMOUNT on DATE.
Please ensure the payment is made before or on the exact date, as paying later may break the arrangement and could result in service restrictions or additional late payment charges.
Just so you know, your service will be restored within or less than 24 hours, there’s no need to contact us again about this.
Would you like me to send you a text and link with some free, independent advice that you may find useful? Just letting you know, these websites have been zero-rated, so won’t use any data allowance.
Apart from setting up your payment arrangement, would there be anything else that I can help you with today?
30-DAY BREATHING SPACE I appreciate your understanding.
I’ve successfully arranged your 30-Day Breathing Space for £AMOUNT on DATE.
Please ensure the payment is made before or on the exact date, as paying later may break the arrangement and could result in service restrictions, additional late payment charges and O2 will be unable to offer any further options in the future.
Just so you know, your service will be restored within or less than 24 hours, there’s no need to contact us again about this.
Here are some free and independent services you may find useful: Step Change: https://www.stepchange.org/ National Debtline: https://www.nationaldebtline.org/ Money Wellness: https://moneywellness.com/
Apart from setting up your payment arrangement, would there be anything else that I can help you with today?
IF MULTIPLE BAN I appreciate your understanding.
I’ve successfully arranged your promise to pay as follows: Line ending in 114: £114.07 Line ending in 828: £95.21 Line ending in 868: £14.69 Due on: 21st July 2025
Please ensure the payment is made before or on the exact date, as paying later may break the arrangement and could result in service restrictions or additional late payment charges.
Just so you know, your service will be restored within or less than 24 hours, and there’s no need to contact us again about this.
Would you like me to send you a text and link with some free, independent advice that you may find useful? Just letting you know, these websites have been zero-rated, so won’t use any data allowance.
Apart from setting up your payment arrangement, would there be anything else that I can help you with today?
PROPER EXPECTATION (AFTER IP) For IP (Pay with Bill) I appreciate your understanding
I’ve set up your MONTHS instalment plan at £ per month, which will be added to your usual bill and collected by Direct Debit or Card from month to month.
For IP (With Fixed Specific Date) I appreciate your understanding.
I’ve set up your MONTHS instalment plan at £ per month. This will run separately from your regular bill and will be collected from month until month.
Please ensure the payment is made on this exact date, as paying earlier or later may break the arrangement and could result in service restrictions or additional late payment charges.
Just so you know, your service will be restored within or less than 24 hours, there’s no need to contact us again about this.
Would you like me to send you a text and link with some free, independent advice that you may find useful? Just letting you know, these websites have been zero-rated, so won’t use any data allowance.
Apart from setting up your payment arrangement, would there be anything else that I can help you with today?
AUTO-STRUGGLING LINK: Here are some free and independent services you may find useful: Step Change: https://www.stepchange.org/ National Debtline: https://www.nationaldebtline.org/ Money Wellness: https://moneywellness.com/
NUDGE
Hi, it looks like you’ve had to step away, and that’s completely fine. We weren’t able to proceed with your payment arrangement, but we’re ready to review the available options for you before you had to step away. I’ll wait for a couple of minutes in case you come back. If not, I’ll put our chat on hold.
If you still need help today, just tell the bot “No” when it asks if we’re done, and you’ll be connected to another advisor as soon as possible.
CLOSING You’re very welcome! It was a pleasure helping you get your Payment Arrangement sorted today.
Here’s a helpful tip: the MyO2 app makes managing your account easy. You can check your data, pay your bill, and explore any offers whenever it’s convenient for you.
Thanks again for reaching out to O2 today. This is Matt, wishing you a wonderful rest of the day!