Disney + being charged, yet i removed this extra

[Kenster69]

I was given three months free Disney+ which I activated on Wednesday, 16th August.

I subsequently got a text from O2 confirming this on the same day, which began "Your Disney+ Extra is now ready".

I did not want to get charged when the 3 months were up, so I went on to the 02 website to remove this extra. I got a text  confirming this  on Friday 25th August at 16:46

which began:-

"Just confirming your extra won't carry over and be charged to your account.  It'll be included in your plan until 16/11/23 and then cancelled".

However on my most recent bill,  I have been charged for Disney+ and it has not been cancelled.

Then spent a horrifically frustrating 10 minutes on the customer service line with someone who just did not seem to understand my problem 

Am I missing something? I've looked at the guide to removing extras and i did do this. Yet despite the subsequent text, I am still being charged for it.

[T-H]

I've come accross this thread as same thing has happened to me. I took a screenshot of the cancellation and had an email on 3rd Dec confirming I cancelled it and would not be charged on 15th Jan but low and behold I have today been charged and when I go back into the account its still showing as live! I'm having the same issues contacting anyone re it.  

[Oxonian]

@T-H 

If you are still being charged, you need to pursue Customer Services on 202.

Alternatively, you can message O2's social media team on :-

Facebook : https://o2uk.co/O2CFB

X (Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

Other methods of contact are in :-

Guide: How to find help & contact O2 

[T-H]

Thanks, this is what I'm trying but not getting anywhere so far unfortunately, can't get through on the phone, online chat tells me they are busy and will get back to me and Facebook messenger is just sitting as unread (not even getting the usual unhelpful auto reply)

[Oxonian]

@T-H 

A member of this forum reported similarly yesterday ; but X (Twitter) had worked for that individual.