Hi,
This is for my mum, who is struggling to cancel an old O2 Number, which she has never even used or put into her phone. The number was part of a virgin package, and had been paying this number as well as the one she uses for a few years. The sim is gone, we have looked all over and it is nowhere to be found. She does not know the phone number, we tried ringing them about it before but they did nothing. So we ended up cancelling it from her bank in hopes O2 would contact her and she can just cancel it from them. We got a letter about a debt of £11, but this letter also had the account number so she gave O2 a ring about this. She ended up going to about 3 people, being on hold all the time. No one was helpful with her. All she wanted to do was cancel the number, but since she did not know the number (which is basically something most people would know anyway, as you pass it around to be contacted on.) then they couldn't do anything. Even though she had the account number. And apparently, failed the security questions, when they did not even ask anything which would be the questions. She just got another letter due to this debt which is now increasing, for a number that she has never even put into her phone. Surely that would have been on the system as well? All she wants to do is cancel it, but if she is receiving letters and money that came out of her bank for this number, it shows that it should be hers. We are just at a loss. We could try and call again, but all the waiting around and not getting nowhere is not good. How are we able to get this sorted with only the account number when they won't do anything? She shouldn't need to pay a debt for a number/sim she is not even using. They should see in the system the one she is using.
